Adexen Recruitment Agency – Our client, a Financial Technology answer supplier is recruiting to fill the place beneath:
Job Title: Service Delivery Manager
- They are on the lookout for a Service Delivery Manager to handle and enhance effectivity for its operations in Lagos Nigeria.
- Own particular IT Services supply, administration and enchancment to fulfill firm and buyer wants.
- Active stakeholder and driver in underlying operations course of and infrastructure, to direct steady enhancements throughout the supporting groups to fulfill present buyer contract or statement of labor, Service Level Agreements, and Operating Level Agreements and compliance necessities.
- Create, monitor, and report on a complete set of metrics and KPIs primarily based on the IT service deliverables and the agreements above.
- Own and lead the execution of the method growth and enchancment roadmap for a number of ITIL processes to enhance alignment and enterprise outcomes.
- Develop each short- and long-term service and course of targets and maturity ranges to be achieved over the desired time interval.
- Partner and collaborate with different groups to ship a whole program with a coordinated set of steady enchancment initiatives.
- Oversee workers in numerous phases of the supply course of, although they is probably not their direct line supervisor.
- Hold all service departments and workers throughout the groups accountable for finishing up the required processes and duties and offering nice customer support.
- Manage Customer Expectations by assessing buyer suggestions and enhancing procedures accordingly to make sure that nice customer support is offered always and set towards a set of buyer satisfaction targets and standards.
- Lead the supply, administration and enchancment of IT providers to assist the corporate’s enterprise whereas main the event, implementation, sustainment, and steady enchancment in IT Service Management processes for the corporate’s companions in Africa in addition to establishing, measuring and reporting on Key Performance Indicators (KPIs) associated to providers, processes and operations.
- Deliver persistently excessive ranges of customer support in an economical method with a ardour for offering wonderful customer support, with sturdy interpersonal and management expertise and revel in working as a part of a group delivering the corporate’s providers within the banking and monetary providers sectors.
- Contribute on to the technique, growth and high quality of IT Service Management and the corporate’s service supply functionality.
- Ensure that processes are environment friendly and cost-effective by discovering methods to cut back prices with out affecting the general buyer expertise, akin to by eradicating paperwork from administrative duties or eradicating pointless steps within the course of.
- Liaise with group leaders to find out providers, the factors for the supply of these providers, and how one can develop options to any points that come up.
- Define departmental tips and working process for the service supply group(s).
- Account for the standard of service and efficiency making certain future demand from development and tasks is known and factored into capability plans for all related techniques.
- Drive inner and third-party service assessment conferences protecting efficiency, service enhancements, high quality and processes.
- Provide common and correct administration reporting on IT Service efficiency.
Desired Skills and Experience
- High-energy work ethic, skill to ascertain imaginative and prescient, drive change and ship outcomes.
- Ability to facilitate cross-functional groups to develop, ship, operationalize, doc, and assist options.
- Knowledge of creating and managing SLAs, KPIs, and demanding success components (CSFs) for IT Services, processes, operations and work environments.
- Experience of ITSM software program functions and instruments, evaluation, and reporting and the Knowledge of creating and managing steady enchancment applications.
- Service, challenge and results-orientation, with sturdy analytical and problem-solving expertise.
- ISO 20000, BPM, Six Sigma, Prince Two certification useful.
- Project / Program Management certification most popular.
- Minimum of Bachelor’s degree in Computer Science, Information Systems, or some other associated area.
- 10-15 years of associated and progressive expertise combining IT supply, options implementation, challenge administration, operations administration, group management.
- At least 5 years’ expertise in delivering IT Service Management and course of administration by way of a structured method in a company surroundings akin to financial institution or monetary sector.
- Previous expertise as a Team Lead or demonstrable expertise in main digital groups
- Excellent communication expertise obligatory in English; good command of French is essential.
How to Apply
Interested and certified candidates ought to:
Click here to apply
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