Senior Manager – IT Service Management (Qatarization)

About the role

The Senior Manager – IT Service Management will lead QNB Group’s IT Service Management (ITSM) program, ensuring that all IT delivery and operational activities comply with the bank’s policies, standards and conduct rules. This role is responsible for overseeing the transition of new systems, releases and upgrades into operational support across the organization.

Key responsibilities

• Develop, maintain and revise ITSM policies, procedures and standards for the IT department.
• Manage day‑to‑day operations of the ITSM program, monitoring compliance with IT policies and regulatory requirements.
• Lead the transition of each system, release or upgrade into operational support at all endpoints.
• Collaborate with Risk Management, Internal Audit and Employee Services to ensure alignment with compliance and governance frameworks.
• Review and update the bank’s Standards of Conduct to keep guidance current and relevant.
• Prevent unauthorized or improper deployment of code and IT components through rigorous oversight.

Required profile

• Minimum 96 months (8 years) of experience in IT Service Management, preferably within a banking or financial services environment.
• Demonstrated expertise with the ITIL V3 framework.
• Strong understanding of compliance, risk management and IT governance principles.
• Proven ability to produce and maintain technical documentation.
• Excellent analytical and communication skills to work across multiple departments.

Required skills

• IT Service Management
• ITIL V3
• Technical Documentation