IT Service Management Lead at Dangote

Description

Ensure the efficient and effective delivery of IT services to all stakeholders within the organization. This role is responsible for managing a high-performance service desk and a geographically diverse team of IT support agents, providing customer-focused technical support. Excellent communication skills, strong leadership, and nuanced troubleshooting capabilities are crucial for success in this role.

Requirements

• Oversee the operations of the Service Desk and the IT Support Agents, ensuring the provision of quality, user-centric services across the organization.
• Establish and maintain Service Level Agreements (SLAs) in line with organizational requirements.
• Ensure a customer-focused approach to problem-solving, with clear, timely communication and effective resolution of IT issues.
• Collaborate with other IT and business leaders to align IT services with business needs and objectives.
• Lead, mentor, and develop the Service Desk Manager, IT Support Lead, and IT Technical Support/Field Support Engineers, fostering a culture of excellence and continuous learning.
• Lead incident management processes, ensuring swift resolution of issues and minimal disruption to services.
• Facilitate continuous improvement of IT service delivery through the analysis of performance metrics and customer feedback.

Qualification/Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 7 years' experience in IT service management, with at least 3 years in a leadership role.
• ITIL v4 Foundation certification or higher is required.
• Experience in managing a geographically diverse team in a complex organizational environment, preferably in the manufacturing sector.

Competencies, Skills and Knowledge Attitude

• In-depth knowledge of IT service management principles and best practices.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills, with the ability to convey technical information to a non-technical audience.
• Knowledge of IT governance frameworks and compliance
• Strong problem-solving abilities, with a focus on providing user-focused solutions.