About Nigerian Breweries Plc :
Nigerian Breweries Plc – As the foremost brewing company in Nigeria, we are proud of our vision to wow Nigeria with our great brands, passionate people, and world-class performance. We are recruiting to fill the position below:
Job Title: IT Services Manager
Location: Lagos
Employment Type: Full Time
Job Summary
- Are you ready to lead a dynamic team and ensure top-notch IT service delivery?
- We are looking for an enthusiastic and experienced IT Service Manager to join our team!
- You will be at the forefront of managing our Service Desk, ensuring exceptional customer service, and driving continuous improvement in our IT operations.
Key Responsibilities:
Service Desk Management:
- Oversee the delivery and management of the Service Desk.
- Ensure the highest standards of customer service to both internal and external customers.
- Coordinate and liaise with the Service Desk team to resolve technical issues efficiently.
Governance, Risk, and Compliance:
- Identify and implement governance, risk, and compliance requirements, aligning with ITIL v3 standards.
- Manage and optimize Service Desk tooling, ensuring software is up-to-date and performing optimally.
Technical Problem Resolution:
- Manage the resolution of technical problems at the point of call or escalate to 2nd line support.
- Liaise with ICMs and other 2nd Line Support to resolve IT issues within agreed SLAs.
Collaboration with 3rd Party Providers:
- Work closely with 3rd party service providers (e.g., MTN, GLO, 21st Century Technology) to ensure consistent service delivery and timely restoration when services are disrupted.
Tool Management:
- Ensure the delivery of high-quality and functional working tools, including workstations, mobile devices, and email/messaging support.
Help Desk Coordination:
- Solve problems and make decisions daily related to Help Desk responsibilities.
- Ensure effective representation of the Help Desk in coordinating work processes and projects with other departments.
User and Email Account Administration:
- Manage Opco user and email accounts administration.
Key Accountabilities:
Service Management:
- Define, manage, monitor, and report on services and service levels.
- Support and maintain services in the Service Catalogue.
- Coordinate the resolution of service incidents and problems, escalating as needed.
ICT Infrastructure Support:
- Provide agreed Service Desk support for ICT infrastructure, including LAN, WAN, WLAN, and more.
- Maintain up-to-date documentation for the ICT infrastructure.
Team Performance and Management:
- Identify objectives for Service Desk services and supporting infrastructure.
- Manage, monitor, and report on Service Desk performance.
- Ensure excellent working relationships with other IT teams.
Stakeholder Management:
- Manage relationships with internal and external stakeholders.
- Agree and publish Service Desk objectives and report on performance.
User Support/Help Desk Management:
- Provide user support for all IT activities.
- Ensure first-time resolutions and adequate feedback to users.
- Improve incident management and provide technical support.
Configuration Management:
- Drive central configuration management to optimize IT resources.
- Continuously update and maintain IT inventory.
System Security:
- Ensure system security and integrity of management information.
- Maintain a system log of issues and solutions for analysis.
System Maintenance:
- Provide effective system maintenance to minimize data losses.
- Liaise with line manager and suppliers for service reviews and improvements.
Requirements
- First Degree in Computer Science, Information Technology, Computer Engineering, or a related field
- 3-5 years of experience in IT service delivery or support roles
- Strong analytical, diagnostic, and troubleshooting skills
- Proficiency in managing ICT infrastructure, including LAN, WLAN, directory services, network services, data center services, etc.
How to Apply:
Interested and qualified candidates should click on ‘Apply now’ below.
