Job Description

Roles & Responsibilities

Support the Service Management Lead in designing, documenting, maintaining, and improving core Service Management policies, processes and procedures including but not limited to: Incident Management, Request Management, Problem Management, Change Management, Release Management, Knowledge Management, Configuration Management and Service Continuity.

Support and maintains the Knowledge Management lifecycle.

Support in creating, maintaining, and continuously improving service catalogue data including:

Application services and their relationships and dependencies to other services and assets.

Ensure the completeness of the digital service catalogue.

Support in maintaining CMDB data by working closely with architecture and security Lead.

Document the digital services management processes. Ensure their alignment with all applicable frameworks and standards.

Promotes the service catalogue as the single source of truth concerning the products and services the Digital Cluster delivers, plus the related applications, infrastructure and assets which underpin these products and services.

Digital Cluster Change Management Process

Act as a key contributor the Change Enablement Board (ex. CAB)

Ensures all changes address the following points, including but not limited to:

Are robust and the impact and risk to the organization is minimal.

Will deliver the required performance with desired constraints removed.

Have appropriate rollback plans.

Have been sufficiently tested.

Have met security requirements.

Appropriate communication plans are in place.

Supports the CAB (Change Advisory Board) and Release meetings.

Services Catalogue Management

Maintains, manages, and improves the onboarding of services, including but not limited to:

Performance standards, measures, and arrangements, including any revisions.

Support arrangements are in place, both internal and 3rd party, including related changes to service management tools.

Digital Services Compliance

Ensure that all compliance and regulatory requirements are constantly met.

Ensure that all required services management controls and processes are in place.

Ensure that the services stakeholders and relevant service reporting is ready, where applicable, for the service to go live.

Actively support the performance of suppliers with respect to Service Management obligations, building and maintaining strong relationships with service leads of L3 Support Teams.

Continual Services Improvement

Keep abreast of trends and innovations, to further optimize Service Management and improve the customer experience.

Helps to promote digital cultural values within the Service Modernization and Technology teams.

Desired Candidate Profile

Must have practical track records in governance practices, business, and technology issues related to management of enterprise information assets and approaches related to data protection.

Should possess knowledge of digital and data-related governance regulatory requirements and emerging trends and issues.

Able to demonstrate consulting skills, with change management concepts and strategies, including communication, culture change, and performance measurement system design.

Should have a knowledge of risk management, Business Continuity, technology architecture and technology solutions.

Must have knowledge of industry leading Digital Governance and Management Frameworks and practices.

Must have minimum of 5 years of experience in a major organization (preferably in similar role), with large-scale information security operations.

Should have experience in Ports, Technology, or management consulting/ Audit Firms.

Bachelor's degree in Computer Science, Information Technology, or a related field.

Specialist - Data Governance Abu Dhabi Ports