Holcim builds progress for people and the planet. As a global leader in innovative and sustainable building solutions, Holcim is enabling greener cities, smarter infrastructure and improving living standards around the world. With sustainability at the core of its strategy Holcim is becoming a net zero company, with its people and communities at the heart of its success. The company is driving the circular economy as a world leader in recycling to build more with less.
Holcim is the company behind some of the world’s most trusted brands in the building sector including ACC, Aggregate Industries, Ambuja Cement, Disensa, Firestone Building Products, Geocycle, Holcim and Lafarge. Holcim is 70,000 people around the world who are passionate about building progress for people and the planet through four business segments: Cement, Ready-Mix Concrete, Aggregates and Solutions & Products.
We are recruiting to fill the position below:
Job Title: IT Service Delivery Manager
Job Code: DJOB
Location: Lagos
Contract Type: Regular Full-Time
Function: IS / IT
Overview
- The IT Service Devlivery Manager is responsible for smooth operation of the helpdesk, and ensuring issues are resolved in timely fashion or escalated as needed. The person will also be responsible for procurement of end user IT needs as well as the management of end user facing vendors. Individual is key to end user satisfaction of Lafarge Africa employees.
- The Service Delivery Manager will be involved in a variety of tasks that requires management of the helpdesk and projects involving end users support, interaction with and the customer systems. The candidate will need a solid understanding of primarily Microsoft systems and leading IT technologies. This role also requires the ability to troubleshoot issues and to mentor and develop staff when required.
Responsibilities
- Management of key staff responsible for service desk and end users computing
- Be responsible for career development and appraisals.
- Problem and Incident management ensuring that ensure SLA’s are achieved and client expectations are met (or exceeded).
- Service transition for customers as services are added or removed.
- Ensure the company tools and information systems are utilized correctly and relevant information is provided.
- Definition of service level agreements (SLAs) related to services offered and that escalation flows are in place, advice technically on escalations.
- To build services relationships with clients.
- To specify systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery.
- To ensure reports are provided to an agreed schedule (or on request), including management and performance reports.
- Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.
- To develop and facilitate workshops and training courses on the user of internal applications.
- Manage departmental procurement of end user supplies and IT tools
- Responsible for the delivery of services within the SLAs and KPIs.
- To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
- To plan and schedule resource to the requirements of the business
- Ensure transfer of knowledge to other staff to ensure the business systems are understood
- Work as a team member within the organization to provide a resilient service to our customers
Education / Qualifications
- Bachelor's Degree in Information Systems or related course
- ITIL certification required
- Other IT certifications are a added advantage
- Experience
- Minimum of 10 years working experience
- Experience managing a team in a multi-location enterprise
- Technical background ideally within a shares service center
- Experience working with and managing outsourced resources
- Experience implementing the ITIL framework in an enterprise environment
Knowledge & Skills:
Technical / Functional Skills:
- Excellent skills in the Microsoft office suite.
- Experience with Google apps is a plus
- Experience with collaboration tools
- Experience with document management applications
Behavioral Competence:
- Excellent interpersonal skills
- Ability to remain calm under pressure from end users
- Empathy for customers
Leadership and Managerial Abilities:
- Written communication
- Organizational agility
- Negotiating skills
Language Requirements:
- Professional proficiency in English Language.