manager service management
Required with your submitted CV are the following; your current earning information and your DOB. Your contact details should contain active phone numbers and email addresses. Review your CV every time you make a submission, one CV does not fit all jobs. Kindly note that we need the subject matter of your response to contain the Job Title you are interested in, the file type must be PDF or DOCX, the preference being word documents, any response that contains a file name such as “My CV or My Resume” cannot be treated.
Please note short listing is based on the requirements in the given job descriptions below such as; qualifications required, years of experience, technology and industry exposure. All candidates for the list positions MUST have relevant and required work experience.
· Date Posted: Saturday, 1st March 2014
· Location: Lagos, Nigeria
· Closing Date: Tuesday, 4th March 2014
· Email CV to: [email protected]
manager serviCe management
Core Job Functions / Responsibility:
Oversees all service support and service delivery actions taken to ensure they meet business needs and IT requirements and continuously seek innovative ways of improving IT support services.
Primary activities
· Translates the Business Plan and IT Strategy into specific deliverables with respect to Information Technology Governance.
· Establishes the governance frameworks and strict compliance within the IT organisation, for IT Service Management, IT Quality Assurance and Service Performance Management.
· Plans and ensures implementation of these IT Service internal processes using best practice standards which include Six Sigma, PAS56, COSO, ISO31000, OCTAVE, NIST, MOR, ISACA SOX, COBIT, Val IT, BS25999, ITIL, ISO27001, BS17799, MSF, PMBOK, Prince 2, ISACA CGEIT, eTOM, SOA, TOGAF, Zachmann, SFIA, ISO 20000 and MOF using both internal and managed external resources/suppliers.
· Participate in the development and planning of IT strategy, policies, projects, service Levels and serves as the customer advocate within the IT organisation.
· Provides critical support and substantive management for the consistent implementation of the IT Steering Committee, IT Project Management Board, Service Review Committee and the Change Control Board.
· Enforce the highest standard of Change Control, to guarantee that the production systems run ONLY authorised and tested configurations.
· Implement rigorous automated configuration audits, using appropriate tools.
· Ensure the establishment of a managed Solutions Life-Cycle environment of Test, Development, Staging/QA and Production Systems.
· Oversees the Management of Service Levels with internal and external suppliers.
· Manages Service Continuity through enforced standards of document management for Requirements, Analysis, Design, Implementation and Operations documents.
· Ensures implementation of the IT Strategy and Plans within the operations that implement and enforce IT Service Management best practices (ITIL and ISO 20000)
· Manages Business Continuity through enforced standards of document management for Requirements, Analysis, Design, Implementation and Operations documents, within IT Services.
· Define and enforce Service Management Policies and Procedures.
· Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives
· Champion IT service culture and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
· Coordinate the daily administration (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with ITSM Services
· Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve
Job Requirements and Skills
Graduate Qualifications: A First degree BEng, BSc, BTec, Science or Technology Only from a recognised University REQUIRED.
Post Graduate Qualifications: Master’s degree or Post Graduate Qualification would be of ADVANTAGE.
Experience: 7 to 10 years’ relevant work experience in IT production environment, NYSC is ESSENTIAL.
Certifications and Training Requirements: Relevant IT Certifications (CISCO, JAVA etc.), ISO, ITIL, PMP, Applications etc. would be of ADVANTAGE.
Key Skills:
· Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly Organised, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organised, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills. Superior Analytical.
· Communication, Influencing and Negotiation
· Delegation/ Supervisory
· Problem Solving, Passion for Excellence, Integrity and Empowering people
· Growing people, Team work and Customer Focus
· Location: Lagos
