Zain Nigeria a Telecommunication giant in Africa is recruiting for Team Lead: Performance & Demand Management

ZAIN1426 – Team Lead: Performance & Demand Management

Business Unit: Zain Nigeria
Division: Information Technology
Location: Nigeria – Lagos

Basic Purpose:
Management of IT services

Main Duties & Responsibilities:
- 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

Qualification & Competencies:

Qualifications:
- 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 :
- Balance Scorecard
- OpenView/I2MP or similar tool

Key Departmental Responsibilties:
- Customer Advocacy
- Operational demand management
- Service/Operational level management
- Service Catalogue Management
- IT Service Quality
- Service Improvement programmes
- IT performance reporting (SLAs/KPIs)

Application Closing Date is 1st April 2010

Click Here to Apply