Manager - Service Delivery

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

We are actively seeking an ambitious professional to join our Group Business Service team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include:

Service Delivery

• Manage technology lifecycle across agreed portfolio, from run to change to vendor liaison and performance assessments and areas for improvement around agreed performance metrics and SLA’s in order to identify areas requiring improvement

• Work with business stakeholders in order to understand needs and requirements and iteratively improve the technology landscape to maintain a modern, safe and relevant tech stack

• Conduct competitive and vendor research and review data and feedback loops in order to prioritise technology related service delivery

• Remove blockers and issues and communicate squad performance using facts, data and evidence with squads,tribes, platforms and business stakeholders to ensure effective implementation

• Contribute to Platform and squad deliverables as required to ensure achievement against agreed turnaround times (TATs)

• Drive change control and high availability levels to ensure achievement within agreed thresholds

• Engage across ADCB Technology platforms in order to drive solutions and alignment around prioritised deliverables

Resource Management

• Develop and maintain an appropriately prioritised backlog of work in enterprise work management tools (Jira etc.), and across key platforms and systems under remit, with accountability for data dashboards and reporting to ensure accuracy of data provided

• Optimise contract and system performance to ensure achievement with requirements

• Manage human capital and technology resources to ensure they are within agreed guardrails, budgets and operational outcomes

• Manage and mitigate Standard Operating Procedures (SOPs), dependencies, issues and risks for squad, including reducing technical debt to ensure compliance to ADCB requirements

Stakeholder Management

• Collaborate with prospective users and stakeholders in order to understand and anticipate their needs and translate them into product requirements

• Identify and assist the stakeholder understand the business model, value and value proposition in order to fully understand the deliverable being implemented

• Act as the main point of contact between teams and stakeholders to ensure accurate information flow

People Management

• Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance

• Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems

Policies, Processes, Systems and Procedures

• Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders

Continuous Improvement

• Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the Bank’s standards

Customer Service

• Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions.

The ideal candidate should have the following experience

• Minimum Experience: At least 6 years of experience in Technology functions or Digital organisations

• Minimum Qualifications: Bachelor’s degree in Computer Science, Information Systems or related field

• Knowledge and Skills: Service Delivery Excellence, Product management, Agile methodologies

• Strong analytical and problem-solving skills

• Strong written, verbal and presentation skills

• Collaboration and teamwork, Ability to multi-task and work to deadlines

• Stakeholder relationship management

• Planning and prioritisation

• Numerically astute

What we offer:

• Competitive Salary. Additionally, all employees are eligible to participate in one of our rewarding variable pay plans.

• Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).

• Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.

• Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.