Service Delivery Lead at Dangote

Description

The Service Delivery Lead is responsible for ensuring the effective delivery of IT services to meet business needs. This role is critical in driving service efficiency, maintaining compliance with service level agreements (SLAs), and fostering a culture of continuous improvement within the IT service delivery team. The ideal candidate will possess strong leadership and project management skills, a deep understanding of IT service management principles, and excellent communication skill to effectively convey complex concepts to technical and non-technical stakeholders.

Key Responsibilities

• Accountable for the Service Delivery function of the Dangote Group
• Ensure that trouble tickets are addressed to agreed service levels and contractual commitments through prioritization, incident recording, recognition, isolation, resolution and follow up.
• Ensure authorized users can request and receive standard services.
• Accountable for meeting systems infrastructure or operational Service Level Agreements established by the Head, Information Technology.
• Oversee staff scheduling to ensure Service Desk coverage during normal business hours and on-call support as required. Drive continual service improvement for key IT service management processes.
• Ensure weekly, and monthly statistics, status reports, and graphical reporting aids are completed.
• Oversee the implementation of changes and releases, ensuring minimal disruption and adherence to change management processes
• Monitor effectiveness of the Service Desk and Service Integration functions and make recommendations and own improvement initiatives.
• Determine problem priority, service levels and remedial actions.
• Accountable for the creation and maintenance of the overall service measurement framework
• Conduct root cause analysis and implement preventive measures.
• Review the service dashboard and service performance reports.
• Ensure consistency between the service catalogue and the overall service portfolio.
• Ensure that the service catalogue information is aligned to the IT Strategy & to business priorities.
• Escalate incidents and problems to third party providers as required.

Requirements

• Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field. Master’s degree preferred.
• Certifications: ITIL certification or equivalent preferred.
• Minimum of 7-10 years in IT service delivery or a related field, with at least 4 years in a leadership or managerial role.
• Proficiency in IT Service Management Tools and Technologies: • Experience with service management platforms and tools. • Knowledge of ITIL Framework and understanding of ITIL principles and best practices. • Experience in managing and improving ITIL processes relating to service delivery (Incident, Problem, and Change Management Processes)
• Proficiency in managing multiple projects, prioritizing tasks, and meeting deadlines.
• Excellent verbal and written communication skills, with the ability to convey complex concepts to technical and non-technical stakeholders.
• Proven ability to lead, manage, and mentor a team, fostering a positive and collaborative work environment.
• Strong analytical and problem-solving skills, with the ability to conduct root cause analysis and implement preventive measures.
• Experience managing third-party service providers and ensuring compliance with contractual obligations.
• Strong focus on customer satisfaction and ability to manage customer expectations effectively.
• Ability to adapt to changing business needs and work in a fastpaced environment.

Key Performance Indicators (KPIs):

• Service Level Agreement (SLA) Compliance: Percentage of IT services meeting or exceeding agreed-upon SLAs.
• Incident Resolution Time: Average time taken to resolve incidents from initial report to resolution.
• Customer Satisfaction: Customer satisfaction scores based on regular surveys and feedback.
• Incident Response Time: Speed of detecting and resolving security incidents.
• Change Success Rate: Percentage of changes successfully implemented without causing incidents or service disruptions.
• Problem Management Effectiveness: Reduction in recurring incidents through effective problem management and root cause analysis.
• Service Availability: Uptime percentage of critical IT services and systems.
• Continuous Improvement Initiatives: Number and impact of initiatives aimed at improving service delivery efficiency and effectiveness.