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 (http://careers.zain.com/careers/zaingroup/VacancyDetail.aspx?VacancyID=23024)