Service Management.Technology
JOB DESCRIPTION
Operational Delivery
Role Complexity
- Optimization of Service management operational efficiency by refocusing processes and responsibilities between roles internal and external to the department.
- Identify and own a portfolio of critical Technology services with the responsibility of driving initiatives that ensure such services are delivered to the business at agreed Service levels.
- Identify and implement tools that automate and streamline processes to guarantee consistent delivery and performance and ensuring the most efficient use of deployed automated tools.
- Identify and manage the risks associated with Service transition.
- Audit and review of the existing ITIL implementation and updating processes and roles that address identified gaps
- Develop and maintain a customer centric interface between Technology and its client base, the rest of the organization.
- Develop and maintain Technology Asset Management, Software Asset Management and Licensing compliance, configuration management and applications in Technology
- Develop relationship with Technology vendors/managed services (Service Management) and with MTC Cameroon regional structures.
- Managing contract creation, execution, and analysis to maximize operational and financial performance while reducing financial risk.
Task Complexity
- Review MTN Cameroon business direction and contribute to the development of Information Services, demonstrating an understanding of MTN Cameroon business strategies and needs of the customer.
- Develop detailed plans in support of approved strategies in respect of Information Service Management, organizing required resources, monitoring and periodically reporting progress of plans.
- Lead the service management team and drive a service-based culture in Technology and put in place a reliable support system with clear processes, procedures and tools for measuring service delivery and performance.
- Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with Technology services.
- Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues.
- Review service metrics (KPIs) that identify the success of the services being utilized and recommend as well as coordinate implementation of changes to Service Management services to improve metrics.
- Create and maintain a knowledge repository system to support Service Management function, gathering, analyzing, storing and sharing knowledge and information using a variety of processes and technologies.
- Drive an aggressive problem management strategy by ensuring improved vendor response times and proactively identify and resolve problems and known errors.
- Manage incident escalation and determine innovative ways to drive dependencies that lie with other units or 3rd party service providers.
- Identify training and development needs and manage skills enhancement programs for the Technology Operations team to ensure SLA targets are fully met.
- Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Creativities (improvement/innovation inherent)
- Increasing automation of processes and procedures.
- Conducting periodic and unscheduled audits to ensure process compliance.
- Measuring service effectiveness from the perspective of business, typically ROI and time to market.
- Developing innovative approaches to increase the quantity and quality of feedback to the customer.
- Developing innovative approaches to improve the quality and quantity of information sent to the business for management decision.
Managed Services Budget Management
- Assume ownership of and maintain the professional services budget. Optimize the budget to ensure delivery of the services remains within the defined budget.
- Monitor project costs and determine initiatives to optimize benefits. Ensure cost effectiveness by maximizing benefit ratios.
- Identify areas where money is lost and seek ways to reduce expenditure.
Customer Satisfaction (internal)
- Understand customer needs and develop project plans accordingly.
- Ensure customer needs and requirements are satisfied through appropriate systems / processes / procedures.
- Put contingency plans in place to prevent delays and enhance the customer experience.
- Adopt a proactive approach to prevent problems from arising in the future.
- Identify trends / patterns pertaining to customer requests and needs to continually improve all aspects of service delivery.
RESPONSIBILITIES
Strategy Implementation
- Drive a business focused strategy that enables Technology to partner better with the business.
- Handles Network Quality Assurance and Reporting, Contract and Vendor Management, Policy-Process-Procedures management, and Internal Staff Productivity tools
- Drive a holistic request fulfilment process that includes all user generated requests for facilities, office moves, supplies and the traditional break and fix calls for service restoration.
- Drive Cost effective solutions and investment for End-User Devices including Desktops, Laptops, Printers & Scanners
- Drive new standards for Service Delivery (Capacity, Performance, Financial, Service Continuity & Service Level Management) and Service Support (Change, Incident, Problem, Release & Configuration Management)
- Drive a business focused strategy that enables Technology to partner better with the business for new revenue growth through innovative and customer-facing services.”
QUALIFICATIONS
Education / Business Degree
- Minimum first degree in Engineering (Computer Science/Information Systems/Electrical/Electronics or equivalent)
- Master’s degree in a relevant discipline will be an added advantage.
- Fluent in English and French
Work Experience
- Minimum Ten (8) years’ experience in managing large and complex group of people in the telecommunications industry or high technology environments with experience in supervising/managing others transversally.
- At least Five (5) years of relevant exposure to Service and Crisis Management role including IT and QMS standards and processes
- Experience in developing, implementing and automating business processes and procedures related to record management and incidents
- Minimum 3 years relevant experience in project management and budgeting
Training
- ITIL V3/4 Foundation
- ITIL Intermediate and Capability
- COBIT
- DevOps
- AI/ML
- Project Management
- Customer Experience Management
- 4G/5G Technologies
- ITIL, COBIT
Knowledge
- Telecommunications field and convergence services
- Network KPI definitions and report creation
- Regulatory QoS framework and applications
- A good understanding of operational management principles
- Ability to understand how the IT technology supports the business
- Good understanding and technical expertise in a broad range application and technical architecture components (applications/OS, database, network)
- Internal policies and procedures
- Business Processes
- International best practice in respective field
- IT Service Management tools, Assets Inventory tools
- Very good knowledge of billing & charging services in GSM environment, VAS and data services
- Good knowledge of ISP/ASP services
- Good knowledge of Mobile Money services
- ITIL standard
- Specific knowledge of Telco applications architecture
- Strong IT quality and metrics insight in terms of technology and practice
- Good understanding of organizational dynamics (how to effect change)
Skills
- Conceptual Thinker
- Problem Solver
- Improvement Driver
- Culture and Change Champion
- Supportive People Manager
- Relationship Manager
- Results Achiever
- Operationally Astute
- Ability to work effectively with clients, management and staff members
- Good interpersonal skills for written, oral and face to face communications
Behavioral Qualities
- Unify people/Build a team
- Plan work
- Monitor work
- Problem solving
Location : Douala
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