MFS Service Manager Job

Mixx is hiringMFS Service Manager

LocationDar es Salaam

Qualifications and experience

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
• Professional certifications such as ITIL v3/v4 (Foundation or Expert), CSM, PMP, or PRINCE2 will be an added advantage.
• 5+ years of IT Experience with 2+ years of Management/Team Leadership experience.

Core 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 (RCA) and resolution of critical and recurring incidents.

• Own and manage Disaster Recovery (DR) and Business Continuity Planning (BCP), including runbooks, RPOs, and RTOs.

• Drive continual service improvement through process optimization, testing, and service performance analytics.

Core competencies