Job Purpose: Manage and oversee the delivery & availability of ICT Shared Services across all user groups &
service delivery locations including International Business, Partner, and key customer locations. This includes
management of all facets of ICT services delivery to end-users and upstream ICT services delivery workstreams;
and playing an integral role in overseeing the operations of the organization’s ICT service desk by ensuring
optimal service levels through building strong and motivated teams
Functional Activities as per Key Performance areas
Lead the ICT service implementation process and all related activities in close coordination with ICT
management and other stakeholders
Contribute to the service definition, deployment, operations and further development from the ICT
service management perspective
Manage and implement shared ICT services across MPL Group
Provide a range of administrative and project coordination services to facilitate the delivery of ICT
shared services across the different stakeholders.
Track, monitor, and report on various ICT Shared Services delivery KPIs
Manage and operate MPL’s ICT service management platforms and the ICT service desk; provide high-
quality ICT services; and identify and mitigate ICT issues
Manage the ICT customer service relationships with internal and external stakeholders and ensuring
that the service team meets its delivery and reporting obligations.
Provide leadership that ensures effective service delivery of ICT services in all MPL locations
Assist in the management of client relationships for all ICT services
Collaborate with other ICT managers and teams across MPL to implement systems and process
improvements
Support the ICT Shared Services Model and ensure that ICT systems, processes, and services are re-
usable, shareable, sustainable, well-managed and cost-optimized whenever its feasible.
Collaborate with other teams on ICT Services or solutions simplifications, adaptation, customization,
aggregation, integration to ensure efficient delivery of solutions.
Create, implement and manage standards and practices to ensure ICT services delivery excellence
Develop, implement and maintain change management methodology to support rollout of ne ICT
services and facilitate the transitions to new technology or processes
Manage the interface with the internal stakeholders, internal ICT teams, and external stakeholders
Manage the service delivery on day-to-day basis, act as the ICT Department’s interface towards the
service provider(s) and remedy any issues, escalate problems to ICT management, propose solutions
and improvements
Manage assigned ICT contracts with focus on efficient ICT service delivery based on formal SLAs and
assigned budget
Coordinate and actively prepare the technical and contractual documentation for the ICT services.
Define and monitor service level agreements, KPIs and other service parameters to monitor the
performance of ICT service(s);
Maintain and ensure continuous improvement of ICT services catalogue.
Ensure the development of service level agreements and operational level agreements for all services in
the catalogue.
Manage ICT service requests, ensuring compliance with agreed governance processes and workflows.
Any other duties related to the role.
Key Outputs:
Daily, Weekly ICT KPI monitoring reports
A monthly status report on service improvement initiatives
Quality of ICT services assurance reports
Daily ICT incidents reports
Daily, weekly, monthly ICT services availability reports
Weekly CIT changes monitoring reports
Up-to-date ICT services catalogue
Minimum Qualification Requirements:
A University degree or equivalent in Computer Science
Software of Engineering or Information Technology or
Mathematics or Business Computing
Related Minimum Experience
Proven experience and in-depth
understanding of enterprise ICT services
management, vendor performance
management, supporting ICT business
support systems, and excellent creativity
and strong analytical abilities.
At least 5 years of experience in managing
enterprise and distributed ICT services
CLICK HERE FOR DETAILED ADVERT
Send CV to [email protected] by 15th August 2024
