Apple Support Team Head

Job Purpose:

To supervise and lead Apple Support team to provide efficient full life-cycle (Software/hardware) support to senior management, board members in the first place and CIB staff having issues with the bank services supported on their Apple iOS Devices.

Job Description:

1. Identify, review, analyse, prioritize, and recommend improvement opportunities across the service lifecycle, sourcing models, technologies and partners, staff skills and training and communications.

2. Build a service improvement register SIR to track improvements from identification to implementation and delivery.

3. Deliver the improvement plans to align & support changes in the business processes.

4. Maintain overall health of ITSM as a discipline within the IT department.

5. Periodically conduct maturity assessments against the process activities and associated roles.

6. Measuring and identifying the value created by CSI improvements.

7. Adopt improvement concepts such as PDCA, ITIL CSI Approach, 7-Step Improvement Process.

8. Defining of metrics and KPI s for IT services that are being delivered by the team to end users, by monitoring & measuring the availability and performance of IT services.

9. Develop SLA s with internal customers and create buy-in for adherence to these SLA s within CIB.

10. Develop OLA s with other IT and respective teams and create buy-in for adherence to these SLA s within the IT department.

11. Review outsourced functional SLA with the IT vendor management to ensure that targets are aligned with CIB SLA targets.

12. Support & coordinate in the implementation of the Service Level Management (SLM) structure for CIB and advocate this structure to ensure buy-in for SLM in general and designed structure in particular.

13. Analyse all IT service delivery reports to identify any improvements in the process to proactively drive higher standards of the provided services.

Policies, Processes and Procedures

14. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

Day-to-day operations

15. Follow the day-to-day operations related to own jobs in the IT Security, Control and Quality Assurance department to ensure continuity of work.

Compliance

16. 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

Desired Candidate Profile

Qualifications & Experience:

Bachelor s degree of Computer Engineering, Computer science or its equivalent.

Minimum: 6-8 years of experience in Apple Support.

Certifications in Apple technologies.

Skills:

Good command of English and Arabic languages

Good Management skills

Excellent Communication and Presentation skills