Job Title: Head of IT Service Management & Operations

Department: Technology and Operations

Report to: Chief Technology and Operation Officer

Location: BDB Head Quarter

JOB PURPOSE

• 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.

KEY RESPONSIBILITIES

Core Responsibilities

• 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.

QUALIFICATIONS REQUIRED

• Bachelor’s degree in computer science or equivalent.
• Master’s degree in computer science or equivalent preferred.

Years of experience

• 12-15 Years

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.

Generic Skills:

• Fluency in English and Arabic.