About QNB
Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.
QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.
QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.
Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.
QNB Group has an active community support program and sponsors various social, educational and sporting events.
Job Purpose SummaryThe incumbent will be consulted for overseeing the IT Service Management (ITSM) program, functioning as an objective body that reviews and evaluates IT Service Management operations and delivery within the Group Information Technology Division (GITD). The role ensures management and employees comply with ITSM rules and regulations, IT policies and procedures are followed, and organizational behavior meets the Bank's Standards of Conduct.
Essential Duties & Responsibilities By Dimensions Shareholder & Financial DevelopShareholder & Financial Develop, maintain, and revise ITSM policies and procedures for ITD operations and compliance. Support the day-to-day operation of the ITSM Program. Support corrective action plans to resolve IT-related issues and provide guidance to prevent recurring problems. Delegate and direct service tasks, monitor project progress, and manage service team members to ensure objectives are achieved. Assist with administrative activities including invoice management, order processing, and inventory tracking.
Monitor Service Desk performance and improve service methods to increase productivity and customer satisfaction. Monitor department issues and client complaints and develop corrective measures to reduce recurring incidents. Implement KPIs and best practices for IT Service Management. Promote cost consciousness, efficiency, and productivity while minimizing costs and waste. Act within delegated authority limits.
Customer (Internal & External) Monitor and coordinate ITD compliance and governance activities. Ensure proper reporting of ITD violations or potential violations. Coordinate across IT departments regarding Service Management policies, standards, procedures, and guidelines. Ensure confidentiality, integrity, and reliability of IT documentation. Assist customers with queries related to Bank products and services. Maintain activities in accordance with Service Level Agreements (SLAs). Build and maintain effective relationships with related departments and units.
Provide timely and accurate information to auditors, compliance, financial control, and risk functions when required.
Internal (Processes, Products, Regulatory) Support closure of audit gaps across ITD related to IT processes and systems. Assess IT-related risks and prepare remediation plans. Ensure policies, standards, procedures, guidelines, and system documentation are followed. Review project documentation produced by IT departments to ensure compliance with…
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