Specialist - IT Service Continuity

Job description / Role

The Specialist IT Service Continuity is responsible for managing and ensuring that all IT project/services are transitioned, deployed and changed in controlled manner. Understands and contributes to Shared Services model to ensure reliable and scalable IT services continuity to business users.

KEY ROLE ACCOUNTABILITIES

Collaborates, prepares and supports stakeholders, Project Management Office, and IT Operations to ensure smooth transition of new or enhanced project (or service) from project delivery and continuity without affecting the existing services.
Understands customer expectations and ensures operational processes are aligned to meet the business agreement for new or enhanced services.
Innovates and recommends strategic solutions to provide world-class IT Services continuity to the organization.
Proactively contributes, participates and owns strategic and critical IT Business Continuity / IT DR Plans.
Works closely with IT Risk Management team to perform business impact analysis for enhancing and improving the business continuity planning and DR plans.
Develops, manages and ensures the IT Service Continuity objectives (SMART objectives)/ KPIs agreed by all stakeholders are included in all Service Level Agreements or Operational Level Agreements
Ensures and validates the customer expectation matches with the service design developed by various IT project teams and is in line with Sidra standards.
Collaborates with other IT and PMO departments to provide transition management support and guidance, including Change Management, Release and deployment management, service validation and Testing.
Provides leadership, advice and guidance on all aspects of service transition including planning and execution
Develops implements and manages Improvement plans to ensure continuity of IT Services.
Works with project management, quality Management and IT operation teams to develop project/service transition plans and change/release/deployment management plans for existing and new project/services.
Collaborates and supports incident/problem/configuration management initiatives.
Ensures open communications between stakeholders for improving service continuity during project phase.
Provides accurate IT Services forecasts and performance reports to stakeholders and management.
Negotiates with service providers and businesses to establish key services level metrics and KPIs.
Works closely with the various IT teams to ensure business need, project/service design and transition objectives are being achieved.
Works closely with project/operation teams and oversees processes to manage and monitor relationships and services.
Coordinates with IT operations and project teams to achieve effective and efficient resource forecasting and utilization for IT Services and projects.
Ensures service quality and expectations are met or exceeded within the provided project budget
Effectively monitors, controls and supports service delivery, ensuring, industry best practices, methodologies, procedures and technology are followed
Attends (and in some cases leads) service review meetings covering transition performance, and service continuity processes
Coaches and provides directions to departmental staff to achieve and exceed the goals and expectations.
Adheres to Sidras standards as they appear in the Code of Conduct and Conflict of Interest policies

In view of the evolving needs and opportunities within Sidra during this pre-operational phase, this position may be required to perform other duties as assigned and reporting relationships may vary

Requirements

Bachelors Degree in Information Technology, Computer Science, or any other related field
12+ years experience in an IT environment;
- Demonstrated experience in establishing, recommending and Improving IT Services Continuity plans
- Demonstrated ability in enforcing action plans for better IT Service Continuity.
- Demonstrated experience in establishing and measuring SLAs/KPIs and Project management and/or Service Delivery
- Demonstrated experience in establishing project or service management processes.
- Demonstrated experience in overseeing medium to large scale IT services operation.
- ITIL foundation or equivalent
- Good knowledge and hands-on experience in overseeing project/service transition management or service continuity area.
- Uses expertise to influence and advocate for improved practice and to advance organizational outcomes
- Experience in enforcing best practices and processes
- Fluency in written and spoken English
- Good Interpersonal skills
- Proficiency with Microsoft Office suite

About the Company

Sidra Medical and Research Center will be an ultramodern, all-digital academic medical center which will set new standards in patient care for women and children in Qatar, the Gulf region and internationally.

It will encompass three essential missions:

World-Class Patient Care Medical Education Biomedical Research

Sidra will work closely with its academic partner Weill Cornell Medical College in Qatar (WCMC-Q) and Hamad Medical Corporation in regard to all three missions, raising the standard of health care throughout the country and providing valuable opportunities for research and learning. Sidra is part of a dynamic research and education environment in Qatar that includes leading international institutions, such as Georgetown University, as well as other newly established national research centers.