Real Jobs Quick: Lead, Service Delivery Vacancy

Job Title: Lead, Service Delivery

Job Objective(s)

·Manage day to day service delivery of technology services and processes. Deliver operational activities, with a strong focus on Problem Management.

· Contribute to strategic direction and develop a continuous improvement culture in the organization.

Specific Roles and Responsibilities

· Leads and motivates a customer-focused team that encompasses the Incident Management, Problem management, Change Management, Service desk Analyst

· Establishes ITIL processes and monitors for effective service delivery within the organization

· Stresses that effective customer service and IT service management are the cornerstones of a professional work environment and ensures this is internalized by staff.

· Ensure effectiveness of the ITIL processes, Incident management, Problem management and change management

· Coordinate root cause investigation of recurring issue and ensure implementation of preventive actions and fixes

· Promotes a team environment oriented to collaborative communication and innovative thinking.

· Develops and monitors team and individual performance metrics to ensure that OLA and SLA targets

are consistently met.

· Effectively measures user satisfaction with services, and works within the technology team to improve services and satisfaction over time.

· Provides service delivery performance reports to management as scheduled or requested.

· Facilitates ongoing client service delivery review meetings to assess SLA performance, actual and perceived service quality, and service improvement opportunities.

· Analyzes customer service feedback surveys and coordinates service improvement initiatives

Education

· Minimum of 2nd class lower in first degree (MBA, MSC, MA, ML and/or

Professional Qualifications is an advantage)

Work Experience

· Minimum of 7- 12 years working experience in a corporate environment,

travel/aviation a big plus

· Seven years' experience in IT support with a track record of high performance

and increasing responsibility.

· Five years managing technical staff with direct responsibility for a reasonably

sized team supporting information technology.

· Demonstrated experience in ITIL key process areas.

· Excellent staff management skills, including: Experience in selection and hiring

of customer-focused staff members; Clear programs of staff development

through training and mentoring; Clear expression of expectations, goals, and

timelines, with appropriate delegation, monitoring of progress

· Excellent written and verbal communication skills, including public speaking

and the ability to clearly present technology solutions and services to non-

technical staff and administrators.

· ITIL V3 Certification.

· Infrastructure (extends across applications): Microsoft Exchange, Microsoft Office (Word, Excel, PowerPoint, Access, and Outlook), and Microsoft

SharePoint.

· Analytical: critical thinking, decision making, judgment, problem solving,

troubleshooting, use-case analysis.

· Project: budgeting, collaboration and teamwork, functional documentation,

organizational skills, planning, workflow development & documentation

Skills

·Strong analytical and interpersonal skills

·Strong knowledge of computer applications especially MS Office Tools.

·Oral and written communication skillKnowledge

·Information Technology Process improvement

·Information Technology Process methodology

·Information Technology Project management

Personalities and attributes

·Lead, Coach, Mentor, Motivate and Influence.

·Team player

·Honest, proactive and hardworking

·Ability to adapt to changes

How to Apply: Please send CV with heading of the position applying for babidemi@alfred- victoria.com 

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