IT Service Management Specialist

Dangote Cement Plc—the cement manufacturing subsidiary of the Dangote Group conglomerate—is recruiting an IT Service Management Specialist for its corporate headquarters in Lagos State. This IT operations, service management, and technology governance role coordinates IT asset lifecycles, manages vendor SLAs, drives SAP-based IT procurement workflows (PR/PO/GRN), and manages IT incident resolutions across multi-site enterprise operations.

Key Responsibilities

• IT Asset & Procurement Lifecycle: Coordinate hardware/software requests; initiate Purchase Requisitions (PRs) in SAP; track Goods Receipt Notes (GRNs); maintain Configuration Management Databases (CMDB) and asset registries.

• Vendor & SLA Performance Monitoring: Track third-party vendor performance against SLAs/KPIs; audit vendor scorecards; escalate non-compliance; lead operational review sessions.

• Technical Support & ITSM Delivery: Manage tier-2/tier-3 desktop, network connectivity, biometric, and application support; handle incident, problem, and change management workflows using ITSM platforms (ServiceNow/Freshservice).

• Project Tracking & Governance: Track pending IT projects and work orders; conduct root cause analyses for major incidents; draft executive performance dashboards using MS Excel and PowerPoint.

Requirements & Qualifications

• Academic Background: Bachelor’s Degree in Information Technology, Computer Science, Computer Engineering, or related fields.

• Certifications & Technical Proficiency: ITIL Foundation certification (advantageous); working knowledge of SAP procurement modules; proficiency with ITSM tools (ServiceNow, Freshservice) and advanced MS Office reporting.

• Core Competencies: Stakeholder management, vendor accountability, SLA/KPI analytics, root cause analysis, and multi-site IT support.