QNB3881 - Assistant Manager IT Service Management
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Key skills for this role
Role Overview
The role oversees the IT Service Management program within the Group Information Technology Division.
The position reviews and evaluates IT Service Management operations and delivery.
The role supports compliance with ITSM rules, IT policies, procedures, and the Bank's Standards of Conduct.
Key Skills for This Role
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About QNB Group
QNB Group was established in 1964 as Qatar's first Qatari-owned commercial bank.
The Group operates through subsidiaries and associate companies across more than 31 countries and serves up to 20 million customers.
QNB Group has more than 28,000 employees and maintains a large regional banking and ATM network.
Job purpose
The role oversees the IT Service Management program within the Group Information Technology Division.
The position reviews and evaluates IT Service Management operations and delivery.
The role supports compliance with ITSM rules, IT policies, procedures, and the Bank's Standards of Conduct.
Duties and responsibilities
- Develop, maintain, and revise ITSM policies and procedures for IT operations and compliance.
- Support ITSM operations, corrective action plans, Service Desk performance, KPIs, and service improvement.
- Delegate service tasks, monitor project progress, and manage service team members.
- Coordinate IT compliance, governance, policies, standards, documentation, and SLAs across departments.
- Provide information to auditors, compliance, financial control, and risk functions when required.
- Support audit-gap closure, assess IT risks, and prepare remediation plans.
- Review project documentation and ensure IT policies, standards, procedures, and guidelines are followed.
- Design and implement secure, authorized, tested, traceable, and maintainable IT system changes.
- Maintain software master copies and configuration management databases.
- Train new employees on ITSM procedures and maintain knowledge of ITIL v3 and related technologies.
Education and experience
- A Bachelor's degree in Computer Science, Computer Engineering, or a related discipline is required.
- MBA or Master's degree is an advantage.
- Experience is required in ITSM documentation, IT Governance, Information Security, and technical documentation of IT systems.
- A minimum of 4 years of experience in a major bank is required.
- At least 2 to 4 years of experience in an IT Service Management operations function is required.
- ITIL Foundation certification is mandatory.
- ITIL Practitioner certification is preferred, and other ITSM certifications are advantageous.
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