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Monday, March 29, 2010

ZAIN1426 - Team Lead: Performance & Demand Management

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)
     
    Business Unit: Zain Nigeria Division: Information Technology
    Location: Nigeria - Lagos Closing Date: 01-Apr-2010
    Basic Purpose:
    • Management of IT services 
     
Note: you will be required to attach the following:
1. Resume/CV

 Apply now!
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