Head, Service Delivery at Arnergy Solar Limited

Location: Ilupeju, Lagos
Industry: Engineering

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. In a situation where there are two qualified persons, a female or a candidate from a “minority” group will be considered’

Key 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.

Job 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 years demonstrated experience in ITSM and/or information technology.
• Master's degree in Computer Science or related field AND minimum of six 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 In a situation where there are two qualified persons, a female or a candidate from a “minority” group will be considered’
• 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.