Manager – Service Delivery (Data Centre, Infrastructure, EOD & NOC)

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: • Manage end-to-end delivery of Data Centre and Infrastructure services, ensuring service availability, operational stability and achievement of agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and operational targets. Develop service improvement plans and ensure continuous enhancement of service quality. Ensure operational governance frameworks, service reporting, audit readiness, SLA management and risk control activities are effectively implemented and maintained. Produce management reports and operational dashboards covering service availability, incident trends, capacity utilization and risk exposure to support decision making and regulatory compliance. • Lead daily operations of Production and Disaster Recovery Data Centres, ensuring maximum availability of critical banking services and infrastructure. Manage 24x7 operational support including infrastructure and facilities monitoring, Network Operations Centre (NOC) activities, batch operations, End of Day (EOD), Beginning of Day (BOD), access management and operational readiness activities. Ensure operational incidents are addressed, escalated and resolved within agreed timelines. • Oversee physical Data Centre operations including rack space management, power and cooling capacity, cabling, equipment installations, decommissioning and Data Centre access controls. Ensure compliance with operational procedures, security requirements and audit standards. • Lead daily operations of Production and Disaster Recovery Data Centres, ensuring maximum availability of critical banking services and infrastructure. Manage 24x7 operational support including infrastructure and facilities monitoring, Network Operations Centre (NOC) activities, batch operations, End of Day (EOD), Beginning of Day (BOD), access management and operational readiness activities. Ensure operational incidents are addressed, escalated and resolved within agreed timelines. • Lead major incident management activities and coordinate technical teams to restore critical services. Drive root cause analysis, problem management initiatives and change governance processes to reduce business impact and prevent recurrence of service disruptions • 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. • 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: • Bachelor’s degree is a mandatory requirement in Computer Science, , Information Systems or related field • 10+ years of experience in Data Centre Operations, IT Infrastructure Services, Service Delivery, Business Continuity and Technology Operations, including leadership responsibilities within a Bank / Financial or large enterprise environment. Service Delivery Excellence • Certified Data Centre Specialist (CDCS), ITIL Foundation; Project Management certification will be additional advantage. • 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 What we offer: • Competitive Salary: Additional to this, 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.

Bachelor’s degree in Computer Science, Information Systems or related field. 10+ years of experience in Data Centre Operations, IT Infrastructure Services, Service Delivery, Business Continuity and Technology Operations, including leadership responsibilities within a Bank / Financial or large enterprise environment. Certified Data Centre Specialist (CDCS), ITIL Foundation; Project Management certification will be additional advantage. 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.