IT Service Management
· The role is responsible for managing, negotiating and tracking service level agreements (internal, subsidiaries, vendors)
· Responsible for monitoring service levels closely, negotiating its under-target positions with the related technical teams and reporting their actions
· Liaises for SLA settings
· Responsible to ensure a proper monitoring structure for the services
· Responsible to ensure a proper IT Service Catalogue Management
· Responsible for defining business and technical level KPIs, reporting their realizations
· Responsible for running continuous service improvement and implementing SRE methodologies
IT Continuity & Resilience
· Responsible for managing the IT Continuity strategies and plans in comply with the Bank’s business continuity strategies and IT continuity framework
· Responsible for managing and following the IT Continuity dashboard and implementing the related governance rules
· Responsible for tracking and mitigating gaps within IT Continuity setups or relevant assets.
· Responsible for preparing the disaster recovery exercise plans, performing the disaster recovery exercises periodically, reporting the results and following its actions
· Responsible for keeping all IT Continuity procedure and processes up-to-date
IT Process Management & Governance
· Responsible for implementing the IT processes according to the ITIL, COBIT, etc. in order to increase the quality, performance and effectiveness.
· Responsible to implementing the group governance model and following its actions.
· Responsible for re-engineering as-is processes with Lean Process Methodology.
· Responsible for managing IT processes like Change Management, Technology Management, Software Asset Management, Problem Management.
