IE Network Solutions PLC Service Delivery Head Jobs in Ethiopia

IE Network Solutions PLC Service Delivery Head

Jobs in Ethiopia

Job Id: 205611

Category: Information Technology
Location: Addis Ababa
Career Level: Junior Level (1+ - 2 years experience)
Employment Type: Full time
Salary: Competitive

Job Description

Interested in joining one of the Leading company works on Enterprise IT Infrastructures need with Expert Solutions, Express Foundation in EAST AFRICA, having a continuous growth and success in Ethiopia and abroad.


IE Network Solutions Plc (aka IE Networks) is a legally registered company in Ethiopia established on December 2008 G.C. A highly experienced internetwork professional with expert level accreditations in the industry had founded the company.

This has made the company to be value maximizing, service-oriented solution provider rather than volume based sells oriented box pusher.

Its founder looked into the current practices of many local IT companies and founded IE Networks with a new paradigm and standard for best, ethical and high standard services.

IE has in-house expertise in the areas of Enterprise Campus Networking, Wireless LAN, Network Security, WAN Optimization, Unified Communications, Virtualization/Cloud Infrastructure, Enterprise Operating Systems, Directory/DNS/Massaging, Enterprise Servers, Datacenter Storage Systems, Backup Solutions, Datacenter Facility, IT Service Management, Project Management and ERP software integration.

IE has strong partnerships with many of the top IT infrastructure brands in the world. IE is Cisco Premier partner with all advanced and architecture specializations.

IE is HPE Gold partner, Dell EMC Gold partner, VMware Enterprise service provider and registered partner with Oracle, IBM, Fortinet, Checkpoint, F5, Radware, Alcatel Lucent, Aruba, Polycom, Juniper, Microsoft, Avaya, Kaspersky, Tripp Lite, APC and Symantec
We are looking to fill the following position immediately


Service Delivery is a strategic thought partner and a hand on and participative leader responsible for the Vision of the company. The Service Delivery Head is responsible to enhance quality improvement and build capable service delivery force.

To ensure this, we continually improve our operational excellence through systems and processes while working with Service Delivery teams to meet marketing and business goals.

Scope of Responsibilities

  • The roles and responsibilities of Product Champion are the following, but not limited;

  • Responsible for leading a team of technical support specialists, provide support, supervise staff, and provide direction and mentorship in tech support and service delivery.
  • Will be responsible to research and implement best practices in help desk and IT support.
  • Responsible for reviewing service catalogs to add missing services or make recommendations for services that are not offered.
  • Will be Responsible for and focus on maintaining good relationships with clients and improving the company's services to keep them satisfied
  • Responsible for both technical and administrative roles where they help resolve technical problems, manage team performance, track finances and control the quality of service delivery
  • Responsible for keeping
    clients satisfied with the company's services through managing projects, fixing any reliability issues, tracking service metrics, managing budgets and helping lead the professionals responsible for getting services delivered to clients
  • Responsible for troubleshooting technical issues, ensuring that service agreements get met and assisting with contract renewal
  • Responsible for identifying a client’s needs and oversees the delivery of the services within the context of the business.
  • Will be responsible for assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times
  • Responsible for building partnerships and liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.
  • Responsible for to make sure that the service delivery process is effective by minimizing the cost incurred in the processes.
  • Will be owner of the Incident, Request,
  • Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • Will Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Champion Service and Support in projects and developing a strong understanding of projects impacting service area and ensuring service impact is minimized and agreed
  • Maintain high performing service support functions including and IT Service Desk, Desktop Support and VIP Support
  • Will be responsible for Definition of Service Level Agreements (SLA’s) related to contracted services.

    Job Requirements

    Mandatory Skill:

  • Experience in Service Management professional
  • Experience as a Team Lead or demonstrable experience in leading virtual team
  • Ability to give Service Management or Support in a large-scale and diverse environment
  • Excellent leadership and people management skills
  • Excellent written and verbal communication skills
  • Willingness to support and mentor junior staff
  • Able to work under pressure and meet deadlines
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Able to manage and prioritize and tasks and time efficiently
  • Able to demonstrate initiative and a proactive approach to daily tasks
  • ITIL Qualification is a plus

    Education & qualification:

  • Minimum of Bachelor of degree in Computer Engineering, Computer Science, IT Management, and related with at least 3 years’ work experiences out of which 1 years’ experience on Technical Service Management
  • IT related qualification such as: CCNA, CCNP, PMP is a plus

    How to Apply

    IE Network Solution, HR Department will invite all candidates meeting the required qualifications to send (i) an Application letter, (ii) Resume (maximum 4 pages), and (iii) Copies of working and educational credentials to and include “Application for the Vacant Position of Service Delivery Head” in the subject line.

    NB. Only short listed candidates will be contacted.

    IE Network Solutions PLC Service Delivery Head
    Jobs in Ethiopia

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