Zain Nigeria Job: Team Lead - Performance & Demand Management

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Position: Team Lead: Performance & Demand Management
Reference: ZAIN1426
Business Unit: Zain Nigeria    
Division: Information Technology
Location: Nigeria - Lagos    
Closing Date: 23-May-2010

Basic Purpose:
    * Management of IT services 

Main Duties & Responsibilities:

    * Assurance of functional quality of solutions in accordance to requirements and expectations
    * Definition of  service performance management framework (KPIs, Balanced Scorecard, benchmark analysis)
    * Overall reporting regarding service quality and performance improvement
    * Definition of IT services and service levels offered / provided to the organization
    * Management of the service catalogue
    * Monitoring and management of service levels with regard to capacity, quality, availability and resources
    * Customer Advocacy
    * Demand/Capacity Management

Qualification & Competencies:

Qualifications:
    * Degree in Computer Science, engineering or related field is required
    * MBA will be advantage
    * ITIL Managers Version 2 and V3 foundation certification

Work Experience:
    * Minimum of 10 years working experience in IT. At least 5 years in managerial role in a blue chip company
    * At least 4 years experience in IT service management using the ITIL standard
    * At least 3 years working experience in a Telecoms company
    * Interpersonal skills
    * Good working knowledge of :
    * o Balance Scorecard
    * o OpenView/I2MP or similar tool

Key Departmental Responsibilties:
    * Customer Advocacy
    * Operational demand management
    * Service/Operational level management
    * Service Catalogue Management
    * IT Service Quality
    * Service Improvement programmes
    * IT performance reporting (SLAs/KPIs)

Note: you will be required to attach your Resume/CV

For more info:  Zain Nigeria Job: Team Lead - Performance & Demand Management

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