• First Degree in Computer Science or an IT equivalent degree
  
• Fluent in English
  
• Foundation Certificate in ITILv4 – IT Service Management
  
• Practitioner in ITIL Service Level Management will be an added advantage
  

• Experience working in a medium organization
  
• Experience in Service Level Management
  
• Experience in IT support experience
  
• Relationship Management skills
  
• Project management Experience
  
• Experience dealing with change management issues
  
• Experience working with a range of Service providers
  
• Understanding of Service delivery and service support environment
  

• Disseminate information and liaise with other service Management areas to drive service delivery
  
• Gather business requirements and translate to IT deliverables based on MTNN business plan.
  
• Negotiate and agree on SLAs with the business unit and OLA with other supporting business units
  
• Drive the implementation of vendor contracts to support IT objectives and validate adoption of IT service offerings
  
• Facilitate meetings with various IT units to discuss and resolve escalated or identified customers issues
  
• Manage and report on vendor performance as regards CSI initiatives implemented
  
• Engage teams for improvement areas and follow-up with implementation of improvements to improve service and process performance
  
• Coordinate and facilitate the CSI process, ensuring ongoing service improvement.
  
• Develop and maintain the CSI register, tracking and prioritizing improvement opportunities.
  
• Collaborate with stakeholders to identify and prioritize areas for improvement.