Senior Service Management Specialist
Phillips Outsourcing Services Nigeria Limited
Lagos, Nigeria
5d ago
source : Fuzu

Required Skills & Qualifications

  • HND or B.Sc in Science related courses
  • Minimum of 5 years experience
  • Enterprise Applications skills
  • Business Continuity Management skills
  • Cloud and Infrastructure Management
  • IT Service Management framework.
  • Job Responsibilities

  • Develop detailed plans in support of approved strategies in respect of Service Management
  • Drive service based culture in IT and put in place a reliable clear processes and procedures and tools for measuring service delivery and performance.
  • Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.
  • Review service metrics (KPIs) that identify the success of the services being utilized and recommend as well as coordinate implementation of changes to Service Management services to improve metrics.
  • Create and maintain a knowledge repository system to support Service Management function, gathering, analysing, storing and sharing knowledge and information using a variety of processes and technologies.
  • Drive an aggressive problem management strategy by ensuring improved vendor response times and proactively identify and resolve problems and known errors.
  • Manage incident escalation and determine innovative ways to drive dependencies that lie with other units or 3rd party service providers
  • Work with other service management managers and IT managers to improve on service availability and customer experience improvements.
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