Ash Nelson Partners Limited (“ANP”) is a technology company with a key focus on solving Cyber Security, and Cyber Fraud problems for Financial and Revenue collecting Organizations. We work with our clients to source effective solutions with a proven performance track record in their target terrain. We combine a strong understanding of the Nigerian Business Ecosystem and the unique challenges it faces in its bid to digitize these core processes. Armed with this knowledge, we are able to effectively identify innovative solutions, that will give our clients the desired results.
We are
recruiting to fill the position below:
Job
Title: IT Service Delivery Manager
Location: Lagos
Employment Type: Full Time
Job
Summary
- Team Leadership:
Manage and lead a team of support engineers, providing training, and
performance management as needed.
- Vendor Relations:
Establish and maintain strong relationships with solution providers to
ensure efficient issue resolution and product enhancements.
- Service Delivery:
Oversee the delivery of support services, ensuring adherence to service
level agreements (SLAs) and meeting customer expectations.
- Client
Communication: Act as the primary point of contact for clients regarding
support issues, escalations, and service improvements.
- Process
Improvement: Plan, design, schedule, continuously review and enhance
support processes to drive efficiency, effectiveness, and customer
satisfaction.
- Quality
Assurance: Implement and monitor quality assurance processes to ensure
high-quality support service delivery.
- Incident
Management: Manage critical support incidents, including coordination with
third-party vendors, root cause analysis, and resolution.
- Reporting:
Generate and analyse support performance reports, providing insights and
recommendations for improvement.
- Budget
Management: Manage the support department's budget effectively, optimizing
resource allocation.
- Collaborative
Engagement: Collaborate with cross-functional teams, including sales,
product development, and project management, to align support services
with company goals.
- Capacity
building: training the support workforce appropriately on the respective
processes, tools, and technologies to provide support on incidents,
service requests, problems, and change requests in the pre-defined SLA
targets.
- Customer
satisfaction metrics: maintain a consistently high score on Implemented
customer satisfaction metrics.
Requirements
- Proven experience
(5+ years) in service delivery management, with a focus on technical
support, preferably in the technology services or financial sector.
- Exceptional
communication and interpersonal skills, with the ability to interact with
clients, vendors, and internal stakeholders at all levels.
- Previous or
current experience in a core technology role (e.g. solution architecture,
infrastructure, development, integration etc)
- Strong
understanding of software solutions and the ability to communicate
effectively with software vendors.
- Excellent
leadership and team management skills, with a track record of building and
motivating high-performing support teams.
- Proficiency in IT
service management (ITSM) frameworks, such as ITIL, and experience in
implementing ITSM best practices.
- Strong
problem-solving and critical-thinking abilities, with a proactive and
results-oriented mindset.
- Experience in
resource allocation and co-ordination
- IT certifications
(e.g., ITIL,) are a plus.
- Knowledge of
financial industry regulations and compliance standards is a plus.
Skills:
- Linux
- Bash
scripting
- Infrastructure
- Troubleshooting
- Programming
languages
Experience:
- Experience with
working in a Linux environment
- Experience of
involvement in multiple concurrent projects
- Experience in a
customer-facing role in the tech industry
- Strong
communication skills, including the ability to explain technical concepts
to a range of different audiences – from highly technical to non-technical
business owners
- Strong experience
with shell scripting (Bash preferred)
- Familiarity with
web services (e.g. REST), and associated components (e.g. JSON)
- Experience of
working with distributed systems (e.g. Apache Zookeeper, Apache
Kafka)
- Experience with
deploying software in cloud-based environments (e.g. AWS)
- Experience
writing production-quality code (Python or Java preferred)
- Experience with
database architecture and scripting (e.g. SQL or MongoDB)
- Experience with
source control (e.g. Gitlab)
- Familiarity with
DevOps and software testing concepts (e.g. continuous integration,
test-driven-development).
Salary
Range
N500,000 - N750,000 / month.
Application
Closing Date
15th February, 2024.
How to
Apply
Interested and qualified candidates should send their CV and portfolio
to: HRManager@ashnelson.com using the Job
Title as the subject of the mail.
