Division: Information System
Location: Al- Khartoum
Job Summary:
• To facilitate the management of the service lifecycles, the role is to ensure that service levels are met or exceeded.
• To ensure that the processes are efficient, effective, and appropriate to support service delivery and are underpinned by support systems and capabilities.
Description:
- Develop, Maintain & Integrate a service management framework that underpins the delivery of services across MTN Divisions (This includes but not limited to Incident, Problem, Configuration, Change, Service Level Agreements, & Availability Management)
- Provide support on the definition of the Service Catalogues of existing services and maintain it.
- Perform the creation and maintenance of the Operational Level Agreements between various IT Departments ensuring the service level targets are achieved; service quality and other Division’s expectations are met or exceeded
- Perform analysis and reviews of Service Performance against the SLAs and OLAs.
- Carry out the action(s) required with the Service Providers to maintain or improve Service Levels
- Development and maintenance of Issues/Problem/Change Management process and provide stakeholder management support as required
- Perform periodic reviews of the Service Management Processes and implement amendments
- Contribute to the continual improvement of Service Delivery standards & practices
- Effectively collaborate with other Division managers to establish and execute on common services goals/ objectives.
- Perform regular service quality audits and take action to make improvements.
- Perform regular awareness sessions and trainings for MTN Staff.
- Other Service Delivery tasks as directed.
Job Requirements:
• Bachelor Degree in Computer Engineering or any relevant field. • Minimum 1-2 years experience in related field
Required Skills:
• Analysing skills.
• Working as part of team
• Ability to lead the team members through any type of projects
• Professional English and Arabic knowledge, in both writing and speaking
Closing Date: Tuesday, January 16, 2018
