Recruiting Company: MTN-Uganda
Duty Station: Kampala,
Reports to: General Manager Infrastructure & Service Management
Job Summary: The Senior Manager IT Service Management will be responsible for definition and execution of the IT Service Management Strategy within IT Shared Services and across the outsourced vendors for the MTN Uganda franchise.
Key Duties and Responsibilities:
The job holder is responsible for establishment, maturing and optimization of the IT Service Management disciplines and processes in IT Shared Services, which include Incident, Configuration, Change, Problem and release management. Ensuring that the required tools are deployed and configured to support these processes.
Accountable for the IS Availability Management across all the IS services as listed in the Service Catalog.
Accountable for all IS Service Management reporting.
Responsible for the creation and execution of the Continuous Service Improvement program.
Accountable for the communication and training required to ensure that the IS Service Management processes are understood and performed effectively by IS support groups across IT Shared Services and its outsource partners.
Accountable for the development and management of the IS Service Delivery of IT Shared Services’ managed service and maintenance contracts against agreed SLAs and to work with both customers and IT equipment suppliers to develop managed service business.
Accountable to manage all the services procured from the IT End User Support outsourcing partner.
Accountable for IS Customer Relations internally to IT Shared Services. (All End-users of IS equipment).
Perform any other duties as assigned by the General Manager Infrastructure & Service Management.
The MTN Senior Manager IT Service Management should possess a Bachelor’s degree in Computer Science.
Good project communication planning and management skills
Possession of ITIL certification/knowledge.
Strong functional knowledge of information Systems.
Skills and Experience:
Five or more years’ related IT experience – project management experience and a sound understanding of ITIL standards and best practice within operational environments.
Prior experience in creating complex project communication materials; reporting on project status; budgets and results.
High Financial acumen
Knowledge of the ITIL service management best practice framework and standards
Good Legislation knowledge
Ability to work under pressure
Excellent analytical skills
Good data analysis skills
Risk assessment and management skills
Good Problem solving ability
Knowledge of Project budgeting
Project communication planning and management skills
Service level agreement management skills
Good analytical and thinking skills
Good attention to detail
Good Conflict handling skills
Excellent decision making skills
All suitably qualified and interested candidates should send their Job Applications with detailed CVs, certified copies of academic certificates (originals are to be presented at the interview) and names and addresses of three referees addressed to the: the Human Resources Manager IT Shared Services, MTN plot 77 Yusuf Lule road opposite Garden City Shopping Mall, Kampala, Uganda.
Note: MTN Uganda is an equal opportunity Employer. Only successful candidates will be contacted. Please note that presentation of false academic documents and certification will lead to criminal prosecution.
Deadline: 21st March, 2014