Transformation Leader

We are a 24/7 technology service management operation unit focused on service availability and ensuring uninterrupted technology services to our staffs and customers through ITIL process governance, leading service improvements and driving automation to provide world-class customer and employee experience.

We support several business groups and operation units with varied applications usage patterns 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 reports to the Head – Technology Service Management and plays an important role in the overall growth and stability of the team.

As a key member of our fast-paced leadership team, you will be responsible for owning the Service Management platform, ensuring error-free operations in alignment with business needs and ITIL best practices.

• Platform administration, AI-driven automations, optimizations, and integrations, license management
• Driving policies and procedures to platform governance
• Initiating and leading tool enhancements and automations for process improvements
• Providing subject matter expertise in ITSM and CMDB tool architecture and service map configurations
• Request management and driving continuous improvement and volume reductions by adopting innovative and interactive technical solutions
• Leading KPI and reporting for all Service Management processes
• Managing vendors and contracts for BAU and project resources and tracking their performance

Key Result Areas:

• Tools Enhancement and Management: Oversee end-to-end management, availability, and governance of the Service Management tools within the licensing agreement. Improve the capability of the tool using AI to institutionalize IT Processes. Develop and enhance 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

• 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