IT Service Delivery Analyst

IT Service Management Analyst (ITSA)

Job Title: IT Service Management Analyst (ITSA)
Location: Dangote Cement Plc
Department: Information Technology (IT)

Job Summary

Dangote Cement Plc is seeking a proactive and results-driven IT Service Management Analyst (ITSA) to support the delivery of efficient IT services across its operations. The successful candidate will coordinate IT asset management activities, support procurement processes, monitor vendor performance, and drive the timely closure of IT projects and service requests.

The role requires a strong focus on service excellence, accountability, and operational efficiency, ensuring that IT assets, service providers, and support activities consistently meet business expectations and agreed service levels.

Key Responsibilities

IT Asset Management & Procurement Coordination

• Coordinate and validate IT asset requests from business units and plant locations.

• Raise and monitor Purchase Requisitions (PRs) in SAP for IT hardware, software, and services.

• Track procurement activities through the PR, PO, and GRN lifecycle to ensure timely delivery.

• Liaise with internal stakeholders and vendors to facilitate asset deployment and support.

• Maintain accurate tracking of asset requests and provide regular status updates.

• Support asset audits, reconciliation exercises, and CMDB/asset register accuracy.

Service Provider & SLA Management

• Monitor vendor performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• Prepare service performance reports, scorecards, and dashboards.

• Identify service gaps, escalating non-compliance and recommending corrective actions.

• Support vendor review meetings and ensure action items are tracked to closure.

Project & Service Delivery Coordination

• Track open IT projects, work orders, and service requests to ensure timely completion.

• Maintain project and service delivery trackers and proactively resolve bottlenecks.

• Provide regular status reports highlighting risks, dependencies, and outstanding actions.

• Support root cause analysis and post-implementation reviews for major incidents or delayed projects.

IT Service & Technical Support

• Provide support for desktops, laptops, mobile devices, operating systems, and business applications.

• Manage and resolve IT incidents and service requests in line with agreed SLAs.

• Install, configure, troubleshoot, and maintain IT infrastructure components including printers, scanners, biometric devices, network connectivity, and Wi-Fi services.

• Support IT asset deployment, recovery, tracking, and compliance activities.

• Contribute to incident, problem, and change management processes within the ITSM framework.

• Support the continuous improvement of IT service management practices and documentation.

• Perform other duties as assigned by the Lead, IT Service Management.

Qualifications & Experience

Education

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field.

Experience

• Minimum of 5 years' experience in IT Service Delivery, IT Service Management, IT Asset Management, or a related IT operations role.

• Experience working within a large, multi-site organization is an advantage.

• Experience coordinating third-party vendors and field service resources is preferred.

Professional Certifications

• ITIL Foundation Certification is an added advantage.

Technical Knowledge

• Working knowledge of SAP procurement processes (PR/PO/GRN).

• Familiarity with ITSM platforms such as ServiceNow, Freshservice, or similar tools.

• Proficiency in Microsoft Excel and PowerPoint for reporting and analysis.

Competencies & Skills

• Strong ownership mindset with a bias for execution and closure.

• Excellent organizational and multitasking abilities.

• Strong stakeholder management and vendor coordination skills.

• Ability to hold internal and external service providers accountable for performance.

• Strong analytical skills with experience in SLA/KPI monitoring and reporting.

• Effective verbal and written communication skills.

• Strong follow-up, escalation, and problem-solving capabilities.

• Customer-focused approach to service delivery.

• Ability to manage multiple priorities in a fast-paced environment.