Senior Manager - IT International Support Team (Qatarization)
تفاصيل الوظيفة
We are looking for a highly skilled Senior Manager - IT International Support Team (Qatarization) to join a prestigious financial institution in Doha, Qatar.
Main Responsibilities
A. Shareholder & Financial:
Develop and maintain appropriate Service Level Agreements (SLAs) with business units.
Create new service definitions to ensure operational and cost-effective delivery.
Foster strong relationships with key business stakeholders.
Lead discussions for IT projects and assist in preparing detailed Business Requirement Specifications.
Prepare demand outlines and business cases in collaboration with relevant departments.
Act as a liaison for service improvements, changes, and escalations.
Ensure timely communication regarding service outages and improvements.
Serve as a member of the Change Advisory Board (CAB).
Implement KPIs and best practices for the IT International Support Team.
Promote cost-efficiency and productivity to optimize benefits.
B. Customer (Internal & External):
Collaborate with the IT Systems/Operations Manager to meet and exceed SLA expectations.
Investigate SLA breaches and implement corrective actions to enhance service delivery.
Assist customers with inquiries regarding banking products and solutions.
Maintain activities in line with SLAs to improve turnaround times.
Build and sustain effective relationships with related departments to achieve organizational objectives.
Provide accurate data to auditors and compliance teams as required.
C. Internal (Processes, Products, Regulatory):
Ensure adherence to systems, processes, and methodologies for effective service delivery.
Manage service improvement plans and coordinate with IT Systems/Operations to ensure delivery and enhancement.
Conduct monthly service reviews with business stakeholders to address service issues and identify project needs.
D. Learning & Knowledge:
Attend conferences focused on financial services technology innovations to integrate relevant advancements.
Maintain a thorough understanding of the organization's IT structure, products, and related risks.
Identify and act on professional development opportunities for oneself and team members.
E. Legal, Regulatory, and Risk Framework Responsibilities:
Comply with all applicable legal, regulatory, and internal compliance requirements, including Group Compliance Policies.
Understand and execute your role under the Three Lines of Defense principle for risk management.
Ensure favorable outcomes for clients in line with Conduct Risk policies.
Support risk management frameworks, including incident reporting and remediation.
Complete mandatory training and maintain required competencies.
F. Other Responsibilities:
Uphold high standards of data protection and confidentiality for sensitive information.
Maintain professional integrity and confidentiality concerning customer and internal information.
Uphold high professional standards to enhance the organization's reputation.
Perform additional duties as assigned by management.
Education and Experience Requirements:
Bachelor's degree in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology; Master's degree preferred.
Minimum of 8 years of relevant experience, preferably in a highly rated international banking environment.
Familiarity with banking systems and relevant technology management certifications.
Strong analytical and problem-solving abilities.
Excellent project management skills.
Self-driven with effective motivational and team-building skills.
Adaptable and proactive in identifying and realizing market opportunities.
Strong documentation, interpersonal, and networking skills.
Proficient in oral and written communication in English and Arabic.
Good presentation skills and understanding of relevant laws and regulations.
Decisive with strong initiative and follow-through.
High personal integrity and self-management.
Strong planning, organization, and results-oriented mindset.
Job Types: Full-time, Permanent
#J-18808-Ljbffr IT Management & IT Project Management
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