Senior Manager, IT International Support Team

3 weeks ago

Qatar QNB Full time

**Business Unit**
- QNB - Qatar**Division**
- Information Technology**Department**
- Information Technology**Country**
- Qatar**Closing Date**
- 20-Dec-2025

**About QNB**:
Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.

QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.

QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.

Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.

QNB Group has an active community support program and sponsors various social, educational and sporting events.

**Job Summary**:
The incumbent is primarily is required to act an interface to the business community in a specific country; responsible for establishing strong working relationships, understanding that country’s specific business direction, impending changes and ensuring the customer leverages value from IT services and capabilities. Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, QNB Country Compliance manual; Group Compliance Policies and Procedures (Data Protection Policy, Conflict of Interest)

**Main Responsibilities**:
A. Shareholder & Financial:

- Responsible for developing and maintaining appropriate service level agreements (SLAs) with the business
- Develop new service definitions ensuring that they can be delivered operationally and cost effectively
- Build strong and productive relationships with key business stakeholders
- Conduct 1st Level discussion for all IT Projects initiated with Business and help Business in preparing detailed Business Requirement Specification
- Prepare a Demand outline for IT initiative raised by business
- Preparer Business Cases in coordination with Business and ITD
- Act as liaison with the business for all service improvements, changes and escalations for capturing primary requirements
- Ensure timely, concise and effective communication with the business for service outage, service interruption and service improvement.
- Member of the Change Advisory Board (CAB)
- Implements KPI’s and best practices for IT International Support Team
- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

B. Customer (Internal & External):

- Work alongside the IT System/Operations manager to ensure that SLAs are met and business expectations are exceeded
- Ensure that any SLA breaches are investigated and corrective action is taken to improve service delivery
- Provide reports to an agreed schedule (or on request) including SLA performance and other key metric reports
- To assist customers in all their queries on Bank’s product and seek solution to their requests.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

- Ensure that systems, processes and methodologies as specified are followed to provide effective monitoring, control and support of service delivery
- Manage the overall service improvement plan and work with the IT Systems/Operations manager to ensure that it is being delivered to and that services are being improved
- Conduct monthly service reviews with individual business stakeholders to discuss service issues and identify project requirements

D. Learning & Knowledge:

- Attend specific conferences in areas of financial services technology breakthroughs and innovations to adapt suitable ones to the bank’s architecture
- Possess a superior knowledge of the Group’s IT structure, its products and related risks together with a good knowledge of operations and related controls
- Identify areas for professional development of self and direct reports and act to enhance professional development of self and others
- Proactively identify areas for professional development of self and undertake development activities.
- Seek out opportunities to remain

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