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Manager, IT Service Management Jobs – Telecom Network Support Company
Job Title: Manager,
IT Service Management
IT Service Management
Organisation:
Duty Station: Kampala,
Uganda
Uganda
Reports to: Senior Manager, IT Governance and Quality
About Us:
NFT Consult, a leading
HR Consultancy firm, seeks to recruit for it valuable client, a Global
Technology Consultant. NFT Human
Resource Solutions are customer tailored per industry requirements and are
geared towards increased cost savings, process improvement leading to improved
efficiency and effectiveness yet simultaneously strengthening quality and
control of resources.
HR Consultancy firm, seeks to recruit for it valuable client, a Global
Technology Consultant. NFT Human
Resource Solutions are customer tailored per industry requirements and are
geared towards increased cost savings, process improvement leading to improved
efficiency and effectiveness yet simultaneously strengthening quality and
control of resources.
Job Summary: IT Service Management Manager will make sure
that there is continuity of best practice service level management processes
required by the client
that there is continuity of best practice service level management processes
required by the client
Key Duties and Responsibilities:
·
Assist
in defining the unit’s work plans, policies, projects and service levels.
Assist
in defining the unit’s work plans, policies, projects and service levels.
·
Support
the Senior Manager, IT Governance and Quality in communicating the unit’s
direction and objectives to subordinate staff.
Support
the Senior Manager, IT Governance and Quality in communicating the unit’s
direction and objectives to subordinate staff.
·
Keep
abreast of global and local best practice as it relates to the team/function’s
activities.
Keep
abreast of global and local best practice as it relates to the team/function’s
activities.
·
Assist
in continuously reviewing the unit’s activities, make recommendations for improvement
and implement approved initiatives to ensure enhanced performance of the team.
Assist
in continuously reviewing the unit’s activities, make recommendations for improvement
and implement approved initiatives to ensure enhanced performance of the team.
·
Assist
in identifying required resources, personnel, funding to achieve the
unit/function’s strategy.
Assist
in identifying required resources, personnel, funding to achieve the
unit/function’s strategy.
·
Establish
and maintain relationships with key internal and external stakeholders.
Establish
and maintain relationships with key internal and external stakeholders.
·
Coordinate
the development and maintenance of a database of existing services offered and
received by the IT division.
Coordinate
the development and maintenance of a database of existing services offered and
received by the IT division.
·
Develop,
agree and maintain an appropriate service level management structure, which
includes: Service Level Agreement structure , Operational Level agreement (OLA) , Third party supplier/contract
management relationships to the SLM process
Develop,
agree and maintain an appropriate service level management structure, which
includes: Service Level Agreement structure , Operational Level agreement (OLA) , Third party supplier/contract
management relationships to the SLM process
·
Analyse
and review service performance against agreed SLAs and OLAs.
Analyse
and review service performance against agreed SLAs and OLAs.
·
Organise
and maintain regular service level review process with both the customer and IT
service providers.
Organise
and maintain regular service level review process with both the customer and IT
service providers.
·
Compile
and submit regular reports on service performance and achievements to the
customer & IT provider.
Compile
and submit regular reports on service performance and achievements to the
customer & IT provider.
·
Act
as the major incident Manager in the case of a major incident affecting IT
service.
Act
as the major incident Manager in the case of a major incident affecting IT
service.
·
Ensure
the development of faults/problem trend analysis and service improvement plans
to address identified gaps.
Ensure
the development of faults/problem trend analysis and service improvement plans
to address identified gaps.
·
Acts
as the main point of reference for questions, problems, suggestions, and
complaints about the change management system.
Acts
as the main point of reference for questions, problems, suggestions, and
complaints about the change management system.
·
Coordinate
and facilitate change review meetings and maintain a schedule of approved and
tentative system changes.
Coordinate
and facilitate change review meetings and maintain a schedule of approved and
tentative system changes.
·
Manage
relationship with IT vendors.
Manage
relationship with IT vendors.
·
Assist
in implementing the unit’s work programs and plans in line with agreed upon
procedures and guidelines.
Assist
in implementing the unit’s work programs and plans in line with agreed upon
procedures and guidelines.
·
Assist
in planning and managing the human and material resources of the unit to
optimise performance, morale and enhance productivity.
Assist
in planning and managing the human and material resources of the unit to
optimise performance, morale and enhance productivity.
·
Manage
inter-functional relations to ensure synergy across the various departmental
functions.
Manage
inter-functional relations to ensure synergy across the various departmental
functions.
·
Provide
leadership and guidance to team members and manage subordinates’ performance
towards the achievement of overall team objectives.
Provide
leadership and guidance to team members and manage subordinates’ performance
towards the achievement of overall team objectives.
·
Prepare/compile
agreed periodic activity and performance reports for the attention of the
Senior Manager, IT Governance and Quality.
Prepare/compile
agreed periodic activity and performance reports for the attention of the
Senior Manager, IT Governance and Quality.
·
Perform
any other duties as assigned by the Senior Manager, IT Governance and Quality
Perform
any other duties as assigned by the Senior Manager, IT Governance and Quality
Qualifications, Skills
and Experience:
and Experience:
·
The
applicant should hold a first degree or its equivalent in a relevant
discipline.
The
applicant should hold a first degree or its equivalent in a relevant
discipline.
·
Possession
of a postgraduate/ professional qualification in a related field will be an
added advantage.
Possession
of a postgraduate/ professional qualification in a related field will be an
added advantage.
·
At
least five (5) to nine (9) years’ experience with at least three (3) years in a
supervisory role.
At
least five (5) to nine (9) years’ experience with at least three (3) years in a
supervisory role.
How to Apply:
All suitably qualified
candidates should visit the web link below and create a profile on the NFT
Consult website by entering their e-mail addresses. Please visit web link below
and click Apply now if convinced you have the job requirements. The
applications/CVs should be prepared in English and submitted in either MS Word
or PDF format will be considered.
candidates should visit the web link below and create a profile on the NFT
Consult website by entering their e-mail addresses. Please visit web link below
and click Apply now if convinced you have the job requirements. The
applications/CVs should be prepared in English and submitted in either MS Word
or PDF format will be considered.
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