Purpose of the Job:
To ensure the delivery of for Service Management Centre services to customers through development, establishment and maintenance of Service Level Agreements, Operational Level Agreements, Underpinning Contracts and Project Charters with the key objective of ensuring that consistent and efficient support and services are provided to customers through communication, negotiation ,measurement and management of service levels including development and implementation of continual service improvement initiatives.
Keyn Responsibility Areas:
Development, implementation and management of delivery of Service Management Centre (SMC) services in line with aligned to ITIL methodologies in order to perform end-to-end service management functionality.
Management of the Service Delivery for direct and embedded Service Management Centre services to customers.
To plan organize lead and direct all components of the Service Delivery related to Service Management direct and embedded services including vendor management.
To develop and implement Service Management Centre Service Delivery Processes and ensure compliance
To design, develop, implement and maintain Service Management Reporting platforms.
Qualifications and Experience:
Minimum: 3 -Year National Diploma or Degree in IT or related fields and ITIL Foundations Certification.
Experience: 5 -6 years' experience in Service Management principles aligned to good practice methodologies, Service Level Management practice, service level performance reporting principles, Customer Service Level and Relationship management and project and financial management principles.
Technical Competencies:
Knowledge of: Processes development and implementation. Understanding of Service Delivery aligned to ITIL good practice methodology, Cobit Governance and ISO 20 000 standards. Understanding continual improvement through service/process monitoring and evalaution. Understanding and practice of of Project Management. Understanding of the ICT Industry and the value of convergence Understanding of customers business and how IT contributes to the delivery of that product or service. Knowledge of technical infrastructure related to WAN, LAN and other aspects related to it. Understanding statistical and analytical principles and processes. Contract Management. Knowledge Management Programme and Project Management. Good Risk & Issue management. Good understanding of Financial management. Good understanding of Information Management Excellent understanding of Service Delivery aligned to ITIL good practice methodology, Cobit Governance and ISO 20 000 standards
Deadline:31st March,2026