Service Management Practitioner at Procept Associates Professional Services Limited

Role Summary

• Procept Africa is seeking an experienced, highly motivated, and results-oriented Service Management Practitioner to join its growing Service Management Practice.
• The successful candidate will play a key role in delivering IT Service Management (ITSM) implementation, and continual improvement services to clients in the telecommunication and other sectors including ICT.
• This role requires a seasoned ITSM professional with extensive practical experience, excellent knowledge of the ITIL framework, and a proven track record of designing, implementing, and optimizing ITIL-based service management solutions.
• The successful candidate will support the growth of Procept Africa's Service Management Practice and will be seconded to client sites as required to deliver operational support services.

Key Responsibilities
Service Management:

• Lead and support IT Service Management consulting and implementation engagements.
• Assess clients' IT Service Management maturity and recommend improvement initiatives aligned with industry best practices.
• Design, implement, and optimize ITIL-aligned service management processes.
• Develop Service Management strategies, operating models, governance frameworks, policies, standards, procedures, and service roadmaps.
• Facilitate ITSM workshops, stakeholder engagements, and process review sessions.
• Conduct ITSM gap analyses, maturity assessments, and service improvement reviews.
• Drive continual service improvement initiatives that enhance service quality, operational efficiency, and customer satisfaction.

ITIL Implementation:

• Lead the end-to-end implementation and optimization of ITIL practices, including:
  • Incident Management
  • Problem Management
  • Change Enablement
  • Service Request Management
  • Service Catalogue Management
  • Service Level Management
  • Configuration Management
  • IT Asset Management
  • Availability, Capacity, Continuity and Security Management
  • Knowledge Management
  • Continual Improvement.
• Ensure successful adoption of ITIL practices (including processes) through effective stakeholder engagement, change and user enablement.
• Support the implementation and optimization of ITSM platforms where required.

Practice Development:

• Support the growth and continuous development of client’s Service Management Practice.
• Develop and enhance methodologies, templates, frameworks, toolkits, and reusable consulting assets.
• Keep abreast of emerging trends, technologies, and industry best practices in IT Service Management.

Client Support:

• Provide operational support to client organizations.
• Act as a trusted advisor on IT Service Management strategy, governance, and process improvement.
• Collaborate with client leadership, business stakeholders, and technical teams to improve IT service delivery and operational performance.
• Be available for deployment or secondment to client sites within Nigeria as business needs require.

Key Performance Indicators (KPIs)

• Successful delivery of IT Service Management consulting and implementation engagements.
• Quality and timeliness of ITIL implementation projects.
• Client satisfaction and engagement outcomes.
• Successful adoption and continuous improvement of ITSM processes.
• Achievement of project objectives within agreed scope, budget, and timelines.
• Contribution to the growth and development of Procept Africa's Service Management Practice.
• Development of reusable methodologies, templates, and consulting assets.
• Contribution to business development, proposal development, and successful client acquisition.

Requirements
Required Qualifications:

• Bachelor’s Degree in computer science, Information Technology,  Engineering, or a related discipline.
• ITIL Foundation Certification.
• ITIL Managing Professional, Strategic Leader, ITIL Expert, or ITIL Master certification is an added advantage.
• Additional professional certifications such as ISO/IEC 20000, COBIT, Agile, PRINCE2, PMP, or Lean Six Sigma are desirable.

Experience:

• Minimum of 5 years of hands-on experience in IT Service Management.
• Strong practical experience delivering ITSM consulting and implementation projects.
• Excellent knowledge of ITIL principles and best practices.
• Proven experience implementing ITIL frameworks within medium to large organizations.
• Experience leading ITSM transformation and service improvement initiatives.
• Experience working with ITSM platforms such as ServiceNow, BMC Helix, ManageEngine, Jira Service Management, Freshservice, or similar solutions.
• Experience working in a telecom environment is essential for success.

Required Competencies:
Technical Competencies:

• Strong knowledge of ITIL principles, practices, and Service Management frameworks.
• Extensive experience designing and implementing IT Service Management processes.
• IT Service Governance and Continual Improvement.
• ITSM practice design, documentation, and optimization.
• ITSM maturity assessments and gap analysis.
• KPI, SLA, and Operational Level Agreement (OLA) development and reporting.
• Service performance measurement and reporting.
• IT governance, risk management, and operational excellence.
• Working knowledge of leading ITSM tools and platforms.

Behavioural Competencies:

• Excellent analytical, critical thinking, and problem-solving skills.
• Strong communication, presentation, and facilitation skills.
• Ability to engage effectively with senior executives, business stakeholders, and technical teams.
• Excellent stakeholder and relationship management skills.
• Strong consulting and customer engagement capabilities.
• Ability to work independently and collaboratively within cross-functional teams.
• High level of professionalism, integrity, and accountability.
• Strong customer focus with a commitment to service excellence.