Posted on :
11 Feb, 2014
11 Feb, 2014
Purpose of the job
To support in the development, establishment and maintenance of Service Level Agreements, Operational Level
Agreements, Underpinning Contracts and Project Charters related to Service Management Centre services with the
key objective of ensuring the consistent and efficient support and services are provided to customers through
communication, negotiation, measurement and management of service levels including assisting in the
development and implementation of continual service improvement initiatives.
Key Responsibility Areas
Provide support with the development, implementation and co-ordination of delivery of Service Management
Centre (SMC) services in line with aligned to ITIL methodologies in order to perform end-to-end service
Provide support with defining, recording and reviewing of all services agreed with
between the SMC and clients.
Monitor service level performance against the metrics contained in SLAs. Define,
document and review all Operational Level Agreements (OLAs) and underpinning contracts (UCs), to support the
Provide support with the reviewing and updating of costing models for all services provided by the
SMC, and with models that are to be developed for new services.
Provide input with developing and maintaining
System Improvement Plans for the enhancement of all services provided by the SMC. Manage the supporting
teams’ tasks and activities.
Qualifications and Experience
Minimum: National Diploma / Degree in Information Technology and/or equivalent. ITIL Practitioners
Certification & ITIL Foundations Certification will be an added advantage. Experience: 3-5 years experience in
Service Management principles related to Problem Management good practice methodologies, implementation and
application of Service Delivery and Service Level Management processes and supporting technology, i.e. (ITIL,
Cobit, and ISO), project management delivery concepts and dealing with customers.
Technical Competencies Description
Knowledge of: Processes and procedure development and implementation; Understanding of Service Operations
aligned to ITIL good practice methodology; Understanding service/process performance evaluation, monitoring
and reporting; Fair understanding and practice of Project Management; Fair understanding of ICT industry. Skills:
Good communication both written and verbal; Good interpersonal skills; Good problem analysis and solving skills;
Good negotiation skills; Service / Process performance monitoring, evaluation and reporting.
Other Special Requirements: None
How to apply
Kindly forward your CVs to: [email protected]
Closing Date: 14 February 2014