IT Service Support, Service Transition Unit Manager
National Bank Of Kuwait - NBK
Total years of experience :11 years, 0 Months
• Responsible for designing and delivering the IT Balanced Score card on monthly basis.
• Responsible for defining the Measurement & Reporting process for IT, building and delivering the recurring "operational" reports required across IT and "service" reports used by the IT Business Partners and Busi- ness along with building any adhoc reports as required by IT and Business.
• Responsible for designing a supplier management framework which includes categorization of suppliers and
• Responsible for designing and implementing the availability and Capacity management process.
• Responsible for designing a supplier management framework which includes categorization of suppliers
and ensuring value for money is delivered from suppliers.
• Ensure contract renewals are done on time along with vendor performance reviews and adherence to our framework.
• Responsible for maintaining the IT Service continuity plans and coordination of Disaster recovery activities with follow up of issues that arise from the IT and Business DR tests.
• Ensure that compliance is maintained by the team with the agreed guidelines that regulate client business.
• Responsible for coordination of Audit and risk items across the IT Operations towers and ensure prompt closure of these items.
Responsible for coordination of Project activities across the IT Operations towers.
• Creation of any processes that are required within IT Operations to enhance the support/operational functions.
• Responsible for developing the team of Service Analysts and establishing SLAs with Business through coor- dination of Business partners. This includes negotiating, agreeing and documenting the IT service targets offered to Business.
• Ensure adherence to processes is followed and Service performance reviews are carried out with Business regularly and documented with actions progressed.
• Responsible for maintaining an up to date event timeline of IT operations on a monthly basis that outlines the projects updates, maintenance calendar, audit updates, patch management progress and outstanding production system defects.
• Establish Service Improvement programs to improve service levels.
• Maintained updating knowledge of rules, regulations and standards in the field and related matters of inter- est to the department.
• Assisted in the design and development of the IT Governance and Service Management, and procedural control frameworks and help ensuring their effectiveness and efficiency.
• Leaded the design, update, publishing and the internal marketing of the IT policies, procedures, standards, and operational documents/manuals, meeting both time and quality standards.
• Leaded managing the execution of various other processes, including Source Code control, Incident Man- agement, Change Management, Audit activities/engagements and response coordination as per the defined SLAs.
• Generated and distributed monitoring dashboards and staff KPIs to the various IT units in alignment with the different requirements and SLAs.
• Monitored adherence to procedures and controls in area of responsibility and report incidents and violations to reduce risk.
• Generated/circulated scheduled periodic and requested ad-hoc service management reports, ensuring their accuracy and timely delivery.
• Participated in the various cross-functional committees/team discussions for multiple purposes to achieve optimal service efficiency and delivery.
• Managed end users communications of scheduled times for repairs and maintenance activities.
• Responsible for developing the team of Service Analysts and establishing SLAs with Business through coor- dination of Business partners. This includes negotiating, agreeing and documenting the IT service targets offered to Business.
• Continuously collaborated with IT teams, as well as wider business and control units for effective and effi-
cient process support.
• Maintained continuous interaction, management and collaboration with relevant external System and Service Suppliers/Auditors.