ZAIN1426 – Team Lead: Performance & Demand Management

• 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

• 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

• Customer Advocacy
• Operational demand management
• Service/Operational level management
• Service Catalogue Management
• IT Service Quality
• Service Improvement programmes
• IT performance reporting (SLAs/KPIs)
   

  Business Unit:	Zain Nigeria	Division:	Information Technology
  Location:	Nigeria – Lagos	Closing Date:	01-Apr-2010

  Basic Purpose:
  

  • Management of IT services