Head, Service Delivery at Arnergy Solar Limited

Location: Ilupeju, Lagos

Job Description

• Come join Arnergy’s team and help improve distributed energy reliability to businesses and homes in Nigeria.
• You will analyse our core markets, products, processes and operations to identify gaps and frictions.
• Additionally, you will provide solutions to the identified challenges, these include data driven solutions.
• You'll need to demonstrate excellent understanding of business process optimization, requirement elicitation, business modelling.
• You will largely help the organisation to optimize processes, functions, products and services to meet goals of internal, customer and external stakeholders.

You will:

• Be responsible and accountable for all service management functions and ensure that they are delivered in line with ITILv4 standards and operating model.
• Ensure that services are designed, planned, implemented and improved in line with both current and future business needs.
• Engage, coordinate and support multiple business functions including finance, accounting, engineering, project delivery, people & culture and customer operations to ensure the consistent deployment of processes, tools and technology essential for effective service delivery and development.
• Ensure the coherent and effective management of the processes, systems and people required to design, develop, deliver and improve technology services to meet current and future needs.
• Lead the customer operations, project assurance and customer experience functions within the strategy and business operations unit of the group.

Responsibilities
Your key responsibilities will include:

• Working in the strategy and business operations team to develop innovative service and operations strategies to help drive disciplined execution.
• Recruiting, leading, motivating, developing and managing the performance of direct reports, building a high calibre team with the skills and capabilities needed to deliver the required results.
• Promoting and championing the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
• Accountable for building, publishing and the utilization of the service catalog.
• Overseeing the process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
• Developing performance measures and consistently report metrics to the IT Services Leadership team.
• Leading continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
• Providing tactical and strategic recommendations based on ITSM key performance measures.
• Managing departmental budgets and forecasts appropriately.
• Responding to on-call duties and emergencies on-site as needed.

Requirements
You'll be a good fit for this role if you meet the following requirements:

• Bachelor's Degree in Computer Science or related field and a minimum of ten (10) years demonstrated experience in ITSM and/or information technology.
• Master's Degree in Computer Science or related field and minimum of six (6) years demonstrated experience in ITSM and/or information technology.
• Any equivalent combination of experience, training, and/or education,.

We’d also like to see:

• In-depth knowledge of IT Service Management (ITIL) frameworks
• In depth knowledge of project management principles and practices
• Proven ability to manage complex programs
• Functional experience with ERP implementation
• Experience in leading process improvement and organizational change initiatives
• Proven expertise and overall responsibility in customer service and contact center services, performance and new generation capabilities
• Excellent presentation, time management, and collaborating skills
• Motivated, goal oriented, persistent and a skilled negotiator
• Ability to handle stressful situations and deadline pressures well
• How you plan and carry out responsibilities with minimal direction.
• Ability to work with people from a variety of different culturally diverse backgrounds
• Your track record of success in a similar role
• Flexibility and comfort working in a fast-paced, changing environment
• Your high energy and attribute of grit
• High level of attention to detail.