Zain Nigeria Jobs and Careers: Team Lead: Performance & Demand Managemen

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http://careers.zain.com/careers/zain...acancyID=23024

Location: Nigeria - Lagos Closing Date: 23-May-2010

Main Duties & Responsibilities:

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Assurance of functional quality of solutions in accordance to requirements and expectations
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Definition of service performance management framework (KPIs, Balanced Scorecard, benchmark analysis)
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Overall reporting regarding service quality and performance improvement
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Definition of IT services and service levels offered / provided to the organization
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Management of the service catalogue
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Monitoring and management of service levels with regard to capacity, quality, availability and resources
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Customer Advocacy
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Demand/Capacity Management

Qualification & Competencies:

Qualifications:

* Degree in Computer Science, engineering or related field is required
* MBA will be advantage
* ITIL Managers Version 2 and V3 foundation certification

Work Experience:

* Minimum of 10 years working experience in IT. At least 5 years in managerial role in a blue chip company
* At least 4 years experience in IT service management using the ITIL standard
* At least 3 years working experience in a Telecoms company
* Interpersonal skills
* Good working knowledge of :
* o Balance Scorecard
* o OpenView/I2MP or similar tool

Key Departmental Responsibilties:

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Customer Advocacy
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Operational demand management
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Service/Operational level management
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Service Catalogue Management
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IT Service Quality
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Service Improvement programmes
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IT performance reporting (SLAs/KPIs)