Senior Manager - Service Management.Information Technology at MTN Nigeria

Job Description
Reports To: General Manager Service Management and Governance

Description
Review MTNN business direction and contribute to the development of Information Services, demonstrating an understanding of MTNN business strategies and needs of the customer.
Develop detailed plans in support of approved strategies in respect of Information Service Management, organizing required resources, monitoring and periodically reporting progress of plans. 
Lead the service management team and drive a service based culture in IS and put in place a reliable support system with clear processes and procedures and tools for measuring service delivery and performance.
Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.
Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues.
Review service metrics (KPIs) that identify the success of the services being utilized and recommend as well as coordinate implementation of changes to Service Management services to improve metrics.
Create and maintain a knowledge repository system to support Service Management function, gathering, analyzing, storing and sharing knowledge and information using a variety of processes and technologies.
Drive an aggressive problem management strategy by ensuring improved vendor response times and proactively identify and resolve problems and known errors.
Manage incident escalation and determine innovative ways to drive dependencies that lie with other units or 3rd party service providers
Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Education:
First degree in any discipline preferably Computer Science, Engineering or equivalent
ITILv3 Expert, ITIL v4, PMP or PRINCE2, Professional Agile Leader, Scrum Master, DevSecOps
Masters Degree in a relevant discipline will be an added advantage.

Experience:
9 - 17 years’ experience which includes:
Manager track record of 5 years or more; with at least 3 years in relevant sector/industry 
Work experience across diverse cultures and geographies is advantageous
5+ years in a service management role in a complex IT environment  
2+ years of performance testing and capacity planning work experience in a technical disciplines