Job Description
As a Senior Manager in Service Management, in our fast-paced leadership team, you will be responsible for managing Incident and Problem ITIL processes. Take actions to identify opportunities to improve process controls and simplify process. You will track the technology incidents across the organization and drive reduction in incident counts by adopting reactive and proactive approaches. You will ensure right severity classification of incidents, appropriate comms to technology and business stakeholders and will drive the faster resolution of the incidents. You will work with CXCG- Customer Experience, Command center and Service desk to identify the customers and employees issues proactively and drive improvements.
You will define process KPIs and develop MIS dashboards working with MIS team and will drive thematic service improvements based on the KPIs trends. You will drive effective problem management practices to address root cause and contributory causes of the incidents.
As a leader, coach, and mentor, you will provide your team with the objectives of 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 of Incident Management
The leading financial institution in MENA
While more than half a century old, we proudly think like a challenger, startup, and innovator
in banking and finance, powered by a diverse and dynamic team who put customers first.
Together, we pioneer key innovations and developments in banking and financial services.
Our mandate To help customers find their way to Rise Every Day, partnering with them through
the highs and lows to help them reach their goals and unlock their unique vision of success.
Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.
We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.
