IT Governance - Consultant/Contractor at Sigma Qualitas Limited

Sigma Qualitas Limited is recruiting to fill the following position:

Job Title: IT Governance - Consultant/Contractor

Location: Lagos

Core Job Functions / Responsibility

• Ability to act as the Senior Process Manager position supports the design and implementation of mission-critical IT service processes across the enterprise. Key responsibilities include ITSM process roadmap development, and day-to-day hands-on management of mission-critical processes (as assigned). Day-to-day process management responsibilities include managing inputs and outputs and process documentation for assigned processes. As the Senior Process Manager is also responsible for leading cross-process compliance and design coordination within the ITSM team and cross-functionally throughout the IT organization. This role is also responsible for providing IS leadership with cross-process KPIs along with data-backed recommendations for continuous improvement. This role also leads implementation of approved process improvements across all stakeholders, while mentoring other process managers to optimize team performance.
• The role requires strong team leadership skills, advanced capabilities in ITSM process management within the enterprise, exceptional written/verbal communication skills, advanced fluency in data-driven analysis to drive sound business decisions, and the ability to deliver quality service to our internal and external customers.
• As a Process Implementer they will be responsible for working closely with the ITIL Process Owners to define suitable, effective, and efficient operations processes, and selecting adequate technical equipment in a subsequent step, as required by the processes.

Primary Activities
General:

• Define the project plan for implementation
• Analyse the As-Is process Define the To-Be operations process in detail
• Ensure processes interface with each other
• Establish process control Measure and review the efficiency and effectiveness of the process
• Define the implementation and training plan
• Resource planning
• Continuous process improvements

Process Management:

• Design, implement, manage and continuously improve core ITSM processes
• Provide leadership team with tactical and strategic recommendations based on cross-process KPIs
• Develop, implement and manage cross-process compliance
• Manage implementation of process improvements across all stakeholders
• Audit documentation of core processes to insure cross-process continuity, alignment with continuous improvement roadmap
• Mentor other process managers (within and outside of ITSM team)
• Perform reviews of major incidents, major problems, and/or changes, as per assigned processes
• Specific Process-Related Duties (as per assigned processes, TBD)

Incident Management:

• Ensure service failures are recorded and managed according to agreed procedures
• Ensure that service is restored at the earliest appropriate opportunity
• Serves as the primary communication point with customer base and other IS groups on escalated support issues.
• Ensure escalation procedures are invoked as necessary
• Ensure Incident Management knowledgebase up-to-date and optimized for efficient Incident resolution
• Participate in formal process Incident process roadmap and new services planning, as pertains to Incident

Problem Management:

• Manage the root cause identification, recording, investigation, and removal of existing causes of service failure
• Proactively identify and seek to avoid potential causes of service failure
• Coordinate technical support to lead/assist in the minimization of consequences of service failure (work-arounds)
• Maintain knowledgebase problems, known errors, and work-arounds
• Attend Change Advisory Board meetings

Change Management:

• Manage changes to configuration items to maximize business benefit while minimizing risk
• Chair the Change Advisory Board, in accordance with existing Change documentation
• Convene Emergency CAB, as appropriate
• Ensure all concerned parties are aware of planned changes
• Ensure compliance with change processes (accountability, impact analysis, validation, etc…)
• Plan and direct the overnight clinical downtimes (2x/month, on average)

Knowledge Management:

• Develop and manage Service Knowledge Management Systems for enterprise IS department.
• Develop, implement, manage and continuously improve knowledge management processes in accordance with industry best-practices
• Manage day-to-day i/o for ITSM team knowledgebase to maximize business benefits
• Responsible for critical assessment and harvesting knowledge in the enterprise to support service delivery
• Other duties as assigned.

Configuration Management:

• Manage changes to configuration items is such a way as to deliver business benefit while minimizing risk
• Plan the structure and content of the CMDB
• Manage the CMDB info held about infrastructure components and relationships
• Help to assess the full impact of the proposed changes
• Generate relevant CM standards, policies, and plans
• Perform configuration audits and with the variations

Service Management and Support:

• Ensures the team demonstrates ownership of calls throughout the "life-cycle" of the call.
• Provides troubleshooting, problem analysis, debugging, and resolution of assigned system issues
• Compiles data in order to analyze helpdesk performance, identify trends and recommend solutions. Creates all Service management reports for distribution to IS Management.
• Develop prevention strategies based on tracking and trending analysis.
• Monitors and reports on service level compliance across Information Services.
• Coordinates activities between multiple support groups to ensure adherence to Service level requirements where multiple groups are needed to resolve a single incident.
• Provides effective training and support.
• Performs other duties as assigned.

