[Full-time] Manager-IT Service Management at Etisalat Nigeria

[etisalatng]

Location: Lagos

URL: www.etisalat.com.ng

Description:

Division: IT Service Management & Administration

Reports To: Head-IT Service Management & Administration

Job Summary:

Ensure that all IT service support and delivery actions meet Etisalat Nigeria business needs and IT requirements

Take ownership of Etisalat Nigeria customer satisfaction measures with regard to all IT services provided

Principal Functions:

Ensure that Etisalat Nigeria's operations responsible for implementation and enforcement of IT service management practices (ITIL and ISO 20000) are aligned with the organization's IT strategy and plans

Ensure the establishment of Steering Committees for Information Technology, Project Management, Change Management and Service Quality

Ensure the establishment of a managed Solutions Life-Cycle environment of Test, Development, Staging/ QA and Production Systems

Manage Business Continuity through enforced standards of document management for Requirements, Analysis, Design, Implementation and Operations documents, within IT Services

Own the primary responsibility of defining and enforcing Service Management Policies and Procedures

Enable and champion an IT service culture

Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives

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 which arise in connection with ITSM Services

Review service metrics (KPIs) that identify the success of the services being utilized; recommend and co-ordinate implementation of changes to ITSM services to improve metrics

Co-ordinate inter-process changes with process owners

Ensure alignment of ITSM solutions to Etisalat Nigeria business needs

Oversee the creation and maintenance of  the Service Catalogue (Service Portfolio Management) – description of existing services offered by Etisalat Nigeria IT function

Formulate, agree and maintain an appropriate SLM structure for Service Delivery

Ensure appropriate OLAs/SLAs are in place to support any new services

Analyze and review actual service performance against SLAs and OLAs

Provide regular reports on service performance and achievement for the attention of Etisalat Nigeria management team

Review SLA targets and metrics where necessary

Review OLA targets and metrics where necessary

Review third party underpinning agreements where necessary

Agree appropriate actions to maintain or improve service levels

Initiate and co-ordinate actions to maintain or improve service levels

Provide oversight to Etisalat Nigeria Service Owners

Act as a co-ordination point for any temporary changes to service levels

Educational Requirements:

First degree or equivalent in any relevant discipline

Postgraduate/ professional qualifications in related fields/ disciplines will be an added advantage

Relevant certifications in Quality and IT Service Management mandatory

Relevant certifications in core IT and mobile technologies will provide a distinct advantage

Other Solutions Life-Cycle certifications in IT or telecoms best practices, e.g Microsoft Solutions Framework (MSF), Microsoft Operations Framework (MOF), Rational Unified Process (RUP), IT Infrastructure Library (ITIL), Project Management, ISO 20000, Six Sigma, COBIT or ETOM, IT Governance, IT Audit, IT Architecture and the CMM are optional

Experience & Skills:

Between five (5) and eight (8) years directly relevant post-NYSC work experience, covering:

•   Extensive use of Microsoft Office and Process and Systems Documentation

•   Extensive and accurate knowledge of IT, GSM and 3G network architectures

•   Demonstrable excellent capabilities in conflict resolution, presentation,interpersonal communication, project management, time and priority management, people management and negotiation techniques

•   Identifying and resolving exact root causes of project execution exceptions within IT projects and processes

•   Effective understanding of the Systems Development Life-Cycle and the fine balance required between the competing demands of project execution and controls

•   At least 3 years of experience in a Project Management or Project Support Office role at the level of a Team Leader or Specialist, ideally within a mobile network operator business environment

•   At least 3 years of experience implementing and supporting subscriber products and services with best practices processes and standards, preferably within a GSM and 3G network operator business environment

•   At least 3 years of experience in User Support, Application/Systems Administration, Application Development or IT Networks role

Click to apply on or before 23rd May 2012

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[EmekaWilson]

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