Assistant Manager IT Service Management

Employment; Doha; On-site; QAR 200,000 - 320,000; Full time

Job summary

QNB Group in Doha seeks an ITSM Governance Lead to supervise the ITSM program within the Group Information Technology Division. You will review IT service operations, enforce policies, and guide teams to comply with standards and SLAs.

Responsibilities include audit remediation, cross-department coordination, and documentation control. ITIL Foundation is mandatory; MBA or Masters is advantageous. On-site role with growth opportunities in a major regional bank.

Qualifications

• Bachelor's degree in CS/CE or related field is required.
• ITIL Foundation certification is mandatory.
• ITIL Practitioner certification is preferred.
• ITSM documentation, governance and information security experience.

Responsibilities

• Oversee the ITSM program within GITD to ensure compliance with policies and procedures.
• Review operations, governance, and risk controls across IT services.
• Coordinate with IT departments to implement changes and maintain SLAs.
• Prepare remediation plans for audit gaps and report to stakeholders.
• Support audits, maintain documentation, and train staff on ITSM processes.

Skills

ITSM documentation

IT governance

Information Security

Tech documentation

Stakeholder mgmt

Education

Bachelor's degree in Computer Science/Computer Engineering or related

MBA or Master's degree is an advantage

ITIL Foundation certification

ITIL Practitioner certification is preferred

Job description

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 Summary

The 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 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 documentation standards. Learning & Knowledge Maintain strong knowledge and expertise in professional IT documentation. Possess technical understanding of IT systems for effective documentation. Identify and pursue professional development opportunities. Design and implement efficient procedures for distributing and installing changes to IT systems. Ensure implementations are traceable, secure, authorized, tested, and properly maintained. Maintain software master copies and configuration management databases. Train new employees on ITSM procedures. Maintain knowledge of ITIL v3 and related technologies. Keep current with developments in the professional field.

Education/Experience Requirements

• Bachelor's degree in Computer Science, Computer Engineering, or related discipline.
• MBA or Master's degree is an advantage.
• Experience in:IT Service Management documentation IT Governance Information Security Technical documentation of IT systems
• Minimum 4 years of experience in a major bank.
• At least 2-4 years of experience in an IT Service Management operations function.
• ITSM training courses and certifications are preferred.
• ITIL Foundation certification is mandatory.
• ITIL Practitioner certification is preferred.
• Any ITSM certification is an advantage.