IS Operational Support:

• Utilizes IS Operational support systems to include, Change Control, Problem Management, and other systems as required.
• Ensures all service issues and requests are handled effectively within the team.
• Documents and shares new knowledge gained during troubleshooting and research.
• Provides analysis of issues to Support Center Manager including identifying root causes, work around and permanent solutions.
• Measures, interprets and analyze data collected in the service management tool to prepare reports and statistics for use by management to identify historic trends. Identify areas to focus customer education and training activities.
• Coordinates Support Center team activities, managing customer expectations and reviewing user feedback.
• Assists in the development of quality assurance standards, procedures, documentation and controls for Support Center operation.
• Provides information that allows support processes to be optimized, incidents to be reduced, and management planning to be carried out.
• Recommends changes in operation of the Support Center to respond to changing customer requirements/expectations and to improve management of customer service issues.
• Assists with other departmental activities as required in maintaining the required levels of service to our customers.
• Motivates and guides team members to continuously improve performance deliverables. Identify training needs and address the same by coordinating with various IS groups.
• Interact with customers regularly to build relationships and ensure customer satisfaction through Quality & Service Value.
• Leads business process improvement team
• May assist with first line calls during peak times

Project and Vendor Management:

• Applies project/vendor management principles, industry best practices, and IS Project Management Office (PMO) or Vendor Management Office methodologies to all assigned projects.
• Leads and participates in project scope development, project status reporting, schedules project execution, manages vendor performance and customer expectations, and facilitates meetings. Interacts closely with the PMO for planning and status reporting. Coordinates IS resources for project and operational support
• Supports and helps to develop the IS PMO and VMO

Information Assurance:

• Knowledgeable of and adheres to policies, processes, procedures, standards, and guidelines governing privacy, security, and disaster recovery/business continuity.
• Actively protects sensitive, classified, and confidential information.
• Uses and accesses systems and information only for authorized purposes and in accordance with security procedures and guidelines to perform job duties as assigned.
• Maintains individual accountability for security controls and measures (e.g., individual passwords are not shared with other users).
• Reports suspected security and/or privacy incidents following established procedures.
• Develops, implements, and/or maintains systems following IS Information Assurance policies, processes, procedures, and guidelines and industry standards to address security, privacy, and disaster recovery/business continuity needs to protect information and resources at established, defined levels.
• Follows established procedures to conduct reviews and audits of systems and information for assigned areas of responsibility.
• Maintains systems to keep information and resources secure and safe from known vulnerabilities to include updating applications and systems with security patches and code updates, applying appropriate virus protection, and testing changes before placing into production environments.
• Assists Information Assurance staff in the development and refinement of Information Assurance standards, policies, procedures, processes, and guidelines.
• Teamwork, Collaboration, Professionalism and Leadership
• Works with other IS staff in functional or cross-functional teams to meet goals, objectives, and responsibilities
• Fosters a team atmosphere within IS and other Hospital departments by interacting with others in an honest and straightforward manner, listening to and

Desired Skills and Experience

Job Requirements and Skills

Graduate Qualifications:

• A First degree from a recognised University REQUIRED.

Post Graduate Qualifications:

• Master's degree or Post Graduate Qualification would be of ADVANTAGE.

Previous Work Experience:

• Work experience ideally within a Telecom IT environments or IT Consulting REQUIRED

Experience:

• 10 to 14 years work experience with at least 5 years at managerial position experience is preferred (NYSC is ESSENTIAL).

Certifications and Training Requirements:

• Relevant IT Certifications (ITIL, PMP, Six Sigma, PAS56, COSO, ISO31000, OCTAVE, NIST, MOR, ISACA SOX, COBIT, Val IT, BS25999, ISO27001, BS17799, MSF, PMBOK, Prince 2, ISACA CGEIT, eTOM, SOA, TOGAF, Zachmann, SFIA, ISO 20000, MOF, Process Simulation Methodologies, BA, Vendor Management Frameworks or similar Certification, Frameworks, Methodologies or Standards etc.) would be of ADVANTAGE.

Key Skills:

• Communication, Influencing and Negotiation
• Delegation/ Supervisory
• Problem Solving, Passion for Excellence, Integrity and Empowering people
• Growing people, Team work and Customer Focus

Application Closing Date
10th December, 2014.

Method Of Application
Interested and qualified candidates should forward their CVs and other required information to: [email protected]
Required with your submitted CV are the following;

• Your current earning information and your DOB.
• Your contact details should contain active phone numbers and email addresses.
• Review your CV every time you make a submission, one CV does not fit all jobs.
• Kindly note that we need the subject matter of your response to contain the Job Title you are interested in, the file type must be PDF or DOCX, the preference being word documents, any response that contains a file name such as “My CV or My Resume” cannot be treated.

Please note short listing is based on the requirements in the given job descriptions above such as; qualifications required, years of experience, technology and industry exposure. All candidates for the list positions MUST have relevant and required work experience