| Service Management Head | |
| Arab Bank PLC Jordan Ref: HP637-38 |
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The RoleThe RoleAccountable for: •Developing Service Level Agreements and Operation Level Agreements. •The implementation of all Service Management Processes across the IT organization in Jordan and subordinate data centers, with business units and with vendors. •Supervise and guide all service desk, incident, problem, change, configuration, availability, capacity and service level management processes. •Assess and monitor the Impact of service levels on the business capability. •The enhancements of IT service management processes, techniques and tools. Key Roles: •Develop, review, monitor and report on service level agreement, Operation level agreement and under pinning contracts. •Coordinate and facilitate the work of all service management processes. •Monitor service delays and communicate with the concerned to address and close. •Periodically review the service management processes, identify bottle necks and initiate process improvements. •Streamline the relation and cooperation among the different service management processes. •Review work volume and ensure proper capacity in place to address. •Review Incidents linked to problems/RFCs to follow up on the closure of problem/RFC tickets and ensure the proper closure of the incidents linked. •Ensure abidance to proper Policies and Procedures in terms all service processes and of changes' lifecycles including proper testing results and deployment. •Review "major incidents" and critical events that are repetitive, discuss with the Incident Manager and escalate to problem management to follow up on root cause of such events such incidents. •Review and identify Key performance indicators and initiate remedial actions. •Review the "Quality Indicators (QIs)" report and instruct the support teams to enhance the quality of the related process deliverables. •Generate /Request related statistical reports on monthly/weekly basis and issue recommendations for the process and IT management . •Conduct / request auditing tasks on the CMDB, coordinate with Help Desk and Incident management administration team to modify/update CMDB content according to the requirements of the environment. •Enhancement or replacement of items that generate high number of events •Review and develop the needed policies and procedures in coordination with policies section. •Spread Service Management Awareness. Organize/conduct short training sessions if required to make sure that the support staff are capable of handling incidents in the most effective ways. •Conduct monthly meetings - selectively - with the different support teams to emphasize on the important role of the support process on the 1st level, carrying that out with quality and swiftness. |
RequirementsRequirementsEducation: Graduate degree in Computer Science/ Computer information systems from a recognized university. Certifications; ITIL foundation level is a must, ITIL service management Manager level is recommended. Experience: 12+ years experience in IT domain, preferably 5 in a service manager capacity. Competencies: •Fluent in English. •Strong Interpersonal & presentation skills. •Strong Technical writing. •Great analysis skills. •Strong communications skills. •Creative and innovative. •Service management. •Proactive thinking. •Diversified IT technical background. •Medium level know how of banks’ overall architecture and infrastructure. •Analytical and problem solving, conflict resolution, strategic thinking, communication and inter-personal and negotiation skills. |
About the CompanyAbout the CompanyOur mission has been the road map for leading to the bank's significant role in developing the economies through financing strategic infrastructural projects across the Middle East /North Africa region (MENA). With Headquarters based in Amman, Jordan, the Arab Bank constitutes the first private sector financial institution in the Arab World. The Arab Bank has an unmatched Global Arab branch network with over 500 branches spanning 30 countries in 5 continents. We enjoy prominent positions in key financial markets and centers such as London, New York, Dubai, Singapore, Zurich, Paris, Frankfurt, Sydney and Bahrain. The Bank is an equal opportunity employer. It employs more than 6, 500 employees worldwide from various backgrounds, and ethnic origins. Women constitute almost 40% of Arab Bank's community worldwide. |
This Position is closed or expired
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