Manager IT, User Support at Flour Mills of Nigeria Plc

Purpose of the Job

• To plan and coordinate timely and adequate service delivery of all IT support requests for the company and supported subsidiaries in line with organizational information technology standards
• Coordinating responses to incident reports, minimizing negative impacts and restoring service as quickly as possible. Managing the life cycle of all problems that have occurred or could occur in delivering a service. Agreeing targets for service levels and assessing, monitoring, and managing the delivery of services against the targets.

The Job

• Set strategies for service delivery that support the strategic needs of the FMN IT stakeholders.
• Authorize allocation of resources for monitoring service delivery arrangements.
• Lead the delivery of services, ensuring that agreed service levels, security requirements and other quality standards are met.
• Ensure adherence to relevant policies and procedures.
• Develop, maintain and test incident management procedures in agreement with service owners.
• Investigate escalated, non-routine and high-impact incidents to responsible service owners and seek resolution.
• Facilitate recovery, following resolution of incidents and ensure that resolved incidents are properly documented and closed.
• Analyze causes of incidents, and inform service owners to minimize probability of recurrence thereby contributing to service improvement.

Qualifications

• Candidates should possess a B.Sc / HND in Computer Science, Engineering or related course.
• Professional certification in ITIL foundation is an added advantage.

Experience:

• Minimum of 7 years cognate experience.
• Experience working in an international service delivery  and IT service outsourcing environment.

The Person must:

• Have strong communication and interpersonal skills.
• Have excellent leadership and managerial abilities.
• Possess keen analytical and problem solving skills.
• Show critical thinking with great attention to details.
• Have excellent time management skills.