We are looking for a highly skilled Senior Manager - IT International Support Team (Qatarization) to join a prestigious financial institution in Doha, Qatar.
Main Responsibilities
A. Shareholder & Financial:

• Develop and maintain appropriate Service Level Agreements (SLAs) with business units.
• Create new service definitions to ensure operational and cost-effective delivery.
• Foster strong relationships with key business stakeholders.
• Lead discussions for IT projects and assist in preparing detailed Business Requirement Specifications.
• Prepare demand outlines and business cases in collaboration with relevant departments.
• Act as a liaison for service improvements, changes, and escalations.
• Ensure timely communication regarding service outages and improvements.
• Serve as a member of the Change Advisory Board (CAB).
• Implement KPIs and best practices for the IT International Support Team.
• Promote cost-efficiency and productivity to optimize benefits.

B. Customer (Internal & External):

• Collaborate with the IT Systems/Operations Manager to meet and exceed SLA expectations.
• Investigate SLA breaches and implement corrective actions to enhance service delivery.
• Assist customers with inquiries regarding banking products and solutions.
• Maintain activities in line with SLAs to improve turnaround times.
• Build and sustain effective relationships with related departments to achieve organizational objectives.
• Provide accurate data to auditors and compliance teams as required.

C. Internal (Processes, Products, Regulatory):

• Ensure adherence to systems, processes, and methodologies for effective service delivery.
• Manage service improvement plans and coordinate with IT Systems/Operations to ensure delivery and enhancement.
• Conduct monthly service reviews with business stakeholders to address service issues and identify project needs.

D. Learning & Knowledge:

• Attend conferences focused on financial services technology innovations to integrate relevant advancements.
• Maintain a thorough understanding of the organization’s IT structure, products, and related risks.
• Identify and act on professional development opportunities for oneself and team members.

E. Legal, Regulatory, and Risk Framework Responsibilities:

• Comply with all applicable legal, regulatory, and internal compliance requirements, including Group Compliance Policies.
• Understand and execute your role under the Three Lines of Defense principle for risk management.
• Ensure favorable outcomes for clients in line with Conduct Risk policies.
• Support risk management frameworks, including incident reporting and remediation.
• Complete mandatory training and maintain required competencies.

F. Other Responsibilities:

• Uphold high standards of data protection and confidentiality for sensitive information.
• Maintain professional integrity and confidentiality concerning customer and internal information.
• Uphold high professional standards to enhance the organization’s reputation.
• Perform additional duties as assigned by management.

Education and Experience Requirements:

• Bachelor’s degree in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology; Master’s degree preferred.
• Minimum of 8 years of relevant experience, preferably in a highly rated international banking environment.
• Familiarity with banking systems and relevant technology management certifications.
• Strong analytical and problem-solving abilities.
• Excellent project management skills.
• Self-driven with effective motivational and team-building skills.
• Adaptable and proactive in identifying and realizing market opportunities.
• Strong documentation, interpersonal, and networking skills.
• Proficient in oral and written communication in English and Arabic.
• Good presentation skills and understanding of relevant laws and regulations.
• Decisive with strong initiative and follow-through.
• High personal integrity and self-management.
• Strong planning, organization, and results-oriented mindset.

Job Types: Full-time, Permanent