Job Title: Head of IT Service Management & Operations
Department: Technology and Operations
Report to: Chief Technology and Operation Officer
Location: BDB Head Quarter
The role holder is responsible for managing the IT service management and operation unit, he/she is responsible for overseeing the development, modification, maintenance, and support of all banking applications and systems including both internal and external products. Oversees the process of design, code/acquire, test, and maintains program requirements, working with architects, product managers, and end-users in the development and enhancement of applications. He/she is responsible of maintain high availability of banking services and ensure prompt support is provided to resolve any incident/problem.
Oversees and maintains application systems that are beyond the development stage and are running in the daily operations of the firm.
Develops and implements the IT Disaster Recovery Plan. Ensures that Core Banking, E-Channels and Internal Channels Applications, tools and data are available on the disaster recovery site at any time required
Leads and directs application support team in troubleshooting if there is an issue in the software system and ensures they provide status reports of the system in a timely manner.
Oversees and manages the efficient running of the system by providing fire-fighting support, ensuring that programs are released with proper testing and associated documentation
Provides professional inputs and recommends on how to maximize productivity by upgrading to newer and more versatile applications.
Ensures the requested software is installed in a timely manner and the users are instructed / trained on their proper use.
Ensures that the new software suit the industry requirements and standards.
Manages the support team to adhere to the defined SLA.
Provides reports and data extract as and when required.
Implements the ITIL best practices to manage incidents, changes, problems etc.
Identifies area of improvements in the IT systems.
Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the year.
Participates in all IT projects and ensures smooth handover to the support team after go life.
People Management Responsibilities
Defines goals and key performance indicators for all direct reports and ensures effective implementation of the BDB performance management process.
Manages the direct reports by evaluating their performance, providing feedback on an on-going basis, identifying development needs and coaching them to ensure capability development.
Bachelor’s degree in computer science or equivalent.
Master’s degree in computer science or equivalent preferred.
Years of experience
Nature or Field of Experience
(Along with Number of years required):
Minimum 10 years of experience in IT and banking
Job Specific Skills:
Expert knowledge of IT service management framework as well as knowledge of banking systems and CBB requirements.
Fluency in English and Arabic.
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