Officer – Service Level Management & Business Perspective

Job Summary:         

The jobholder is responsible for Supporting Supplier relationship Management functions, Monitoring ICT Contracts and AMCs, Provide Support during Service Level Management Activities and Business Perspective Activities.

Key Responsibilities:

• Coordinate review of IT service catalogue in liaison with relevant stakeholders
• Coordinate review of SLAs with customers/users and third party service providers to ensure that that the authority gets value from IT investments.
• Develop SLA review Reports with Clear action plans on service improvements.
• Regularly update contractor/supplier management database and dissemination periodic reports to stakeholders.
• Coordinate ICT process maturity assessment to facilitate continuous improvement
• Coordinate ICT user perception surveys and institutes service improvement measures
• Coordinate ICT Automation Assessment and Literacy survey.
• Prepares and submits reports as required including providing stakeholders with regular progress/ status reports.
• Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

Academic Qualifications

• Bachelor’s degree in Information Technology or any other IT related field.

Professional Qualifications   

Required Certifications/Trainings

• IT Governance & Service Level Management i.e. ITIL, COBIT or equivalent

The following certifications will be an added advantage:

• Project Management (Prince II or PMP Certification or equivalent)

Relevant Work Experience Required

• Experience in developing and managing IT Service Catalog in a busy IT environment.
• One (1) years’ hands on experience in developing IT Service Level Agreements and Underpinning Contracts.

Skills Required:

• Working skills in Service Portfolio Management, Service Level Agreements and Supplier Relationship Management.
• Operational knowledge of IT Service Catalog Management.
• Hands on skills in developing Service Level agreements
• Broad understanding of emerging IT technologies
• Documentation skills
• Report writing skills

Key Competencies

• Be proactive with good analytical and problem solving skills
• Team player
• Ability to pay attention to details
• Ability to cope with competing work commitments
• Passion for innovation and creativity
• High levels of integrity
• Ability to work under minimum supervision