The Ugandan Jobline

• The job holder is responsible for
  establishment, maturing and optimization of the IT Service Management
  disciplines and processes in IT Shared Services, which include Incident,
  Configuration, Change, Problem and release management. Ensuring that the
  required tools are deployed and configured to support these processes.
• Accountable for the IS Availability Management
  across all the IS services as listed in the Service Catalog.
• Accountable for all IS Service Management
  reporting.
• Responsible for the creation and execution of
  the Continuous Service Improvement program.
• Accountable for the communication and training
  required to ensure that the IS Service Management processes are understood
  and performed effectively by IS support groups across IT Shared Services
  and its outsource partners.
• Accountable for the development and management
  of the IS Service Delivery of IT Shared Services’ managed service and
  maintenance contracts against agreed SLAs and to work with both customers
  and IT equipment suppliers to develop managed service business.
• Accountable to manage all the services procured
  from the IT End User Support outsourcing partner.
• Accountable for IS Customer Relations
  internally to IT Shared Services. (All End-users of IS equipment).

• Perform any other duties as assigned by  the General Manager
  Infrastructure & Service Management.

• The MTN Senior Manager IT Service Management should possess a Bachelor’s
  degree in Computer Science.
• Good project
  communication planning and management skills
• Possession of ITIL
  certification/knowledge.
• Strong functional
  knowledge of information Systems.
• Five or more years’
  related IT experience – project management experience and a sound
  understanding of  ITIL standards and
  best practice within operational environments.
• Prior experience in
  creating complex project communication materials; reporting on project
  status; budgets and results.
• High Financial acumen
  
• Knowledge of the ITIL
  service management best practice framework and standards
• Good Legislation knowledge
  
• Ability to work under
  pressure
• Excellent analytical
  skills
• Good data analysis
  skills
• Risk assessment and management
  skills
• Good Problem solving ability
  
• Knowledge of Project
  budgeting
• Project communication
  planning and management skills
• Service level
  agreement management skills
• Good analytical and thinking
  skills
• Good attention to
  detail
• Good Conflict
  handling skills
• Excellent decision
  making skills

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