Senior Engineer- Service Management

First Abu Dhabi Bank

Job Description

Process Owner: Accountable for ensuring that their process is performed according to the agreed and documented standard and meets the aims of the process definition.
Process Owner:

  • Sponsor, design and change manage the process and its metrics.
  • Define the process strategy and periodically review it
  • Ensure that appropriate process documentation is available and current.
  • Define appropriate policies and standards to be employed throughout the process.
  • Periodically audit the process to ensure compliance to policy and standards.
  • Communicate process information or changes as appropriate to ensure awareness.
  • Provide process resources to support activities required throughout the service lifecycle.
  • Ensure that process technicians have the required knowledge and the required technical and business understanding to deliver the process, and understand their role in the process
  • Identify improvement opportunities for inclusion in the CSI register and assist with these improvements.

Specific Accountability

  • Perform the Process Owner role for the Change Management process.
  • Design change hierarchies, criteria, change models and workflows.
  • Liaise with Process Owners to ensure that there is an integrated approach to the design and implementation of Change Management, Service Asset and Configuration Management, Release and Deployment Management, and Service Validation and Testing.
  • Prepare and manage Change Management tools and processes.
  • Manage the Change Schedule (CS) and Projected Service Outage (PSO)
  • Coordinate key interfaces between Change Management and other processes in particular, Service Asset and Configuration Management and Release and Deployment Management.
  • Articulates functional / non-functional requirements


  • Strong Customer Service Skills, verbal and written.
  • Strong experience of ITIL implementation and its operations.
  • Good experience of ISO 20000 certification and compliance requirements.
  • Good understanding of Service Delivery, Technical Infrastructure and ITSM toolsets.
  • Excellent communication and analytical skills.

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