About Hamad International Airport:

Hamad International Airport enjoys a dominant position in the aviation industry. Our passenger volumes are on a steady and fast-growing path thanks to an unprecedented facility expansion that enhanced operational capacity and will drive business growth in the next years.

About the role:

Manage definition, documentation and monitoring of IT policies, processes and standards while ensuring alignment with prevailing industry best practices such as ITIL standards and relevant ISO frameworks. Process gaps are analyzed between as-is and to-be state, gain consensus, and drive recommendations on areas of continual improvements. Ensure processes and Standard Operating Procedures (SOPs) established within the department are adhered to, in line with Corporate IT Policies & ISO 20000 standards.

Key responsibilities

• Ensure implementation of IT processes and procedures while being aligned with all established Corporate IT policies & relevant ISO standards for services managed by MATAR-IT.
• Ensure process deployment of new or improved process changes are effective by communicating and liaising with process owners and after due diligence of change impact.
• Responsible for maintaining ISO 20000 certification of the IT Service Management System (ITSMS) implemented within MATAR-IT. This includes, planning annual audit programs and ensuring regular internal audits are conducted, identified areas of non-compliance are articulated, corresponding corrective action plans are documented and implemented within agreed timelines.
• Liaise with internal teams and where applicable external suppliers involved in both, projects and operational maintenance of systems to ensure IT Policies, Processes and Procedures are understood, adhered to, and continuously improved.
• Responsible for conducting Management Review Meetings as per established frequency that span ISO 20000, ISO 27001 and any other frameworks applicable to MATAR-IT. Work with relevant process owners and stakeholders to ensure identified actions are tracked to closure.
• Ensure Operational Level Agreements (OLAs) and internal Service Level Agreements (SLAs) are regularly reviewed to ensure they are kept up-to-date and relevant to business.
• Liaise with internal IT service owner(s) and ensure the Service Management Plan, Service Portfolio and Service Catalogue are regularly reviewed and kept up-to-date.
• Lead investigations into potential compliance violations and ensure appropriate corrective actions are planned and tracked until closure.
• Keeping abreast of industry best practices and emerging trends, work with relevant teams to implement continuous improvement measures that benefit business while remaining aligned to strategic objectives.