MFS Service Manager

Manage IT service delivery, ITSM governance, service performance, and continual improvement for Mixx by Yas in Dar es Salaam.

Responsibilities

• Define and manage IT service goals, outcomes, and performance metrics.
• Monitor KPI, OLA, and SLA compliance through scorecards and reporting tools.
• Drive service portfolio development and service maturity improvements.
• Ensure effective and efficient consumption of IT services across the business.
• Partner with business units, vendors, third parties, and regulators to enhance service delivery.
• Provide leadership, coaching, and governance for ITSM processes and tools.
• Oversee Incident, Problem, Change, Asset, Configuration, Capacity, and Service Catalog Management.
• Implement and enhance ITSM capabilities, including Knowledge, Release, Event, and Request Management.
• Ensure service availability, performance, resilience, and end-to-end service quality.
• Lead Root Cause Analysis and resolution of critical and recurring incidents.
• Own and manage Disaster Recovery and Business Continuity Planning, including runbooks, RPOs, and RTOs.
• Drive continual service improvement through process optimization, testing, and service performance analytics.

Requirements

• IT Service Management and service delivery leadership.
• Service portfolio, strategy, and lifecycle management.
• ITIL process governance, including Incident, Problem, Change, Asset, and Configuration Management.
• ServiceNow, CMDB, and ITSM tools expertise.
• Stakeholder, vendor, and regulatory relationship management.
• Leadership, coaching, and team development.
• Customer experience, SLA management, and service excellence.
• Continuous improvement, process optimization, and service transformation.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field.