It service delivery manager

Voltic Ghana Limited

Job Summary

He/She will provide a single logical interface between all IT operational teams in the centre and the operational teams in all countries

  • Minimum Qualification: Degree
  • Experience Level: Management level
  • Experience Length: 4 years

Job Description

Voltic Ghana Limited seeks the services of an IT Service Delivery Manager

 

Job Title: IT Service Delivery Manager

 

Job Location: Accra, Greater Accra

 

 

Job Description

  • Acts as the single point of contact and escalation with respect to Customer relationship management between IT and the country business
  • Ensures alignment between business goals and IT goals and monitors performance delivery of the IT teams against service levels. 
  • Manages the administration of all centrally managed assets
  • Ensures delivery on IT project outputs by understanding the existing infrastructure and software in the country
  • Evaluates the impact of downtime in the region for all the infrastructure/systems that IT are responsible for managing
  • Documents regional IT operational requirements
  • Accountable for all operational communications between IT and the country
  • Accountable for the tracking and management of IT Incidents logged by the country
  • Manages the central gathering of regional IT CAPIN requirements
  • Manages the implementation of IT standards
  • Manages the Configuration management process in the country
  • Manages the Change management process in the country
  • Manages the implementation of any process that may be required to be implemented by IT to ensure compliance from a legal or governance perspective

 

 

Qualification and Requirements

  • A minimum of B Comm Informatics or BSc Computer Science degree preferred  
  • A qualification or previous experience in Service Management and/or CRM (customer relationship management)
  • A minimum of three years relevant experience
  • Working knowledge of COBIT, ITIL and Service Catalogs
  • Should be able to define a  problem, challenge, or opportunity
  • Should be able to generate an array of possible solutions or responses
  • Should be able to evaluate the costs and benefits, or pros and cons, associated with each option
  • Should be able to select a solution or response
  • Should be able to implement the chosen solution and to ensure that delivery occurs
  • Assessing the impact of the decision and modifying the course of action as needed

 

Competencies

  • Broad IT knowledge
  • High energy levels
  • Initiative and self-starting ability
  • Methodical and good problem solving ability
  • Good attention to detail and an ability to follow through to completion
  • Integrate effectively with other teams and members, a good communicator
  • Solid service management experience
  • Ability to effectively manage vendors
  • Ability to communicate at all levels
  • Mature sustainable outlook and approach to IT strategy
  • Sound commercial skills for planning and budgeting
  • An ability to think abstractly from a process perspective while maintaining a practical tenacity to deliver

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