Job Title | | Head.IT Business Office* |
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Location | | Lagos,NG |
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Function | | |
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Job Summary | | |
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Responsible
for the governance and management of the demand pipeline and act as
primary partner for the business functions to capture, structure, align
and plan accepted business demand and match this demand with the IT
supply functions' capacity. Ensure consistent capturing and
prioritization of the demand on IT and regular alignment and
prioritization of demand. Support the annual planning cycle with estimation of the demand based on known drivers. Manage
regular communication channels and fora related to the day to day
operations between business units and Technology Services.
Has
responsibility for conducting reviews on IT performance on overall
service delivery and incidents management and for ensuring business
value is consistently and satisfactorily delivered from an operational
delivery standpoint. Coordinate the activities of the Change Control Board (CCB)
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Principal Functions | | |
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Strategic/Tactical
Strong
business partnering by working closely with senior leaders in order to
develop an IT agenda that closely supports the overall aims of the
business units.
Govern all delivery partners (ITO and others) in the discharge of their service delivery obligations.
Understand
pattern of business activities and the underlying drivers & take
appropriate actions in order to keep IT budget & costs within
approved limits while meeting Business requirements on time, minimizing delivery risks & at the required quality
Operational
Performance Management
Drive
for the attainment of expected service levels with the delivery
partners (ITO and others) and review performance at periodic service
review meetings;
Review
and analyse service level performance reports and ensure the right
insight and recommendations on underperforming services levels are
brought to the fore. Ensure concerns / deviations from expected performance levels are identified and appropriate actions taken in the CSI plan;
Liaise
with delivery partners and D&BRM team to define and implement CSIs
based on outcomes of performance reports, CSAT (Customer Satisfaction)
surveys, etc. Implement measures / appropriate mechanisms to track progress towards full implementation of open CSI actions;
Work
with D&BRM to ensure that approved changes in expected service
level are captured and addressed during the service reviews;
Identify and manage risks that might threaten the capacity of all IT suppliers to deliver to expected service levels;
Define and maintain quality measures to guide and drive measurable improvements in IT service delivery;
Conduct post implementation reviews on CSIs implemented till closure.
Perform any duties as assigned by the Director, IT Demand Management & Planning.
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Educational Requirements | | |
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Bachelor's degree from an accredited college/university preferred.
Possession of an advanced degree, preferably an MBA, will be an advantage.
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Experience,Skills & Competencies | | |
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9
to 12 years of combined work experience in a service management or IT
governance with role no less than half of those in an IT/Telecoms
environment is strongly required.
At least 3 years experience in a managerial role.
Strong customer-centric focus.
Experience in developing planning models is strongly recommended.
Candidate will ideally have some exposure to IT operations management and good knowledge of IT governance processes;
Experience with IT financial management, resource planning, task prioritization, budget / cost control. Strong ability to process data and extract actionable insights
Sound
knowledge of internal business processes, outsourcing, vendor
management and the mobile telecommunications industry; possesses a broad
based operational perspective and provides solutions for all forms of
business risk;
Experience in working / negotiating through complex issues and providing alternative solutions;
Deep knowledge of ITIL is required; deep and demonstrable experience as an ITIL practitioner;
Highly
developed business communications skill (verbal and written), solid
team player, change agent, strategic and creative, excellent
relationship management skills and the ability to drive performance,
consensus from all areas within the company.
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