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Service Manager (1)


IT, Systems & Software, Telecom

Deadline: 15th, May 2018

Job Description

Assist in ensuring continuity of best practice service level management processes, executed by IT service delivery staff, required by CUSTOMER.

Maintain a database of existing services offered and received by the IT division.

Job Details

 



Job Position:

Service Manager

Reports to:

Service Delivery Manager

Grade Level:

TBD

Supervises:

N/A

SUBJECT AND DESCRIPTION

Job Summary

  • Assist in ensuring continuity of best practice service level management processes, executed by IT service delivery staff, required by CUSTOMER.

ROLES AND RESPONSIBILITIES

  • Maintain a database of existing services offered and received by the IT division.
  • Gather information necessary for service performance evaluation against SLAs.
  • Assist in reviewing service performance against agreed SLAs and OLAs.
  • Participate in regular service level review process with both the customer and IT service providers and document decisions.
  • Assist in preparing regular reports on service performance and achievements of the customer & IT provider.
  • Develop faults/problem trend analysis and prepare service improvement plans to address identified gaps
  • Research new technologies and approaches to meeting and exceeding customer needs.
  • Maintain the change management database and process documentation.
  • Assist in managing relationships with vendors providing services to the end users.
  • Attend team/divisional/departmental meetings as required.
  • Prepare/compile agreed periodic activity and performance reports for the attention of the Service Deliver Manager.
  • Perform any other duties as assigned by the Service Deliver Manager.

EDUCATION AND EXPERIENCE

  • First degree or equivalent in a relevant discipline.
  • Minimum of three (3) years relevant work experience.

How to apply

All suitably qualified and interested candidates must apply online via www.jobmart.ug.

Only shortlisted candidates will be contacted.

Deadline: 15th May, 2018

Additional Requirements

Employment Type: Full-Time

Place of duty: Kampala
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