Senior Manager – Service Management, Information Technology at MTN Nigeria

We are recruiting to fill the position below:

Job Title: Senior Manager – Service Management, Information Technology

Job Identification: 1370
Location:  Ikoyi, Lagos
Job Category: MTN Level 3H
Job Schedule: Full time
Reports To: General Manager Service Management and Governance
Division: Information Technology

Description

• Review MTNN business direction and contribute to the development of Information Services, demonstrating an understanding of MTNN business strategies and needs of the customer.
• Develop detailed plans in support of approved strategies in respect of Information Service Management, organizing required resources, monitoring and periodically reporting progress of plans. 
• Lead the service management team and drive a service based culture in IS and put in place a reliable support system with clear processes and procedures and tools for measuring service delivery and performance.
• Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.
• Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues.
• Review service metrics (KPIs) that identify the success of the services being utilized and recommend as well as coordinate implementation of changes to Service Management services to improve metrics.
• Create and maintain a knowledge repository system to support Service Management function, gathering, analyzing, storing and sharing knowledge and information using a variety of processes and technologies.
• Drive an aggressive problem management strategy by ensuring improved vendor response times and proactively identify and resolve problems and known errors.
• Manage incident escalation and determine innovative ways to drive dependencies that lie with other units or 3rd party service providers
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Education

• First Degree in any discipline preferably Computer Science, Engineering or equivalent
• ITILv3 Expert, ITIL v4, PMP or PRINCE2, Professional Agile Leader, Scrum Master, DevSecOps
• Master’s Degree in a relevant discipline will be an added advantage.

Experience:
9 – 17 years’ experience which includes:

• Manager track record of 5 years or more; with at least 3 years in relevant sector/industry 
• Work experience across diverse cultures and geographies is advantageous
• 5+ years in a service management role in a complex IT environment  
• 2+ years of performance testing and capacity planning work experience in a technical disciplines.

Application Closing Date
29th November, 2022 (11:59 PM).

Method of Application
Interested and qualified candidates should:
Click here to apply online