Assistant Manager – IT Service Management

About the role

The Assistant Manager – IT Service Management will oversee the ITSM program within QNB’s Group Information Technology Division. Acting as an objective body, the role reviews and evaluates IT service delivery, ensuring compliance with policies, procedures and the Bank’s standards of conduct.

Key responsibilities

• Develop, maintain, and revise ITSM policies and procedures for ITD operations and compliance.
• Support the day‑to‑day operation of the ITSM program and drive corrective action plans to resolve IT‑related issues.
• Delegate and direct service tasks, monitor project progress and manage service team members to achieve objectives.
• Assist with administrative activities such as invoice management, order processing and inventory tracking.
• Monitor Service Desk performance, implement KPIs and improve methods to boost productivity and customer satisfaction.
• Handle department issues and client complaints, creating corrective measures to reduce recurring incidents.
• Promote cost consciousness, efficiency and productivity while minimizing waste.
• Coordinate ITD compliance and governance activities, ensuring proper reporting of violations.
• Collaborate across IT departments on Service Management policies, standards, procedures and guidelines.
• Maintain confidentiality, integrity and reliability of IT documentation and assist customers with queries related to bank products and services.

Required profile

• Proven experience in overseeing IT Service Management programs.
• Strong knowledge of ITSM policies, procedures and compliance requirements.
• Ability to lead service teams, delegate tasks and monitor project progress.
• Experience in handling corrective action plans and incident management.
• Excellent organizational skills for administrative and inventory tasks.
• Capability to monitor performance metrics and implement process improvements.
• Understanding of cost‑control principles within an IT environment.
• Effective coordination and communication across multiple IT departments.

Required skills