Assistant Manager - IT Quality And Service Management

IT Quality and Service Assistant Manager is within Quality and Service Management unit is to define, implement and Enhance Group IT’s Quality Management System (QMS).

This unit ensures that market best practices are applied within Group IT and maintaining adherence/compliance to Group’s standards, policies, and processes.

For ensuring effective usage of the defined processes, process Quality Assurance (QA) reviews are conducted across all functions of IT. The unit conducts QA reviews on a defined frequency as a preparedness for the audits.

The unit also facilitates internal and external audits and track open issues till closure. Acts as a IT Governance single point of contact for audits. The unit is also the custodian of Group IT’s Scorecard and Key Performance Indicators (KPIs). It defines, monitor and report on KPIs on a defined frequency with Group IT Leadership.

Key Responsibilities:

• Custodian of QMS and facilitating authority for the documents to be uploaded into QMS. (Ex: Define, review, enhance and ensures the adherence to process)
• Support and guide process owning team on framework and process definition plan, making the necessary changes and getting the necessary approvals for uploading the same into QMS.
• Conduct QA reviews on Agile and Waterfall initiatives as well as Group IT’s Support Functions frameworks and processes.
  
• Ensure follow-up on the non-compliances raised by QA reviews until closure.
• Report and escalate, when necessary, QA Reviews results to IT Leadership on a regular basis.
• Facilitate internal and external audits.
• Custodian of Group IT KPIs – Definition, Monitoring and Reporting
• Maintain ISO 9001 Certification
• QA Reviews: Conduct the regular reviews and track all the open item in the reviews. Mitigate the repetitive issues by agreeing the action items with Delivery Owners
• Audit coordination: Coordination with internal and external auditors: Follow up and closure of non-compliances.
• Single point of contact for INA. Management of Quality Management System
• Ensure Alignment of Quality Management System to ISO standards and ITIL, also to compliance with any new standards.
• Develop, review and publish standards, policies and procedures for all functions involved with, or related to, quality of IT Services / procedures.
• Publish the QMG dashboard.

Key Qualifications:

• Education: Master’s degree in computer engineering, Computer Science, Information Systems or another related field is highly preferred
• Professional Certifications: - ITIL Foundation - ISO 9001 - Certified Project Management (PMP / Prince 2). Agile Certifications.
• 8+ years’ experience in Quality management and Service Management to establishing best practices across IT.
• Process Management, Quality Management / understanding of SDLC and quality analysis methodologies.
• Leadership skills, very good communication strategical skills, information seeking, analytical thinking, innovative, organisational skills.

About Us

ENBD

Meet the leading banking group in the region

Emirates NBD, the leading Banking Group in the MENAT region, was formed on 19 June 1963, when H.H. Late Sheikh Rashid bin Saeed Al Maktoum signed the Charter of Incorporation of the National Bank of Dubai (NBD) which became the first National Bank established in Dubai and the United Arab Emirates (UAE). With the blessings of H.H. Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, NBD merged with Emirates Bank International (EBI) on 06 March 2007, to form Emirates NBD, the largest banking group in the region by assets. On 16 October 2007, the shares of Emirates NBD were officially listed on the Dubai Financial Market (DFM). The merger between EBI and NBD to create Emirates NBD, became a regional consolidation blueprint for the banking and finance sector as it combined the second and fourth largest banks in the UAE to form a banking champion capable of delivering enhanced value across Corporate, Retail, Islamic, Investment, and Private Banking, Global Markets & Treasury, Asset Management and Brokerage operations throughout the region.