Service Management Practitioner

About the role

Procept Africa is looking for an experienced Service Management Practitioner to join its growing Service Management Practice. The role focuses on delivering IT Service Management (ITSM) implementation and continual improvement services to clients, primarily in the telecommunications sector. You will work on‑site at client locations across Nigeria, providing operational support and strategic guidance.

Key responsibilities

• Lead and support ITSM consulting and implementation engagements, assessing client maturity and recommending improvements.
• Design, implement, and optimise ITIL‑aligned processes such as Incident, Problem, Change, Service Request, and Configuration Management.
• Facilitate workshops, stakeholder engagements, and process review sessions to drive continual service improvement.
• Develop service management strategies, operating models, governance frameworks, policies, standards, and service roadmaps.
• Provide operational support on‑site, acting as a trusted advisor on ITSM strategy and governance.

Required profile

• Bachelor’s degree in Computer Science, IT, Engineering or related field.
• Minimum 5 years of hands‑on IT Service Management experience, preferably in a telecom environment.
• Strong practical experience delivering ITSM consulting and implementation projects.
• Proven ability to lead ITSM transformation and service improvement initiatives.

Required skills

• ITIL Foundation certification (mandatory) and higher‑level ITIL certifications (Managing Professional, Strategic Leader, Expert or Master) – advantage.
• Experience with ITSM platforms such as ServiceNow, BMC Helix, ManageEngine, Jira Service Management or Freshservice.
• Knowledge of ISO/IEC 20000, COBIT, Agile, PRINCE2, PMP or Lean Six Sigma – desirable.
• Expertise in designing and optimising ITIL processes and conducting maturity assessments.