IT Service Configuration Supervisor

Job Title:  IT Service Configuration Supervisor (1 year contract)

Reports To: IT Service Management Manager

Job Sector: Oil & Gas

Location: Abuja

Salary: 700k

Job Summary

The IT Service Configuration and Improvement Supervisor plays a pivotal role in ensuring the smooth, effective, and continuous improvement of IT service processes. This role is responsible for supervising Change, Asset & Configuration, Knowledge, and Improvement Management activities. The supervisor will lead a team responsible for managing the IT service configuration database, overseeing change management processes, maintaining knowledge repositories, and implementing improvement initiatives across IT services.

This individual will work closely with various IT teams to ensure compliance with service management standards and frameworks, such as ITIL. They will identify areas of improvement, facilitate training, and drive projects that align with organizational goals to enhance overall service quality, efficiency, and reliability.

Key Responsibilities

1. Change Management

• Supervise and ensure smooth execution of the Change Management process, including assessing, authorizing, and reviewing changes to reduce risk and downtime.

• Chair Change Advisory Board (CAB) meetings, guiding stakeholders through the change request, approval, and implementation phases.

• Maintain and enforce policies and procedures for efficient and consistent change execution.

• Monitor post-implementation reviews to gather insights and improve change processes.

2. Asset & Configuration Management

• Oversee the maintenance and accuracy of the Configuration Management Database (CMDB) and ensure it aligns with organizational standards.

• Supervise the tracking and auditing of IT assets, managing relationships with suppliers and ensuring asset lifecycle compliance.

• Coordinate regular CMDB audits and implement corrective measures to maintain data integrity and completeness.

• Ensure alignment of Asset & Configuration Management practices with best practices and ITIL standards.

3. Knowledge Management

• Develop and implement Knowledge Management frameworks to capture, structure, and share valuable IT knowledge with all stakeholders.

• Supervise the creation and maintenance of knowledge articles, ensuring relevance, accuracy, and accessibility.

• Collaborate with subject matter experts to drive content creation and review to improve IT service desk and user self-help capabilities.

• Track the usage and effectiveness of the knowledge base, using metrics to drive continuous improvements.

4. Improvement Management

• Identify opportunities for improvement in service delivery, working with teams to develop improvement plans, and drive implementation.

• Facilitate root cause analysis (RCA) and problem-solving activities for high-impact issues, recommending process changes to prevent recurrence.

• Define and track KPIs to evaluate process improvement efforts, ensuring they align with strategic IT and organizational goals.

• Collaborate with Quality Assurance and Service Delivery teams to align improvement initiatives across IT services.

5. Team Leadership and Development

• Lead and mentor a team of IT service management specialists, providing guidance and support to achieve performance objectives.

• Conduct regular team meetings and performance reviews to ensure goals align with department objectives.

• Identify and facilitate training and development needs, fostering a culture of continuous learning and improvement within the team.

• Build strong working relationships with cross-functional teams to align goals, manage dependencies, and improve service collaboration.

Key Performance Indicators (KPIs)

• Change success rate and reduction in unplanned downtime.

• Accuracy and completeness of CMDB records.

• User satisfaction and knowledge base utilization metrics.

• Timeliness and effectiveness of improvement initiatives.

• Achievement of team objectives and performance metrics.

Required Skills and Qualifications

• Educational Background: Bachelor’s degree in IT, Computer Science, or a related field.

• Experience: 5+ years in IT Service Management, including experience with Change, Configuration, Asset, and Knowledge Management. 2+ years in a supervisory or team lead role preferred.

• Certifications: ITIL Foundation (v3 or v4) required; advanced ITIL certifications in Service Transition, Operations, or Continual Service Improvement are preferred.

• Technical Skills:

• Proficient in ITSM tools (e.g., ServiceNow, BMC Remedy).

• Knowledge of CMDB management and Asset Management practices.

• Familiarity with data analysis, process automation, and workflow design.

Competencies

• Analytical Thinking: Ability to analyze complex data, identify trends, and make data-driven decisions.

• Leadership: Proven ability to lead a team, mentor staff, and foster a positive, collaborative environment.

• Problem Solving: Proactive problem solver with a continuous improvement mindset.

• Communication: Strong verbal and written communication skills for clear articulation of ideas and process changes.

• Process Orientation: Detail-oriented with a strong understanding of ITIL processes and best practices.

This role is ideal for a process-driven professional looking to make a lasting impact on IT service quality and operational efficiency through effective supervision of critical ITSM areas.