Manager – IT Services Management MTN Zambia

We at MTN Zambia are a purpose and value-led organization.

At MTN Zambia we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Job Title: Manager – IT Services Management

Responsibilities include:

• Manages and maintains the IT Service Catalogue;
• Maintains and monitors the service level and operation level agreements;
• Enforces vendor KPIs, OLAS and SLAS;
• Coordinates the regular review and reporting of IT Service and Vendor Performance based on KPIs, OLAS and SLAS;
• Manages the development and take ownership of Contingency, Business Continuity and Disaster Recovery plans and procedures including backup and restore processes and procedures;
• Manages the annual business continuity and disaster recovery test plan;
• Be part of the change management process and assess the Business Continuity implications of proposed technological and coordination any revisions to existing business continuity plans and procedures necessitated by such changes;
• Take ownership of the IT Risk Management process;
• Coordinates the periodic awareness and orientation of IT Staff, 3rd parties, vendors and the business on IT KPIs, OLAs and SLAs.

Candidate Requirements:

• Grade 12 certificate with 5 credits or better of which English and Mathematics are a must;
• BS in Computer Science, Information Management / IT related fields;
• Certified Information Systems Auditor (CISA) and/or Certified Information Security Manager (CISM) an advantage;
• 2-3 years progressive experience in service level management/operations;
• 1 year experience in business continuity or IT Risk management operations added advantage;
• Must be a member of ICTAZ.

Key Functional Competencies:
· Computer & Information Technology Appreciation
· Performance Improvement
· Scope Planning, Organising and managing
· Problem Solving
· Quality Assurance
· Stakeholder Relations Management

Women are strongly encouraged to apply.

Candidates are mandated to answer the below on their cover page to the hiring Manager.

Values are the core of MTN Zambia’s culture. Our five values called ‘Live Y’ello’ is the force that unites and inspires each one of us to make an impact that matters in the world. So, tell us: Which one of our five Live Y’ello Values resonates most with you and why? (limit 250 words)

• Lead with Care
• Can-do with Integrity
• Collaborate with Agility
• Serve with Respect
• Act with Inclusion

Hand delivered applications will not be accepted

Note: that only shortlisted candidates will be contacted.