Shell Petroleum Development Company (SPDC), a pioneer and leader in Nigeria’s petroleum industry, is seeking to fill the position of Lead Service Management Analyst. SPDC is dedicated to investing in employees, offering industry-leading development programs that empower individuals to bring their ideas to life.
Location: Lagos
Job Type: Full-time
Job Identification: R164892
Job Description
As a Lead Service Management Analyst, you will be responsible for managing IT service desk operations and driving improvements to enhance the performance of the Service Desk (SD) team. Your duties will include:
IT Service Desk Management:
- Oversee IT service desk operations, improving first-call resolution rates and monitoring KPIs.
- Ensure Service Management processes are embedded in daily SD staff activities.
- Address customer queries and escalations with a focus on customer satisfaction.
Contract and Stakeholder Management:
- Integrate with infrastructure, business, application, and supplier teams for effective service delivery.
- Manage contracts, ensuring HSSE compliance and monitoring contract performance.
- Handle relationships with OEMs, vendors, and supply chain partners.
Request and Asset Management:
- Manage user/functional account access and shared folder access.
- Oversee stock management and IT asset provisioning in line with service level agreements.
- Coordinate with procurement teams to manage PC and consumable orders.
- Handle the management of IT assets, including deployment, tracking, and disposal processes.
Change Management:
- Coordinate overall change management activities.
- Ensure compliance with processes, and engage with project teams on large-scale changes.
- Manage change and release tickets and lead audits related to change management processes.
Qualifications and Requirements
- Minimum of 5 years of experience in Service Management (ITIL).
- ITIL certification is preferred.
- Experience with call-logging systems such as ServiceNow.
- Strong customer-facing, interpersonal, and communication skills.
- Ability to collaborate with both IT and business management teams.
How to Apply
Interested and qualified candidates are encouraged to apply before the application deadline on November 27, 2024.
Conclusion
The Lead Service Management Analyst position at Shell Petroleum Development Company (SPDC) offers a unique opportunity for experienced professionals to contribute to the success of one of Nigeria’s most influential companies. If you have a strong background in IT service management, a passion for process improvement, and the ability to manage complex IT operations, this role could be your next career milestone.
SPDC’s commitment to employee development and innovation provides an ideal environment for growth and advancement. Don’t miss out on the chance to be part of a leading organization apply before the deadline on November 27, 2024, and take the next step in your career journey with SPDC.
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