IT Service Delivery Officer

We are recruiting to fill the position below:

Job Title: IT Service Delivery Officer

Location: Nigeria

Purpose

• To coordinate and ensure timely, efficient delivery of IT support services across the organization and its subsidiaries, ensuring adherence to SLAs, user satisfaction, and alignment with IT policies and procedures.

The Job

• Responsible not only for the definition of a set of internal processes, policies, controls and operations but also serve a guide to helpdesk agents on their adoption and compliance.
• Participate in activities or oversee a small staff contributing to project work (major incidents, changes, and releases, DRP, ITSM tool implementation).
• Monitor operations to make sure tickets are addressed in a timely manner, as well as serving as the service-desk liaison to major business-impacting initiatives.
• Responsible for smooth operations, ensures SLAs are being met and service-desk customers are happy with the support they are receiving.
• Ensure maintenance of relevant records and documentation.
• Monitor operational performance proactively and troubleshoot system problems which affects end users and take necessary steps to resolve them.
• Ensure that received incidents and service requests are resolved within SLA with the business.
• Develop and update PC setup and maintenance plan in alignment with the Service Desk manager.

Qualifications

• Bachelor’s Degree in Computer Science or a related field, with ITIL Foundation and Microsoft certification.
• Security or Network certifications will be an added advantage.

Experience:

• Experience in ERP solutions, specifically MS D365 F&O will be an added advantage.
• Experience supervising support teams and familiarity with tools like ManageEngine is an added advantage.
• Minimum of 4 years’ relevant experience in IT service delivery or service desk operations.

The Person Must?:

• Have good understanding of IT service management processes.
• Be customer-focused with a service-oriented mindset.
• Demonstrate strong communication and stakeholder management skills.
• Possess good problem-solving and incident management capability.
• Have strong coordination and organizational skills.