IT Service Delivery Analyst

We are recruiting to fill the position below:

Job Title: IT Service Delivery Analyst

Location: Ndola Cement, Zambia
Department: Information Technology (IT)

Job Summary

• Dangote Cement Plc is seeking a proactive and results-driven IT Service Management Analyst (ITSA) to support the delivery of efficient IT services across its operations. The successful candidate will coordinate IT asset management activities, support procurement processes, monitor vendor performance, and drive the timely closure of IT projects and service requests.
• The role requires a strong focus on service excellence, accountability, and operational efficiency, ensuring that IT assets, service providers, and support activities consistently meet business expectations and agreed service levels.

Key Responsibilities
IT Asset Management & Procurement Coordination:

• Coordinate and validate IT asset requests from business units and plant locations.
• Raise and monitor Purchase Requisitions (PRs) in SAP for IT hardware, software, and services.
• Maintain accurate tracking of asset requests and provide regular status updates.
• Track procurement activities through the PR, PO, and GRN lifecycle to ensure timely delivery.
• Liaise with internal stakeholders and vendors to facilitate asset deployment and support.
• Support asset audits, reconciliation exercises, and CMDB/asset register accuracy.

Service Provider & SLA Management:

• Prepare service performance reports, scorecards, and dashboards.
• Monitor vendor performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Identify service gaps, escalating non-compliance and recommending corrective actions.
• Support vendor review meetings and ensure action items are tracked to closure.

Project & Service Delivery Coordination:

• Provide regular status reports highlighting risks, dependencies, and outstanding actions.
• Support root cause analysis and post-implementation reviews for major incidents or delayed projects.
• Track open IT projects, work orders, and service requests to ensure timely completion.
• Maintain project and service delivery trackers and proactively resolve bottlenecks.

IT Service & Technical Support:

• Perform other duties as assigned by the Lead, IT Service Management.
• Support IT asset deployment, recovery, tracking, and compliance activities.
• Support the continuous improvement of IT service management practices and documentation.
• Install, configure, troubleshoot, and maintain IT infrastructure components including printers, scanners, biometric devices, network connectivity, and Wi-Fi services.
• Manage and resolve IT incidents and service requests in line with agreed SLAs.
• Contribute to incident, problem, and change management processes within the ITSM framework.
• Provide support for desktops, laptops, mobile devices, operating systems, and business applications.

Qualifications & Experience
Education:

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field.

Experience:

• Experience coordinating third-party vendors and field service resources is preferred.
• Minimum of 5 years' experience in IT Service Delivery, IT Service Management, IT Asset Management, or a related IT operations role.
• Experience working within a large, multi-site organization is an advantage.

Professional Certifications:

• ITIL Foundation Certification is an added advantage.

Technical Knowledge:

• Proficiency in Microsoft Excel and PowerPoint for reporting and analysis.
• Working knowledge of SAP procurement processes (PR/PO/GRN).
• Familiarity with ITSM platforms such as ServiceNow, Freshservice, or similar tools.

Competencies & Skills:

• Excellent organizational and multitasking abilities.
• Ability to hold internal and external service providers accountable for performance.
• Effective verbal and written communication skills.
• Strong analytical skills with experience in SLA/KPI monitoring and reporting.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong stakeholder management and vendor coordination skills.
• Strong follow-up, escalation, and problem-solving capabilities.
• Customer-focused approach to service delivery.
• Strong ownership mindset with a bias for execution and closure.