:JOB PURPOSE:Plan, lead and direct the design, development and implementation of strategies, policies and initiatives for the Technical Services function for the client within the overall IT strategy in order to ensure achievement of optimum operational efficiencies and customer satisfaction as per the defined Service Level Agreements (SLAs) and quality standards.Service Delivery Management Direct and drive the conceptualization, implementation and delivery on all defined key performance indicators for the function in order to ensure the achievement of uninterrupted operations, optimum customer satisfaction and defined revenue targets. Ensure the maintenance of the single view of all client's Infrastructure, Network and Application Operational aspects and act as the single-point-of-contact for all incidents and standard service requests for all end-users from business divisions including network and communications(NOC), ensuring compliance with defined SLA and quality standards. Lead the development and direct the implementation of the service delivery business operating model to define services and support provided for the client inline with defined scope of projects, SLAs and services catalogues. Maintain knowledge of current and emerging technology, identify appropriate technologies for IT initiatives, and produce technology driven innovations to further facilitate business objectives. Lead and direct the development and maintenance of strategic working relationships with key vendors, suppliers, strategic partners and key customers to review service requirements to enhance customer experience. Direct the establishment and execution of command centre operations (providing 1st level support for IT Infrastructure, Network and Applications Operations Management) ensuring compliance withinformation security standards to ensure integrity of data for continuous business. Manage the effective administration of incident management and problem management to minimize repetitive issues and improve resolution timelines. Oversee the management and maintenance of an IT service Desk, as a Single Point of Contact, to provide First Level Fix assistance to end-usersGovernance Manage the timely and efficient provisioning of Technology physical assets to the employees and their ongoing maintenance as ensuring compliance with business requirements. Oversee the provision of an accurate account of technology asset lifecycle costs and risks, to maximize the business value of technology strategy, architecture, funding, contractual and sourcing decisions.Customer Relationship Management Collaborate with business to ensure effective monitoring of customer service levels and seek methodsto continually improve client's service levels to achieve opium customer satisfaction level.RequirementsMinimum Qualification Bachelor’s Degree in Information Technology Management or equivalent.Minimum Experience & Knowledge & Skills 12 years of experience in IT Operations, including 6 years in a managerial role in a major public sector or private-sector organization in the region.
