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Zain Careers | Vacancy Details - Team Lead : Performance & Demand Management


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Zain (formerly MTC) is the pioneer of mobile telecommunications in the Middle East and now a major player on the African continent. We began life in 1983 in Kuwait as the region's first mobile operator. Today, we are a leading mobile and data services operator with a commercial presence in 23 Middle Eastern and African countries.

Basic Purpose:
      Management of IT services    

      Business Unit:     Zain Nigeria     
      Division:     Information Technology
      Location:     Nigeria - Lagos     
      Closing Date:     23-May-2010

Main Duties & Responsibilities:
      -Assurance of functional quality of solutions in accordance to requirements and expectations
      -Overall reporting regarding service quality and performance improvement
      -Definition of IT services and service levels offered / provided to the organization
      -Management of the service catalogue
      -Monitoring and management of service levels with regard to capacity, quality, availability and resources
      -Customer Advocacy
      -Demand/Capacity Management

Qualification & Competencies:

Qualifications:
    * Degree in Computer Science, engineering or related field is required
    * MBA will be advantage
    * ITIL Managers Version 2 and V3 foundation certification

Work Experience:
    * Minimum of 10 years working experience in IT. At least 5 years in managerial role in a blue chip company
    * At least 4 years experience in IT service management using the ITIL standard
    * At least 3 years working experience in a Telecoms company
    * Interpersonal skills
    * Good working knowledge of :
    * Balance Scorecard
    * OpenView/I2MP or similar tool

Key Departmental Responsibilties:
      Customer Advocacy
      Operational demand management
      Service/Operational level management
      Service Catalogue Management
      IT Service Quality
      Service Improvement programmes
      IT performance reporting (SLAs/KPIs)

Note: you will be required to attach the following:
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