Head, Service Delivery
Arnergy Solar Job Vacancies in Nigeria [7 new positions]
Ilupeju, Lagos
1d ago
source : NGRJobs

Description

  • Come join Arnergy’s team and help improve distributed energy reliability to businesses and homes in Nigeria.
  • You will analyse our core markets, products, processes and operations to identify gaps and frictions.
  • Additionally, you will provide solutions to the identified challenges, these include data driven solutions.
  • You’ll need to demonstrate excellent understanding of business process optimization, requirement elicitation, business modelling.
  • You will largely help the organisation to optimize processes, functions, products and services to meet goals of internal, customer and external stakeholders.
  • You will :

  • Be responsible and accountable for all service management functions and ensure that they are delivered in line with ITILv4 standards and operating model.
  • Ensure that services are designed, planned, implemented and improved in line with both current and future business needs.
  • Engage, coordinate and support multiple business functions including finance, accounting, engineering, project delivery, people & culture and customer operations to ensure the consistent deployment of processes, tools and technology essential for effective service delivery and development.
  • Ensure the coherent and effective management of the processes, systems and people required to design, develop, deliver and improve technology services to meet current and future needs.
  • Lead the customer operations, project assurance and customer experience functions within the strategy and business operations unit of the group.
  • Responsibilities

    Your key responsibilities will include :

  • Working in the strategy and business operations team to develop innovative service and operations strategies to help drive disciplined execution.
  • Recruiting, leading, motivating, developing and managing the performance of direct reports, building a high calibre team with the skills and capabilities needed to deliver the required results.
  • Promoting and championing the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
  • Accountable for building, publishing and the utilization of the service catalog.
  • Overseeing the process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
  • Developing performance measures and consistently report metrics to the IT Services Leadership team.
  • Leading continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
  • Providing tactical and strategic recommendations based on ITSM key performance measures.
  • Managing departmental budgets and forecasts appropriately.
  • Responding to on-call duties and emergencies on-site as needed.
  • Requirements

    You’ll be a good fit for this role if you meet the following requirements :

  • Bachelor’s Degree in Computer Science or related field and a minimum of ten (10) years demonstrated experience in ITSM and / or information technology.
  • Master’s Degree in Computer Science or related field and minimum of six (6) years demonstrated experience in ITSM and / or information technology.
  • Any equivalent combination of experience, training, and / or education,.
  • We’d also like to see :

  • In-depth knowledge of IT Service Management (ITIL) frameworks
  • In depth knowledge of project management principles and practices
  • Proven ability to manage complex programs
  • Functional experience with ERP implementation
  • Experience in leading process improvement and organizational change initiatives
  • Proven expertise and overall responsibility in customer service and contact center services, performance and new generation capabilities
  • Excellent presentation, time management, and collaborating skills
  • Motivated, goal oriented, persistent and a skilled negotiator
  • Ability to handle stressful situations and deadline pressures well
  • How you plan and carry out responsibilities with minimal direction.
  • Ability to work with people from a variety of different culturally diverse backgrounds
  • Your track record of success in a similar role
  • Flexibility and comfort working in a fast-paced, changing environment
  • Your high energy and attribute of grit
  • High level of attention to detail.
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