Emirates NBD Hiring for Operations Delivery Manager Job at Dubai Full Time

Department Description:

The Group IT ITIOIT Infrastructure Operations and Application COE team develops and supports a comprehensive catalogue of technology services and platforms The success of the team is measured through service availability high velocity delivery of new and enhanced IT services that enable and empower the business and through the successful balancing of cost capability development risk and overall service performance

As part of ITIO the IT Operations team is focused on driving the always available bank We are the heartbeat of the organisation focused on ensuring all IT services remain highly available are resilient and recoverable The team embraces new ways of working by enabling high velocity delivery through agile and lean service management practices while maintaining the focus on service quality and availability ensuring we operate within the Groups risk appetite

Brief Description:

As part of the IT Operations leadership team the management role has 3 core focus areas

1 Establishing and maintaining the Service Delivery Framework including Standards for service performance reporting and communications This includes coverage of all internal and external technology partners to provide a single view back to the lines of business
2 Driving process effectiveness and performance via standardized metrics and reporting for IT Operations across the Group This also includes building relationships with the business stakeholder understanding the current business strategy and ensuring IT Operations is continually delivering value

3 Continually improving the IT Operations performance inline with business stakeholder expectations
Detailed Description:

The Operations Delivery Managers primary purpose is to contribute to the growth in trust by the portfolio of customers to IT Operations The role provides holistic endtoend service relationship and ensures customer satisfaction targets are met or exceeded This business facing role focuses on driving customer experience delivering excellence in service assurance and acts as a single point of business engagement escalation The role is a trusted advisor to service delivery and operations ensuring the business feedback is incorporated into service improvement planning and the overall IT Operations strategy The role may require 24 x 7 escalation management and on call rostering

This role is critical in driving service performance across IT Operations and ensuring we become a trusted partner of the business

Job Requirements:

Establish and maintain Service Delivery framework policies and procedures across the Group
Integration into ITIL Service Management process and reporting

Define requirements and maintain service delivery process execution via standard methods tools and practices
Establish a consistent reporting and communications framework providing quantitative and qualitative insights for the lines of business
Work with Operational teamsApplication and Infrastructure to optimize delivery while maintaining quality and availability

Development establish and maintain SLA OLA framework that underpins Service Management process and is aligned to business customer outcomes

Establish process repeatability flexibility scalability and agility

Additional Details:

IT based degree university degree or equivalent work experience required* *

Experience within complex environments defined by high availability high transaction rate and geographical complexity
8 years in IT Operations within an organization of more than 4000 users with at least 3 years of experience in banking
5 years experience in Service Delivery reporting and business stake holder management

3 years proven extensive experience in customer and senior stakeholder relationship management

Qualifications

AS Mentioned in the JD

Primary Location: United Arab Emirates-Dubai-Meydan, Dubai

Job: Professional Support

Organization: Technology Platform and IT Operations

Schedule: Regular

Shift: Standard

Job Type: Full-time

Day Job

Job Posting: Dec 15, 2022, 4:29:47 AM