AVP, Tech - Change Management & Service Transition.MGN Egypt - Technology Service Management.Technology - MGNEGP

Responsibilities

• Manage and optimize ITIL processes, particularly Change Management and Service Transition.
• Identify process improvement opportunities and simplify controls.
• Track and ensure successful implementation of technology changes.
• Establish root causes of change failures and incidents, and propose preventive actions.
• Drive Service Transition process to address non-functional requirements pre-production.
• Collaborate with relevant teams to implement process improvements.
• Define process KPIs and work with MIS to develop dashboards.
• Stay updated with industry best practices and trends in Service Management.
• Provide leadership and mentorship to the Service Management team.

Qualifications

• Minimum 15 years of experience in Service Management, designing, defining, and driving ITIL processes.
• Experience in the Banking industry is preferred.
• Strong leadership and management skills, with the ability to lead and motivate a team.
• Excellent analytical and problem-solving abilities, with a focus on process optimization.
• Proven track record in driving process improvements and implementing ITIL best practices.
• Proficiency in using MIS tools and data analytics for process monitoring and reporting.
• Strong communication and collaboration skills to work effectively with cross-functional teams.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• A relevant bachelor's degree in Computer Science, Information Technology, or a related field.
• Certifications in ITIL or other relevant Service Management frameworks are highly desirable.