HEAD, SERVICE ASSURANCE
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Summary
Lead service quality assurance initiatives at a Nigerian bank, monitoring SLA performance, managing incidents and problems, and driving continuous improvement of IT service delivery using ITIL, Six Sigma, and COBIT frameworks.
Job Purpose
To drive service quality assurance initiatives, monitor
performance metrics, and ensure continuous improvement of IT service delivery.
Key Responsibilities
- Monitor
SLA performance and service quality metrics.
- Lead
incident and problem management reviews.
- Develop
service improvement initiatives.
- Oversee
workload automation and process optimization.
- Produce
service performance reports for management.
Requirements
Qualifications
- Bachelor's
Degree in Computer Science, Information Systems, Information Technology,
or related discipline.
Experience
- Minimum
of 7 years' relevant experience in IT Operations, Service
Management, or Service Assurance.
Certifications
- ITIL
Expert
- Lean
Six Sigma
- COBIT