Mashreq
Location
Bangalore | India
Job description
Job Purpose :-- We are 24 x 7 technology service management operation unit of the Bank. We are focused on Service availability and ensure uninterrupted Technology Services to our Staffs and Customers through ITIL process governance, leading service improvements and driving automation with an aim to provide world class customer and employee experience. We support several business groups and operation units with varied applications usage patterns that are built on multiple technology stacks. These services/applications are created via traditional, scrum and agile development methodologies, hosted and managed on private, public & hybrid cloud and also on-prem data centers across our operational geographies including UAE, Egypt, UK, USA, HK, India and other international locations.
As a senior manager in Service Management, in our fast-paced leadership team, you will be responsible for managing ITIL processes - Change Management and Service Transition. Take actions to identify opportunities to improve process controls and simplify process. You will track and improve successful implementation of technology changes in the Bank. You will also establish and review the root cause of change failures and incidents related to change, identify preventive actions and will drive improvements working with relevant teams. You will be entrusted to drive Service Transition process to ensure non-functional requirements are addressed prior to production go-live. Defining process KPIs and developing MIS dashboards working with MIS team. As a leader, coach, and mentor, you will provide your team with the objectives on department’s goals aligned to company’s strategic direction. You will also be providing necessary support to your team in achieving the targets and meeting their learning & development needs. This critical leadership role will directly report to Head – Technology Service Management. Key Result Areas:-- Change Management: Continual improvement of Change management process, including peer review, TVT, BVT, Documented - Testing, Backout Plan & Recovery plan. Criteria of 'Change Success' as per ITIL and engagement of stakeholders in Change Board meetings. Collaborate with Problem management to implement RCA for incidents caused by change Service Transition: Enhance Service Transition process by implementing effective and optimal gates. Post Service Transition reviews Stakeholders Engagement / Management: Educate the Change process and New Service Transition process to stakeholders. Establish feedback system to gather opportunities of improvement Risks, Audit and Control Compliance: Process Risks are proactively managed without any delays. Any observations of Internal and External audit to be addressed within stipulated time. Service Reporting: Define KPIs and work with MIS team to produce interactive dashboards and presentations for different stakeholders including senior executives. Drive improvements based on KPIs. Team Management : Provide team clarity about their deliverables, identify their development needs and do regular check-ins. Ensure compliance of mandatory learning and annual leave The role is challenged continuously by fast-paced working environment, meeting the changing demands of our stakeholders. The role requires to operate independently with minimal supervision The role interacts with technology, CXCG, OPS, CPD, Audit, ISG, Risk and Finance teams. Effective stakeholders’ engagement is key to success in this role. Enhance collaboration and coordination with support functions like CPD, HR, Audit, Risk Management, and Information Security Knowledge, Skills and Experience:-- The incumbent should be self-driven with 15+ experience in service management designing, defining, and driving ITIL processes, preferably from Banking Industry. Understanding of relevant industry standards and practices is desirable Significant experience in leading support for large, complex, multi-functional environments. Prior meaningful technology and business/industry work experience including experience in Change management and Service Transition Demonstrable experience attracting, hiring, retaining, and leading top process and engineering talent. Experience with Scrum, Kanban, or other Agile development techniques. Knowledge of financial industry standards and business practices. Ability to build positive relationships with own team, business, and technology partners. Understanding of infrastructure (IAAS), platform (PaaS), Software (SAAS) and function (FaaS) service offerings. Experience in establishing Management Information System and defining KPIs The candidate must be able to multitask, handle changing priorities and work independently in a fast-changing environment.Job tags
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