Position: ZAIN1426 - Team Lead: Performance & Demand Management
Business Unit: Zain Nigeria
Division: Information Technology
Location: Nigeria - Lagos
Closing Date: 01-Apr-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 :
• Balance Scorecard
• 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)
For more information and application: Zain Nigeria Vacancy for Team Lead: Performance & Demand Management (http://careers.zain.com/careers/zaingroup/VacancyDetail.aspx?VacancyID=23024)