Service Enhancement Officer

CIB -
6th of October, GizaPosted 5 years ago

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Description

Identify, review, analyze, prioritize, and recommend improvement opportunities across the service lifecycle, sourcing models, technologies and partners, staff skills and training and communications.
Build a service improvement register “SIR” to track improvements from identification to implementation and delivery.
Ensure that identified improvements align with the changing business and support business processes
Improve cost effectiveness of delivering IT services without scarifying customer satisfaction.
Maintain overall health of ITSM as a discipline within the IT department.
Periodically conduct maturity assessments against the process activities and associated roles.
Measuring and identifying the value created by CSI improvements.
Liaising with IT Metrics Officer to obtain information about improvement needs and the IT ability to meet those needs.
Adopt improvement concepts such as PDCA, ITIL CSI Approach, 7-Step Improvement Process, the Knowledge Spiral.
Support governance initiatives by proving the capabilities to correct or improve any governance-related issues that must be addressed.

Policies, Processes and Procedures

Implement approved department policies, processes, and procedures and monitor adherence so that work is carried out in a controlled manner

Day-to-day management

Implement the day-to-day operations assigned for the Quality Assurance department to ensure compliance with the established standards and procedures

Compliance

Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks

Qualifications & Experience

Bachelor’s degree of Computer Engineering, Computer science or its equivalent
Exceeding 5 years of experience in IT (ITSM is a plus)
Preferably Experience in different documentation standardization models
Knowledge of ITSM manuals & different models.
Preferably work experience across a wide range of quality approaches including ITIL, ISOOxx, CMMI, COBIT and TOGAF
Preferably a Demonstrable leadership expertise in leading large IT department in service Management.
Delivery of IT Change to generate value through the creation of new process management scale
Preferably experienced in the use of ITIL frameworks (specifically the intermediate level) to deliver sustained and externally validated improvement in IT performance.

Soft Skills

The ability to lead and motivate a team of specialists / senior specialists staff
Excellent presentation and communication skills
Ability to manage and lead team members

Technical Skills