IT Service Management Specialist

Job Category:

Information Technology


Information System


Al- Khartoum

Job Summary:

• To facilitate the management of the service lifecycles, ensuring that service levels are met or exceeded. • To ensure that the processes are efficient, effective, and appropriate to support service delivery and are underpinned by support systems and capabilities and are compliant with standards and best practices.


1. Develop, Maintain & Integrate a service management framework that underpins the delivery of services across MTN Divisions (This includes but not limited to Incident, Problem, Configuration, Change, Service Level Agreements, & Availability Management)
2. Provide support on the definition of the Service Catalogues of existing services
3. Perform the creation and maintenance of the Operational Level Agreements between various IT Departments ensuring the service level targets are achieved; service quality and other Division’s expectations are met or exceeded
4. Perform analysis and reviews of Service Performance against the SLAs and OLAs.
5. Carry out the action(s) required with the Service Providers to maintain or improve Service Levels
6. Development and maintenance of Issues/Problem/Change Management processes and provide stakeholder management support as required
7. Perform periodic reviews of the Service Management Processes and implement amendments
8. Contribute to the continual improvement of Service Delivery standards & practices
9. Effectively collaborate with other Division managers to establish and execute on common services goals/ objectives.
10. Tracking, monitoring, and reporting on agreed IT KPIs to management and identifying gaps and room for improvement.
11. Perform regular service quality audits and take action to make improvements.

Job Requirements:

• Bachelor Degree in Computer Engineering, or any relevant field. • Certifications in ITIL v3 Foundation, ISO 20000, PMP, Prince2 is a plus. • Minimum 1-2 years’ experience in related field.

Required Skills:

• Analysing skills. • Working as part of team • Ability to lead the team members through any type of projects • Professional English and Arabic knowledge, in both writing and speaking.

Closing Date:

Thursday, November 1, 2018

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