Manager Service Delivery Job Placement – National Information Technology Authority-Uganda (NITA-U)

Service Delivery
Organisation: National
Information Technology Authority-Uganda (NITA-U)
Duty Station:
Kampala, Uganda
Reports to: Director,
E-Government Services
About US:
The National
Information Technology Authority-Uganda (NITA-U) was established as a statutory
body under the National Information Technology Authority, Uganda Act, 2009 as
one of the key players in the Information and Communications Technology Sector.
Its mandated is to coordinate, promote and monitor IT development within the
context of national social and economic development, with a vision as “a
facilitator of a knowledge-based, globally competitive Uganda where social
transformation and economic development is supported through IT enabled
Job Summary:   The Manager Service Delivery will manage the
delivery of quality IT services that satisfy business needs and meet
performance targets specified within service level agreements. Provide
operational support of IT Services to the MDAs and responsible for the
processes and controls for managing suppliers and other 3rd parties for
delivery of goods and services.  The
jobholder will also manage the coordination, appropriate escalation, request
fulfilment and resolution of IT related to online services, hardware, software
and network issues affecting NITA-U customers. This role will ensure end-to-end
management of service delivery and service performance.
Key Duties and Responsibilities: 
  • Coordinate the provision of first-level phone, email and remote
    support on IT related issues and escalate more technical issues requiring
    location visits to appropriate second-level/expert support teams within
    the unit.
  • Manage customer expectations through effective communications
    balancing the needs of the business with those of the customer. This will
    include administering customer satisfaction surveys to obtain feedback on
    ServiceDesk efficiency (where necessary).
  • Manage internal knowledge transfers across the various technical
    functions within NITA-U which includes the maintenance of the IT knowledge
    base and configuration management database.
  • Supervise the service delivery function and ensure a response to all
    incoming requests through available channels, utilization of available
    tools to monitor the Operational Level Agreements as well as Service Level
  • Liaise with NITA-U staff to ensure that established IT Quality
    Assurance systems are effective. Where appropriate, liaise with the
    Manager, Business Transformation to advice on changes and provide staff
    with training, tools and techniques.
  • Manage third party supplier relationships to ensure timely support
    and Service Level Performance.  This
    includes the coordination of; change management, configuration database
    management, licensing renewal, capacity and risk management.
  • Coordinate the delivery of technical support provided to a wide
    range of critical applications, ensuring their security, reliability, availability
    at all times and offering expertise to manage the hosted applications over
  • Support the development of service product packages supplied to
    NITA-U customers, manage customer expectations and offer expert advice on
    IT service management. 

Qualifications, Skills and Experience:
  • The ideal candidate for the NITA-U Manager Service Delivery  job placement should hold a Bachelor’s
    Degree in Computer Science, Information Systems, Information Technology,
    Software Engineering, or similar field from a recognised university
  • At least one professional certification in ITIL  or ISO/IEC 20000: IT Service Management
    is mandatory
  • Other relevant IT certifications such as COBIT, CISSP, Project
    Management (PMP, Prince2) etc., will be an added advantage.
  • Master’s degree in Business administration, Business computing,
    software engineering, information systems, information technology, or
    computer engineering will be added advantage
  • At least six years of working experience in IT Service management,
    three of which should have been at supervisory level.
  • Communications: Very good communication skills (spoken and written),
    including the ability to communicate effectively with diverse audiences on
    environmental related matters, good negotiation skills and to prepare a variety
    of written documents, contracts, reports, etc. in a clear, concise style.
  • Teamwork: Very good interpersonal skills and ability to establish
    and maintain effective working relations with people in a multi-cultural,
    multi-ethnic environment with sensitivity and respect for diversity.
  • Integrity: Must be a person of proven honesty and does not tolerate
    corruption and unethical behaviours in all its forms and manifestations.
  • Innovation: Must be a person with ability to seek new ways of doing
    things efficiently to deliver value to our customers.
  • Customer Centricity: Must be a person who strives to satisfy
    customers and clients. Should be able to understand what the customer
    wants and delivering it flawlessly.
  • Quality: Must be a person who thinks of quality and continuous
    improvement in his/her work.

  • Demonstrated experience in business intelligence and reporting of IT
    services related information is required.
  • Project management experience in a large scale enterprise
    environment is an added advantage
  • Ability to prioritize and co-ordinate work streams/projects to drive
    delivery of the overall programme objectives and goals
  • Actively facilitates and supports leaders as well as teams through
    the change process, actively modelling and promoting the desired behaviors
    and approach
How to Apply:
All candidates who
meet the job requirements/specifications and with the right personal attributes
are invited to complete and submit their application forms, download here, with a cover letter, supported by
curriculum vitae, copies of certificates and testimonials, and must specify day
time telephone contact, postal and email addresses of both the applicant and
three referees, to the address below.
The Executive
National Information
Authority – UGANDA
Palm Courts, Plot
7A, Rotary Avenue (former Lugogo bypass)
P.O. Box 33151,
Or via email: (application must not exceed 10MBs)
Applicants must also
submit with their application verifiable evidence supporting previous relevant
appointments such as appointment letters and employment contracts.
Deadline: 20th September 2019 by 5:00 PM
NB: No
application will be accepted without a duly completed and signed standard
application form (refer to above).
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