Zain Nigeria: Team Lead- Performance & Demand Mgt

Posted on :

18 May, 2010

Category :

Information Technology Jobs

Zain Nigeria is one of the leading telecom services providers in Nigeria, Zain is a dynamic company, and we offer excellent career paths for talented and motivated people. We’re especially keen to hear from people with experience in: ZAIN1426 – Team Lead: Performance & Demand Management

Business Unit: Zain Nigeria
Division: Information Technology
Location: Nigeria – Lagos

Basic Purpose:
Management of IT services

Main Duties & Responsibilities:
– Assurance of functional quality of solutions in accordance to requirements and expectations
– Definition of service performance management framework (KPIs, Balanced Scorecard, benchmark analysis)
– Overall reporting regarding service quality and performance improvement
– Definition of IT services and service levels offered / provided to the organization
– Management of the service catalogue
– Monitoring and management of service levels with regard to capacity, quality, availability and resources
– Customer Advocacy
– Demand/Capacity Management

Qualification & Competencies:

Degree in Computer Science, engineering or related field is required MBA will be advantage
ITIL Managers Version 2 and V3 foundation certification

Work Experience:
– Minimum of 10 years working experience in IT. At least 5 years in managerial role in a blue chip company
– At least 4 years experience in IT service management using the ITIL standard
– At least 3 years working experience in a Telecoms company
– Interpersonal skills
– Good working knowledge of :
o Balance Scorecard
o OpenView/I2MP or similar tool

Key Departmental Responsibilties:
– Customer Advocacy
– Operational demand management
– Service/Operational level management
– Service Catalogue Management
– IT Service Quality
– Service Improvement programmes
– IT performance reporting (SLAs/KPIs)

Application Closing Date: 23rd May 2010


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