Coordinator, Service Delivery

Entity: AgaKhan University

The Aga Khan University is a private,international university committed to international standards of excellence in teaching,research and service. Its teaching hospital, the Aga Khan University Hospitalhas been accredited by the prestigious Joint Commission International forachieving the highest international healthcare standards.

Reporting to the Manager,Information Technology you would be responsible to take charge of the situationand help continue the improvement process which is in line with IT process andpolicies. This would involve coordinating between customers, technical team andfunctional leads across AKU to capture information from a diverse audience,discover the root cause, and help put permanent fixtures in place.

Specifically, you willbe responsible to;

• operational supervisor for the team, who is the front face of IT Support
• ensure optimal use of resources, with the high response level 24x7
• ability to adapt with changes and to be responsive in any/all situations
• applying creative and critical thinking and diagnostic ability to get the root cause and champion the cause to implement solutions
• benchmarking with other companies and spotting new trends in business processes and latest technology
• creating the key concepts, guiding principles and design of new solution/revised process which can raise the operational capacity of the team.
• advice the functional business managers/users in striving for the implementation of best practices/processes and IT capabilities to support the function of the ServiceDesk and help eliminate areas which cause problems
• consider multiple options, analyze alternatives, and select the one that best supports the business need and technical reality
• proactively recognize and report on trends leading to recurring technical problems
• recommend and contribute to workflow, system, process, and procedure improvements within position, team, and department
• any other tasks assigned by Manager, IT. 

• Bachelorsin Computer Science/Engineering from a leading institution
• minimum4-5 Years’ experience in related field
• FoundationLevel ITIL certification would be a definite asset
• abilityto document, critically analyze and assess a variety of information, identifypriorities and resources and propose alternatives business processes
• abilityto communicate effectively orally and in writing and to present documents in non-technicallanguage
• abilityto establish and maintain effective working relationships in amulti-disciplinary work environment and be on stand-by for any/all escalations
• excellentrequirements gathering and process mapping skills
• multi-taskingability and good judgment with ability to work under pressure.