Manager, IT Process Control and Quality Assurance
Commercial Bank International
مجموع سنوات الخبرة :16 years, 9 أشهر
IT Process Management
- Assess, design, implement and manage the Process Control and QA function through define the required IT policies, standard, processes and procedures.
- Manage the digital transformation efforts in IT through selecting and implementing the suitable technologies including but not limited to Digital Service Management (E.g.: BMC Remedy, ServiceNow) as well as Robotic Process Automation (RPA).
- Manage the IT assurance and risk control processes in IT including Asset Management, Change & Release Management and IT Continuity Management
- Own and publish IT reports on agreed IT SLAs
- Prepare dashboards in Power BI for management review and
meetings
- To review ITD activities that maintain and enhance operational
manuals and system documentation in area of responsibility;
- Manage, schedule and review evaluation activities to continuously enhance the processes and procedures in area of responsibility to reduce incidents and help mitigate risks, through increased
consistency in task execution
IT Governance and Control:
- Manage the implementation and continual improvement of IT controls that help to govern people, process and technology capabilities;
- Lead and direct the development and implementation of IT governance framework and relevant controls that help ensue policies and the IT strategy are actually implemented, and that required processes are correctly followed
- Lead, manage and schedule activities to address identified audit and risk related observations;
- Approve, author, update, and review team level documentation to help ensure these artefacts meet quality criteria and kept up to date
IT Service Continuity Management
- Support Business Continuity planning efforts with key focus on assuring the adequacy of business impact analysis and business continuity plans for critical activities areas and functions
- Recognize probable disruptions, develop defense plans against these disruptions, and implement recovery procedures in the event of a business disruptions
- Support in developing, organizing, and maintaining comprehensive business continuity plans and validation methodology, to certify the ability to recover in the event of an unforeseen disruption
- Provide direction and manage employees of IT department in performing their delegated tasks
- Develop, deliver and assess an exercise program that will test the effectiveness of business continuity plans and the readiness of resources.
Team Management and Leadership
- Acting as IT Planning and Governance Senior Manager to lead and direct the IT Planning & Governance Department in the following activities Risk Management, IT Process & Control, Financial Management, Vendor Relationship Management and Audit Relationship Management
- Appraise, approve, manage, review and schedule departmental activities, including setting milestones, objectives and KPI’s to help ensure tasks are actively managed through to fruition;.
- Manage, verify and provide work direction to one or more technical or clerical staff or acts as a team lead on designated projects or assignments;
- Lead departmental activities and manage business unit heads to support customer requirements;
- Manage, review and schedule activities, helping to ensure these are being conducted in-line with business standards and guidelines
- Responsible for development and integration of IT Governance,
processes, procedures and reporting metrics.
- Conduct IT Process Maturity Assessments, prepare and present the
relevant high level management briefs.
- Define and develop the associated IT processes improvement
roadmaps.
- Improve operational effectiveness and efficiency within the client
organization by providing expertise and consulting to process
owners, projects and execution teams.
Projects and Customer Relationship Management
- Identify and analyze customers’ requirements and provide business
and technical recommendations that can achieve the required
business outcomes in the current and future state.
- Building and maintaining strong, long-lasting customer relationships
especially with customers having strategic profiles
- Oversee a portfolio of assigned customers, develop new business
initiatives from existing clients and actively seek new sales
opportunities
- Operating as the lead point of contact for any and all matters
specific to my assigned accounts.
- Overseeing customer account management, including presales
preparation, deals negotiating and agreements to maximize profit.
- Identify potential customers through networking, referrals, and
communities
- Collaborate with the implementation team to assure architectural
solution could be suitably translated into effectual and robust
implementation
- Manage the delivery of complex Consultancy projects to the
different customers’ segments as Telecom, Banking, and
Governments.
- Ensure the right value being delivered to the customers through the
continual validation and alignment with customers’ goals and
objectives
- Identify project risks and challenges and develop resolution plans
- Schedule regular client meetings, process client invoices and review
engagement letters
- Track project progress and identify and correct any delays
Presales and Sales Management
- Conduct the technical presales presentations and workshops with
the customers to discover and define the potentials customer
requirements;
- Manage the presales activities across the different domains of BMC
(DSM, Monitoring and Workload) as well as ServiceNow
- Present the solutions and services offerings to the different
managerial levels within the customer organizations;
- Develop business proposals, SOWs and other reports when required
- Carry out the sales activities including response to RFP technically
and define the associated commercials required.
Design, implement and support the ITIL processes’ adoption in
Barclays Bank IT function including Incident, Problem, Change,
Release, Asset and SLM processes.
- Develop and maintain the IT Service Portfolio.
- Document and maintain the different IT processes including process
maps and workflows.
- Review the current IT processes with their respective owners to
identify the improvement opportunities which can be implemented.
- Develop the different MIS reports and dashboards related to ITSM performance, challenges and achievements.
- Create and maintain Continual Service Improvement Register for IT Group and log and track IT improvements initiatives
- Ensure and review improvement initiatives/actions plans are documented, prioritized, monitored and tracked until its completion
- Maintain IT policies, processes, procedures and controls in support of
BBE’s business needs, internal policies and regulatory requirements
- As IT BCM champion, manage and maintain all IT related BCP
documents, plans and training material.
- The act of overseeing all activities and tasks needed to maintain a
desired level of excellence. This includes creating and implementing quality planning and assurance, as well as quality control and quality improvement
Help in developing the IT policies, procedures and workflows.
- Report on IT processes performance to senior management
- Advise the process enablers how to adhere to process and verify
their adherence.
- Ensure the compliance of the IT sector various departments to the
defined IT policies, processes and procedures.
- Help in the implementation of the disaster recovery planning for the
bank by utilization ITIL best practices.
- Follow the performance of IT operations through measuring ITIL
process control.
- Handle internal and external audit requirements including follow up
on the execution of the quick wins and long term observation.
