Duties and Responsibilities
Put in place Operational Level Agreements (OLAs) with IT units.
• Put in place Service Level Agreements with business and ensure IT adheres to the service standards agreed upon.
• Tracks service issues raised by internal customers.
• Ensure SLAs are captured in contracts with vendors.
• Tracks service standard from vendors with assistance from support units
• Tracks software license expiry dates and ensure payments are done on time.
• Maintain procedures and guidelines for activities within unit.
• Attend to audit requests and risk issues and ensure all exceptions are actioned timeously and avoid repeat issues
• Communicates planned service outages proactively to management and other stakeholders.
• Any other duties, tasks, assignments and projects as may be delegated by Management from time to time.
Qualifications and Experience
Qualifications, Skills and experience required.
• A Degree in Information Systems, Computer Science, Information Technology
• ITIL Foundation certification
• 2 years’ experience in IT Service Management
• Good understanding of IT systems
