Manager - Service Operations Job at MTN Nigeria

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

Job Position: Manager - Service Operations

Requisition ID: 4419
Job Location: Ikoyi, Lagos
Employment Type: Full-time
Job Category: MTN Level 3
Reports To: Senior Manager - Service Management
Division: Information Technology

Mission

• To interface with MTN business customers, plan for and proactively implement processes that enable IT/IS deliver sustained levels of service or ensure rapid restoration of service in the event of major incidents or disaster, matching resources to business demand at a justifiable cost.
• To manage, and oversee the operations of IT command center team comprising of various teams in the smooth running and support of IT systems, Applications, services and information systems.

Description

• Contribute to the development of IT/IS Services strategies and develop detailed plans in support of related strategies, organizing required resources, monitoring and periodically reporting progress of plans
• Contribute to the development of IT/IS Services methodology and put in place a reliable support system with clear processes and procedures and tools for measuring IT/IS performance and reliability
• Oversee the preparation of overall report on performance of IS Service department from input gathered from other functional areas of the department
• Track and monitor IT/IS metrics and analyze related statistics to support decision making in relation to discovering improvement opportunities
• Ensure preparation and presentation of reliable trend analyses to help determine focus areas and develop proactive approaches to faults management
• Initiate service improvement programs and liaise with the Change Management team over proposed changes
• Assess resource requirements and assist in preparing the budget for IT Service Management, as well as prepare information systems technical business cases.
• Provide technical information, customer assistance, and solutions to technical problems across the  enterprise
• Develop and implement policies and procedures for IT/IS and enterprise systems development and operations
• Manage, organize, direct, control and evaluate the activities of IT/IS support organizations in the design, development & implementation of IT/IS services. 
• Monitor the effectiveness of the team against OLA/SLA/KPIs, driving through change as needed to deliver continual service improvement
• Undertake projects designed to introduce new services or improve levels of service and carry out independent post implementation surveys to ascertain that newly introduced services meet customers’ utility and warranty requirements
• Research new technologies, approaches and best practices on IT, IT/IS service design, delivery and implementation
• Evaluate new information systems products or services and suggests changes to existing products or services to aid the end user
• Drive availability of all enterprise systems in MTN Nigeria by managing all Incidents and Problem management
• Eliminate/minimize downtime/disruptions to service delivery due to IT problems/issues
• Formulate and maintain Customer relationship strategies to satisfy MTN Nigeria customers
• Develop IT/IS action plan to address identified issues with customer satisfaction
• Manage Major Incidents and Problems across all IS Enterprise Systems
• Ensure operational procedures and practices are well defined, documented and consistently applied
• Monitor & manage the entire incident lifecycle as it progresses through IT/IS and /or related interfaces within the organization 

Requirements
Education:

• First  Degree in Information Technology or any related discipline 
• ITILv3 Expert Certificate (IT Service Management)
• Fluent in English

Experience:
6 - 13 years of experience which includes:

• Minimum 3 years IT Service Support and Delivery
• Experience working in a medium to large organization