As a Lead Service Management Analyst you are to:

IT Service Desk


Manage IT Service Desk Operations
Drive improvements in the SD teams performance to enable higher First Call Resolution - KPI’s monitoring, Call Management, Operations reporting, Customer Survey reporting.
Ensure Service Management (SM) processes and differentiation are embedded in SD staff daily activities, including setting expectations with users including Management of customers' queries/escalations


Contract management


Ensure smooth integration with infrastructure, business, application, and supplier support teams for effective and efficient delivery of support services.
Management of the orders through SNEPCo IT Hardware Procurement Contract 
Manage Contract performance, HSSE Compliance

Stakeholder Management - OEM, OEM Partners, Supply Chain, Vendor services


Request/Asset Management


User/Functional Account Management
Shared folder Access Management
Stock management.
Management of End-user requests for global or local services using Service Management tools
Procurement of PCs, accessories, and Consumables in liaison with the Procurement Team, Contracting Team, Third Party Vendors as well as OEM (HP)
Drive the process of Cost rationalization with regards to usage of IT assets and accounts across SCIN
Management of Joiners, Movers, and Leavers in line with the IT On/off -boarding process
Management of Client Access Refresh (CAR) process including disk wipe of retired PCs
Provision / Deployment of IT Assets, Accessories and Consumables for End-User utilisation, in line with defined Service Level Agreements (SLAs)
Maintenance of Inventory of all deployed/retired and in store IT Consumer Services Assets in various locations


Change Controls/Management


Overall Change Management Coordination
Ensure adherence to processes by monitoring the teams for compliance to controls- Interface with Project team for large overarching changes.
Log Change & Release tickets in Service Management tool  when requested by application / project / infrastructure teams ensuring mandatory information is captured.
Join Global Change Advisory Board (XCAB) meetings and bring results back into local CAB.
Work with Operations Landscape Manager to create Release Schedules and changes as needed, incorporating various Project, Infrastructure, Freeze, and Disaster Recovery activities.
Controls Management- Ensure evidence for approvals are maintained and stored in relevant SharePoint locations.
Act as focal point for internal and external audits with regards to Change Management processes- Responsible for planning and coordinating evidence gathering and providing to audit testing team.
Address actions for findings from audit


What we need from you?


Minimum of 5 years of Service management (ITIL) experience
 Experience with call-logging systems (e.g. Service Now)
Excellent customer-facing, interpersonal and communication skills
Ability to deal with business and IT management at all.
Possess ITIL Certification will be an added advantage