IT Service Management Lead Job at DANCOM TECHNOLOGIES

Dancom Technologies Limited is a member of Dangote Group. Dancom Technologies Limited provides IT services to the Group including data center, and server operations, network operations, infrastructure support, IT Service Desk and end user support.

We are recruiting to fill the position below:

Job Position: IT Service Management Lead
Job Location: Ikoyi, Lagos, Nigeria
Job Type: Full time

Description

• We are looking for an experienced and motivated Information Technology Service Management Professional who will be responsible for overseeing enterprise wide Service Desk & IT Support teams.
• The ITSM Lead is responsible to establish and improve IT Service Management, working with internal IT teams to deliver world-class IT services on an enterprise scale. Expert in ITIL, the ITSM Lead will be working closely with various process owners and managers to improve the performance of processes such as Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management.

Key Duties and Responsibilities

• Develop and Improve IT Service Management (ITSM) processes including Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management.
• Promote service ownership by establishing a service taxonomy, a Service Level Management process, the Service Catalog, and a Service Portfolio Management process.
• Integrate and support world-class 24x7x365 systems availability and performance through effective Incident, Release and Service Level Management processes, clear executive communications, and service recovery activities.
• Establish Knowledge Management as a core practice within Corporate IT, including a repository of knowledge, the practice of managing knowledge through iterative changes, and the sharing of knowledge to different levels of the organization.
• Enable continual service improvement through the effective use of metrics and key performance indicators.
• Support reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.
• Document our current application development and delivery environments and promote the use of CI/CD practices where possible to deliver business value faster.
• Champion architectural best practices and provide process guidance to IT teams on the design and planning of our IT delivery infrastructure.

Requirements Skills, Education and Work Experience

• Combined 10 years experience in IT Operations and Application Development, with 3 years in a leadership role (IT management, program management, or project management)
• Strong experience or understanding of the ITIL V3 service management disciplines within the context of service development and service operations
• Strong experience or understanding of the ITIL V3 service management disciplines within the context of service development and service operations
• Strong experience or understanding of the Comptia A+
• Strong analytical and problem-solving skills; ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data
• Experience implementing cross-functional process improvements and delivering excellent results
• Strong technology experience in using and administering ITSM Tools.
• Strong experience with the Microsoft Office suite, including the ability to build and maintain business reports and plans.
• Strong technical knowledge of application and IT systems at all layers including commercial software, cloud-based, and custom applications, middle-ware, operating systems, databases, servers, networks, and virtualization technologies.
• Strong understanding of business objectives, drivers and principles, and how they relate to technology solutions.
• High degree of autonomy and drive to work in demanding conditions, with full ownership of the work
• Act as a servant-leader, ready to engage with other key stakeholders of the company in a humble and productive way
• Proven ability to communicate and collaborate effectively with people at all organizational levels in multi-cultural environments.
• Must have experience in managing a team of 15+ IT service professionals. Experience managing distributed teams preferred.
• Excellent verbal, written, presentation communication skills
• B.S. in Computer Science, Engineering, or equivalent experience. Masters degree in IT related areas or MBA preferred.
• Must have worked in an organization with annual revenue greater than US$400 million (equivalent) for at least three years.

Benefits
Excellent benefits and compensation commensurate with experience.