Mashreq

Senior Manager – Change Management

Mashreq

full-time

Posted on:

Location Type: Remote

Location: Egypt

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Job Level

Senior

Tech Stack

ITSM

About the role

  • Manage and optimize ITIL processes, specifically Change Management and Service Transition.
  • Identify opportunities to enhance process controls and streamline procedures.
  • Track and oversee the successful implementation of technology changes across the bank.
  • Investigate and address the root causes of change failures and incidents, implementing preventive measures.
  • Drive Service Transition processes to address non-functional requirements before production go-live.
  • Collaborate with the MIS team to define process KPIs and develop informative MIS dashboards.
  • Ensure effective communication and coordination with relevant teams and stakeholders.
  • Stay updated with industry best practices and trends in IT service management.
  • Provide mentorship and guidance to junior team members, fostering a culture of continuous improvement.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Minimum 8 years of experience in IT service management, with a focus on Change Management.
  • Proven track record of leading and implementing successful ITIL processes.
  • Strong analytical and problem-solving skills, with an ability to identify process inefficiencies.
  • Excellent communication and interpersonal skills for effective collaboration.
  • Experience in defining and implementing process KPIs and MIS dashboards.
  • Ability to work independently and manage multiple projects simultaneously.
  • Certifications in ITIL or relevant service management frameworks are preferred.
  • Familiarity with banking industry practices and regulations is an advantage.
Benefits
  • Health insurance
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ITILChange ManagementService Transitionprocess controlsprocess KPIsMIS dashboardsanalytical skillsproblem-solving skillsproject management
Soft Skills
communication skillsinterpersonal skillscollaborationmentorshipcontinuous improvement
Certifications
ITIL certification