Head-IT Business Office

Job opening: technology jobs, jobs in Lagos, Nigeria

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Head-IT Business Office
Location: Lagos
Last update:

Ad description

Etisalat's vision is a world where people's reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel.

Job Title
Head - IT Business Office


Job Field
Engineering, Technical, ICT, Computer

Job Summary       
Responsible for the governance and management of the demand pipeline and act as primary partner for the business functions to capture, structure, align and plan accepted business demand and match this demand with the IT supply functions' capacity. Ensure consistent capturing and prioritization of the demand on IT and regular alignment and prioritization of demand.  Support the annual planning cycle with estimation of the demand based on known drivers.  Manage regular communication channels and fora related to the day to day operations between business units and Technology Services.

Principal Functions      
Strong business partnering by working closely with senior leaders in order to develop an IT agenda that closely supports the overall aims of the business units.
Govern all delivery partners in the discharge of their service delivery obligations.
Understand pattern of business activities and the underlying drivers & take appropriate actions in order to keep IT budget & costs within approved limits while meeting Business requirements on time, minimizing delivery risks & at the required quality

Performance Management
Drive for the attainment of expected service levels with the delivery partners and review performance at periodic service review meetings;
Review and analyse service level performance reports and ensure the right insight and recommendations on underperforming services levels are brought to the fore.  Ensure concerns, deviations from expected performance levels are identified and appropriate actions taken in the CSI plan;
Liaise with delivery partners and D&BRM team to define and implement CSIs based on outcomes of performance reports, CSAT Customer Satisfaction surveys, etc.  Implement measures, appropriate mechanisms to track progress towards full implementation of open CSI actions;
Work with D&BRM to ensure that approved changes in expected service level are captured and addressed during the service reviews;
Identify and manage risks that might threaten the capacity of all IT suppliers to deliver to expected service levels;
Define and maintain quality measures to guide and drive measurable improvements in IT service delivery;
Conduct post implementation reviews on CSIs implemented till closure.
Perform any duties as assigned by the Director, IT Demand Management & Planning.    

Educational Requirements              
Bachelor's degree from an accredited college, university preferred.
Possession of an advanced degree, preferably an MBA, will be an advantage
9 to 12 years of combined work experience in a service management or IT governance with role no less than half of those in an IT, Telecoms environment is strongly required.
At least 3 years experience in a managerial role.
Strong customer-centric focus.
Experience in developing planning models is strongly recommended.
Candidate will ideally have some exposure to IT operations management and good knowledge of IT governance processes;
Experience with IT financial management, resource planning, task prioritization, budget / cost control.  Strong ability to process data and extract actionable insights
Sound knowledge of internal business processes, outsourcing, vendor management and the mobile telecommunications industry; possesses a broad based operational perspective and provides solutions for all forms of business risk;
Experience in working, negotiating through complex issues and providing alternative solutions;
Deep knowledge of ITIL is required; deep and demonstrable experience as an ITIL practitioner;
Highly developed business communications skill verbal and written, solid team player, change agent, strategic and creative, excellent relationship management skills and the ability to drive performance, consensus from all areas within the company.


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