ITIL Service Delivery Manager at a Top Tier Commercial Bank - Growth in Value Alliance (GVA) Partners Limited

Growth in Value Alliance (GV Alliance) Partners Limited - Our client, a top tier Commercial Bank is recruiting to fill the position below:

Job Title: ITIL Service Delivery Manager

Location: Lagos

Job Description

• He will act as the first point of contact for Managed Service customers.
• The primary objective of the role is to provide first time resolution.
• This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to the specialist teams to investigate and resolve.
• This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products including; Hosting (Linux and Windows), firewalls and/or WAN (wide area networks) technologies.

Responsibilities

• Correctly logging incidents and faults, categorising and prioritising them in line with team procedures
• Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution
• Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Diagnosing and resolving problems to the customers satisfaction
• Maintain and develop own knowledge and skills to assist with first time fault resolution
• Identify and escalate repeat issues or service risks into service management teams
• Sharing knowledge with team colleagues
• Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational

Requirements

• First degree in Computer science or any related discipline
• Minimum of 5 years’ experience in area of specialization
• Practitioner certificate in ITIL is a must
• Experience in IT service support and delivery experience
• Provides understanding of service delivery and service support environment
• Must be able to demonstrate a customer first approach to support
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels
• Natural aptitude for trouble shooting & problem solving
• Have solid experience in a helpdesk or technical support environment
• Highly organised and able to work on own initiative to complete the range of tasks required
• Flexible and willing to work outside core business hours as required

Technical Knowledge:

• Be qualified to at least one of the following levels
• Cisco certified network associate (CCNA)
• Microsoft certified solutions associate (MCSA)
• Fortinet certified network security administrator (FCNSA)

Application Closing Date
5th March, 2022.