MTN is recruiting a Service Delivery Manager


Job Title:Service Delivery Manager
Department:Information Systems
Location: Lagos
Job Description:
•Define, maintain and manage Service Level Agreements with various business areas
•Ensure SLA’s are achieved and client expectations are met (or exceeded).
•Ensure that systems, processes and methodologies are specified and followed in line with business requirements and customer expectations
•Ensure effective monitoring, control and support of IS service delivery
•Develop and drive initiatives toward improved service delivery and IS customer service experience
•Organize reviews of processes and procedures required to meet customer needs.
•Oversee the Preparation of overall report on performance of IS Service department, from input gathered
from other functional areas of the department.
•Analyse statistics relating to IS Metrics and performance
•Initiate improvement programs and liaise with the Change Management team over proposed changes
•Ensure preparation and presentation reliable trend analyses to help determine focus areas and develop proactive approaches to faults management.
•Manage customer expectations and ensure overall customer satisfaction
•Manage project to introduce new services or improve levels of service

Job Conditions: General working conditions Will be required to work extra hours when necessary
Reporting To: SM,IS Services
Required Skills:
•First degree in a numerate discipline, preferably computer science.
•Manager’s certificate in ITIL (IT Service Management course).
•8 years experience in IT service delivery, which includes:
•4 years experience at management/supervisory level

Employment Status : Permanent
Qualification: First degree in a numerate discipline, preferably computer science. Managers certificate in ITIL (IT Service Management course).

This vacancy expires on 10/24/2011.

To apply click here

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