Start Date: October 2025
Application Deadline: Monday, 22nd September 2025
Qualification: Bachelor’s degree in information technology or related field.
ITIL V4 Foundation Certification is mandatory, an ITIL Manager/
ITIL Practitioner Certificate is an advantage
Experience: 2–3 years of hands-on ITSM experience, preferably in a multi-site/regional setup
Reporting Line: Head, IT Service Manager
Job Description:
▪ End User Support & Ticket Management:
▪ Provide first-line support for end users, ensuring timely resolution of technical issues.
▪ Manage and resolve service tickets efficiently, escalating complex issues as needed.
▪ Communicate resolution progress clearly and regularly to stakeholders and end users.
▪ ITSM Process Leadership:
▪ Lead and mature core ITSM processes including Incident Management, Major Incident Management, Service Level Management, Problem Management & Root Cause Analysis, and Change Management.
▪ Develop and enforce process documentation, workflows, and governance models.
▪ ITSM Governance & Performance Management:
▪ Monitor and report on ticket SLA compliance, aging analysis, and team performance metrics.
▪ Drive accountability and continuous improvement across resolver groups.
▪ Vendor & Customer Engagement:
▪ Conduct regular vendor SLA reviews to ensure alignment with service expectations.
▪ Champion internal customer SLA satisfaction through feedback loops and service quality initiatives.
▪ Shared Service Desk & Africa-Wide Collaboration:
▪ Develop and scale shared service desk capabilities across regions.
▪ Establish and manage OneTech resolver groups for cross-functional and cross-business issue resolution.
▪ Lead continuous upskilling programs for IT service teams.
Key Functional Skills:
▪ Strong analytical and problem-solving skills.
▪ Excellent communication and stakeholder management.
▪ Ability to lead cross-functional teams and influence without authority.
▪ Passion for continuous improvement and service innovation.
▪ Proven experience in Service Desk Management or End User Support.
▪ Strong working knowledge of ITSM tools such as RemedyForce (RF) and ServiceNow.
▪ Demonstrated success in driving ITSM process maturity and service excellence.
PRUDENTIAL LIFE INSURANCE GHANA IS AN EQUAL OPPORTUNITY EMPLOYER
Please note that only shortlisted applicants will be contacted.