Contribute to the development of IT/IS Services strategies and develop detailed plans in support of related strategies, organizing required resources, monitoring and periodically reporting progress of plans

Contribute to the development of IT/IS Services methodology and put in place a reliable support system with clear processes and procedures and tools for measuring IT/IS performance and reliability

Assess resource requirements and assist in preparing the budget for IT Service Management, as well as prepare information systems technical business cases.

Provide technical information, customer assistance, and solutions to technical problems across the  enterprise

Develop and implement policies and procedures for IT/IS and enterprise systems development and operations

Oversee the preparation of overall report on performance of IS Service department from input gathered from other functional areas of the department

Track and monitor IT/IS metrics and analyze related statistics to support decision making in relation to discovering improvement opportunities

Ensure preparation and presentation of reliable trend analyses to help determine focus areas and develop proactive approaches to faults management

Initiate service improvement programs and liaise with the Change Management team over proposed changes

Manage, organize, direct, control and evaluate the activities of IT/IS support organizations in the

design, development & implementation of IT/IS services.

Monitor the effectiveness of the team against OLA/SLA/KPIs, driving through change as needed to deliver continual service improvement

Undertake projects designed to introduce new services or improve levels of service and carry out independent post implementation surveys to ascertain that newly introduced services meet customers’ utility and warranty requirements

Research new technologies, approaches and best practices on IT, IT/IS service design, delivery and implementation

Evaluate new information systems products or services and suggests changes to existing products or services to aid the end user

Drive availability of all enterprise systems in MTN Nigeria by managing all Incidents and Problem management

Eliminate/minimize downtime/disruptions to service delivery due to IT problems/issues

Formulate and maintain Customer relationship strategies to satisfy MTN Nigeria customers

Develop IT/IS action plan to address identified issues with customer satisfaction

Manage Major Incidents and Problems across all IS Enterprise Systems

Ensure operational procedures and practices are well defined, documented and consistently applied

Monitor & manage the entire incident lifecycle as it progresses through IT/IS and /or related interfaces within the organization

ITILv3 Expert Certificate (IT Service Management)

Fluent in English

Experience working in a medium to large organization