Senior Manager, ITSSC Transformation Lead / Project Manager at IHS Towers

About the Job

• We are currently recruiting for a Senior Manager, IT Shared Service Centre (ITSSC) Transformation Lead/Project Manager.
• Based initially in Lagos, you will lead the IHS IT Shared Services Center (ITSSC) transformation project to ensure that adequate capability exists, that is matured and benchmarked against global best practices, to operate a world-class IT organization that is able to provide best-in-class services across its various operating country locations.

Key Roles & Responsibilities
ITSSC Transformation:

• Develop a clear understanding of the global IT Shared Service Center transformation goal and objectives
• Lead and manage the transformation program to ensure project delivery success that is on time, in scope, quality-based, and within CAPEX/OPEX budget.
• Managing the Transformation Project, stakeholder & Risk, and Issue Management.
• Deliver outcomes that involves a shift from reactive to proactive global service support to improve business productivity and user satisfaction.
• Work alongside technical specialists (applications, infrastructure, and security), service professionals, and project managers and implement the various work packages/solutions.
• Responsible for managing change proposals that involve receiving all project-related change requests, reviews for impact assessment and applicability, and approval.
• Improve the maturity level of the ITSSC service management processes based on ITIL best practice frameworks to the desired maturity level targets based on the ITSCC strategic objectives.
• Reduce the cost of service support and operational efforts by the implementation and adoption of shift-left strategies and automation.
• Ensure a shift to more value-add operational activities that supports the optimization of interdepartmental processes.
• Implement and enforce a global support model structure that integrates and standardizes ITSSC processes globally through ITSM system centralization, upskilling recommendation/implementation for IT personnel, and the establishment of a governance structure to improve organizational end-to-end accountability and control.
• Ensure the development of the IT Shared Services capability pack to effectively and efficiently support infrastructure upgrades, integration, and service provisioning associated with new country expansion.
• Ensure the BAU functions implement all IT Controls and confirm satisfaction with implemented controls
• Drive and coordinate weekly ITSSC Transformation Committee meetings which include the ITLT, transformation team, and the IT SSC BAU leadership to track project progress update.
• Ensure all technological, administrative, process enhancements are reviewed for SOX impact and ensure conformance/compliance where applicable.

Project Management:

• Work with the project sponsor to understand the objectives and business benefits targeted by the project, and advise on options and cost of delivery.
• Perform stakeholder identification and information gathering to understand needs and expectations.
• Confidently engage with key business and IT stakeholders to build commitment and support.
• Contribute to the preparation of a business case and return on investment.
• Define roles, responsibilities, and accountabilities within the project.
• Development of a project initiation documentation (PID), planning, executing, and managing key operational ITSSC project
• Monitor and report actual performance and achievement against the plan, while implementing corrective action to bring a project back on track.
• Assess and prioritize project risks.
• Manage follow-up activity to monitor and minimize risk probability/adverse impact or to maximize the realization of opportunity.
• Design and coordinate the processes that enable the project to manage changes to scope, requirements, and/or deliverables in a controlled way
• Plan/contribute to a quality plan to assure the deliverables from the project are “fit for purpose”.
• Promote the change/transformation program vision to IT staff at all levels of the business operation.
• Work closely with the demand management function to align major change projects with the overarching demand management framework for benefits realization and risk management perspective.
• Responsible for budget preparation and expenditure management to ensure financial targets are met.
• Investigate any risk areas where budgets and expenditure may exceed their agreed tolerances, and escalate once exceeded.
• Provide regular and ongoing communication on project progress to the project sponsor and steering committee.
• Ensure the effective management of vendors/3rd parties involved in project execution and tracking vendor performance.
• Monitor and report actual performance and achievement against the plan.
• Perform continuous monitoring of project-related risk and minimizing/mitigating risk impact such as implementing corrective action to bring a project back on track.
• Ensure that a coordinated approach in line with the approved project management framework of the IT organization is adopted to manage changes to scope, requirements, and/or deliverables in a controlled manner.
• Perform phase, milestone, final project review, and job completion sign-off.

Experience & Qualifications Required

• Bachelor's Degree in Computer Science or Information Technology. A Masters degree will be an added advantage.
• Minimum 10 years of experience in IT infrastructure and operations management, Operations Center management that includes; IT Support Center, Command Center, IT Service Desk, Network Operations Center, etc. with at least 5 years as a manager.
• 5yrs+ experience in designing and implementing modern & best in class IT service desk processes and tools to ensure maximum efficiency and effectiveness of IT services
• Certifications in any of the following would be an added advantage: ITIL Service Design and Service Transition, ISO 27001 (ISMS), Project Management Professional (PMP), PRINCE2 Foundation/PRINCE2 Practitioner, Management of Risk (M_o_R Foundation) etc.

Organizational Competencies:

• Be Bold
• Customer Focus
• Innovation
• Integrity

Functional Competencies:

• Strong understanding of ITIL design and transition processes.
• Experience in release coordination, service take-on and transition projects.
• Benefits management.
• Financial management.
• Application of project management methods and tools.
• Stakeholder management and communication
• Budget management
• Project Organization and Management
• Business case development
• Knowledge management.

Behavioural Competencies:

• Strong communication and stakeholder management skills.
• Critical reasoning and problem-solving abilities.
• Effective listening and communication (verbal/written).
• Strong interpersonal skills and a good team player.
• Time management
• Leadership/teamwork – Build and sustain positive relationships with team members and customers.
• Innovative