Summary
Date Posted: Friday, September 08 2023, Base Salary: Not Disclosed

JOB DETAILS:
Key Responsibilities
• To drive the maturity of Service Delivery and Support processes in MTNZ to industry best practice;
• To optimize Service management operational efficiency by refocusing processes and responsibilities between roles internal and external to the department;
• To identify and own a portfolio of critical IS services with the responsibility of driving initiatives that ensure such services are delivered to the business at agreed Service levels;
• To drive the implementation of all MTN Zambia internal digitalization and digital workplace initiatives including process automation, work from home initiatives, RPAs, MAM, etc;
• To negotiate Service Level Agreements with internal business divisions and coordinating the execution of the agreed SL;
• Management of divisional Vendor Performance Management framework that ensures that IS Vendor SLAs underpins IS commitment to the business and non-performing vendors are reported and managed;
• To manage 3rd parties and vendors for provision of hosting and managed services & input into contract negotiations;
• Coordinates the development of IS infrastructure strategies and develop detailed plans in support of related strategies, organizing required resources, monitoring and periodically reporting progress of plans;
• Leads the Infrastructure Planning and Operations team and drive and put in place a reliable support system with clear processes and procedures and tools for measuring infrastructure performance and reliability;
• Interface with Service Delivery and Support Managers, Applications Managers, Project Managers & Support teams – providing infrastructure input and direction;
• Track and monitor IS Infrastructure Services to ensure a stable, available and predictive operating environment- Physical and environmental (power and air conditioning), Networks (LAN and WAN), Operating systems and databases;
• Lead the development of IT Controls standards and procedures to ensure efficiencies are gained; • Focused and strategic engagement with IT internal and external stakeholders for pulse check and feedback on IT value addition and to drive customer satisfaction for IT services;
• Drive a holistic request fulfilment process that includes all user generated requests for IS Devices, facilities, office moves, supplies and the traditional break and fix calls for service restoration;
• Identify and implement tools that automate and streamline processes to guarantee consistent delivery and performance and ensuring the most efficient use of deployed automated tools;
• To drive an aggressive problem management strategy by ensuring improved vendor response times and proactively identifying and resolving problems and known errors.

Candidate Requirements
• Bachelor’s Degree in information systems/computer science or related field.
• Grade 12 Certificate (5 O’ Level credits, including English Language and Mathematics);
• 8 years’ experience in IT management with at least 5 years at management/ supervisory level in an FMCG or any relevant sector/ industry;
• ITILv3 Expert Certificate, COBIT, CISA, Project Management

Work Hours: 8

Experience in Months: 96

Level of Education: Bachelor Degree

Job application procedure
• Women are strongly encouraged to apply.
• Applications should consist of your letter, CV and professional qualifications in a single document. Hand delivered or posted applications will not be accepted and closing date for accepting applications is 15/09/2023.
• Interested and qualified? Click here to apply 
• Note that only shortlisted candidates will be contacted

All Jobs

QUICK ALERT SUBSCRIPTION