AVP, Tech - Change Management & Service Transition.MGN Egypt - Technology Service Management.Technology - MGNEGP
Mashreq · EG
As a Senior Manager in Service Management, you will lead the governance, optimization, and continuous improvement of ITIL processes, with a strong focus on Change Management and Service Transition. You will be responsible for driving process excellence by identifying improvement opportunities, overseeing technology change governance, and ensuring the successful delivery of production implementations.
Key responsibilities include monitoring change performance, analyzing change failures and service incidents, identifying root causes, and implementing preventive and corrective actions to reduce operational risk. You will collaborate closely with technology, operations, and business teams to ensure that all non-functional, operational readiness, and compliance requirements are met prior to production go-live.
The role also requires establishing meaningful process metrics, defining KPIs in partnership with the MIS team, and developing dashboards that provide actionable insights into service performance, change effectiveness, risk trends, and operational efficiency. Through strong stakeholder engagement and data-driven decision-making, you will contribute to enhancing service resilience, governance, and overall technology delivery outcomes.