Information Technology Service Manager at Baobabplus

Job Description

• Ensure service management practices conform to the requirements of ITIL V4.
• Report the performance of the service management practices and services to top management.
• Managing IT service delivery by ensuring requirements for services are met.
• Ensuring continual improvement of IT services and service management practices.
• Ensuring the monitoring, measurement, analysis, and evaluation of the service value system and the services.
• Supervising process owners and other staff contributing to the service value system.
• Identify and review at intervals the external and internal issues that are relevant to the Bank’s purpose which can affect its ability to meet its service value system objectives.
• Identify and review at intervals the interested parties that are relevant to the service value system and services, and ensure the relevant requirements of these interested parties are met.
• Conduct/coordinate Service Training and handover training for new and existing services for the Business.
• Maintain and update the Service Catalogue and Application mapping records.
• Guarantee the quality of IT Services delivered or equipment procured are in line with the branch standard or set operating procedures.
• Design and conduct at least quarterly Internal Satisfaction Surveys for all IT Services.
• Work with IT Leadership & Business to define SLAs for Services and solutions.
• Follow up and ensure closure of all branches' opened tickets within the acceptable business agreed timeline.
• Ensure all Service Providers/Vendors reconciliations are done in line with the SLA.
• Define the standard for naming conventions of IT devices and ensure all IT devices carry the correct Hostname, Asset Tag (in Collaboration with Finance & Admin) on the network and document on Asset register.
• Track & provide remote support to resolve all incidents that occurred in Baobab Nigeria.
• Serve as the responsible person for all User IT Service Requests, Incidents Change Management Processes.
• Track and monitor Internet Service Provider expenses and any recharge of backup links or support Internet service.
• Serve as the budget monitoring tracking officer within the IT Department to give updates to IT Leadership on budget utilization.
• Contribute to the procurement process/procedures fulfillment and ensure quality is guaranteed.
• Develop and implement all IT Policies at the country level.

Requirements

• University degree in Computer Science, Electronic Engineering, Computer Electronics or equivalent
• At least a two-year experience in system/network administration, maintenance and IT
• Service Management or equivalent
• Microsoft MCP/MCSA Training/ certificate (desired)
• ITIL Foundation Certification or Training
• Implementer Certification/Professional Certificate in more than 2 Standards/Framework among these is a huge added advantage; Data Protection, ISO22301, ITIL V4/ISO 20000, ISO 27001/27002, PMBOK, ISO 27032