IT Service Manager

2 weeks ago

Chennai, Tamil Nadu, India Emirates NBD Full time ₹ 12,00,000 - ₹ 36,00,000 per year

COMPANY INTRODUCTIONEmirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.

At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD.

With close to half a million users, it continues to be the fastest-growing digital bank in the region. Key Responsibilities:Develop, implement, and maintain IT service management processes, such as incident management, problem management, change management, and service request fulfillment. Ensure all IT services meet established service level agreements (SLAs).

Monitor and report on IT service performance metrics to identify areas for improvement. Act as a point of contact for escalated issues and ensure timely resolution. Collaborate with cross-functional teams to align IT services with business needs and objectives.

Identify and implement service improvement initiatives, including technology upgrades and process enhancements. Conduct regular training and knowledge-sharing sessions for the IT team and end-users. Manage vendor relationships and coordinate with third-party service providers as needed.

Stay updated on industry trends and advancements in IT service management. Key Requirements:Bachelor's degree in Information Technology, Computer Science, or a related field.10 years of experience in IT service management or a similar role. Strong knowledge of ITIL (Information Technology Infrastructure Library) and service management best practices.

Proven experience in managing IT teams and delivering IT services. Excellent problem-solving and decision-making skills. Strong communication and interpersonal skills.

Ability to work in a fast-paced environment and manage multiple priorities effectively. Preferred Qualifications:ITIL certification or related service management certification. Experience with IT service management tools (e.g., Remedy, ServiceNow, JIRA, or similar platforms).

Familiarity with Information Security and cybersecurity principles and practices.

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