Assistant to Director of Technology Service Management

Job Purpose

We are a 24/7 technology service management operation unit. Our focus is on Service availability and ensuring 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.

This critical leadership role which reports to the Head – Technology Service Management plays an important role in the overall growth and stability of the team.

As a leader in Service Management, you will be responsible for owning the Service Management platform, ensuring error-free operations in alignment with business needs and ITIL best practices.

Key Accountabilities:

• Platform administration
• Ai driven Automations, Optimizations & Integrations
• License Management
• Driving policies and procedures to platform governance
• Initiate and Lead Tool enhancements and Automations for process improvements
• Provide subject matter expertise in the ITSM & CMDB tool Architecture and Service Map configurations
• Accountable for Request Management and drive Continuous improvement and volume reductions by adopting innovative and interactive technical solutions
• Lead KPI and Reporting for all Service management processes
• Manage vendors and contracts for BAU and Project Resources and track their performance
• Prepare annual team budget and manage expenses for the Service management team
• Manage and mentor the team of technical resources to drive organization objectives and platform stability
• Track and Manage the Risk and Audit Items for the team
• Provide support for planning and achieving the learning and development goals of the team

Key Result Areas:

• Tools Enhancement and Management: Oversee end-to-end management, availability and governance of the Service Management tools within the licensing agreement. Improves the capability of the tool using AI to institutionalize IT Processes. Development and enhancements of the Tools' UI as per HCD (Human Centric Design)
• Service Reporting: Develop an interactive MIS dashboard based on KPIs and generate service reports for management meetings
• Request Governance: Establish a request governance process across technology teams and ensure SLA adherence
• Workflow Automation: Automate request workflows for quicker and more efficient fulfillment
• SLA for MAC Activities: Implement an SLA for all move, add, and change activities managed by our team for the Service Management tool
• Vendor and Finance Management: Organize financial documents in a central location, manage the annual budget, monitor expenses, and maintain vendor relationships with regular reviews
• Stakeholder Engagement/Management: Instruct stakeholders on distinguishing between requests and issues and manage them effectively. Set up a feedback system for identifying process improvement opportunities
• Risk, Audit, and Control Compliance: Proactively manage process risks and address any audit findings promptly
• Team Management: Provide clear deliverables to the team, identify development needs, perform regular check-ins, and ensure compliance with mandatory training and leave

Requirements:

• The incumbent should be self-driven with 14+ years of experience in governing BMC Helix ITSM
• Hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery
• The working knowledge of Helix GPT is a must with demonstrated ability to leverage AI technologies effectively in Service Management
• In-depth understanding of Common Data Model and CMDB configuration
• Experience in establishing Management Information System and license management
• Strong understanding of UI/UX tools and HCD (Human Centric Design)
• Managed ITSM transformation programs
• Designing, defining, and driving ITIL processes, preferably from Banking Industry
• Significant experience in leading support for large, complex, multi-functional environments
• Prior meaningful technology and business/industry work experience including experience in Vendor management and Finance management (budgeting/forecasting/expenses)
• Experience with Scrum, Kanban, or other Agile development techniques
• Ability to build positive relationships with own team, business, and technology partners
• The candidate must be able to multitask, handle changing priorities and work independently in a fast-changing environment