IT Service Management Lead Job Vacancy in Sanniquellie, Liberia – Information Technology Services

Job Description

Position:IT Service Management Lead

Company:Dell Technologies

Location:Sanniquellie, Liberia

Experience:5+ years in IT service management, ITIL processes, and enterprise service delivery

Education:Bachelor’s degree in Computer Science, Information Systems or related field

Employment Type:Full-time

Industry:Information Technology Services

Department:IT Service Management

Salary:SSP 250,000 – 350,000 per month

Vacancies:1

Company Overview

Dell Technologies is a global leader in innovative technology solutions, delivering cutting‑edge products and services that empower businesses worldwide. With a strong commitment to sustainability, diversity, and community development, Dell has established a robust presence in West Africa, supporting digital transformation across multiple sectors. In Liberia, Dell partners with local enterprises, government agencies, and NGOs to enhance connectivity, improve operational efficiency, and foster a skilled workforce. As part of its expansion strategy, Dell Technologies is seeking visionary talent to drive excellence in IT service delivery, ensuring that customers receive reliable, high‑quality support that aligns with the company’s mission of driving human progress.

Job Overview

The IT Service Management Lead will spearhead the design, implementation, and continuous improvement of IT service management processes across Dell’s operations in Liberia. Reporting to the Regional IT Operations Manager, you will be responsible for aligning service delivery with business objectives, optimizing incident, problem, and change management, and ensuring compliance with ITIL best practices. This role offers a unique opportunity to shape the service culture within a fast‑growing market, collaborate with cross‑functional teams, and contribute to Dell’s reputation for excellence in customer experience. As a key player in our regional hub, you will engage with stakeholders, drive automation initiatives, and champion a proactive service mindset. This position is a cornerstone of Dell’s commitment to delivering world‑class IT services in Liberia, creating a platform for career growth and professional development.

For more details, visit our careers page at Liberia Job Search.

Key Responsibilities

• Develop, implement, and maintain ITIL‑aligned service management frameworks, including incident, problem, change, and release management.
• Lead a team of service desk analysts, providing coaching, performance reviews, and career development plans.
• Monitor service metrics, generate reports, and drive continuous improvement initiatives to enhance service quality and reduce resolution times.
• Collaborate with infrastructure, security, and application teams to ensure seamless integration of services and adherence to SLA commitments.
• Manage vendor relationships and third‑party service providers, ensuring contractual compliance and optimal service delivery.
• Drive automation and self‑service solutions using AI‑powered tools to improve efficiency and user satisfaction.

Required Skills

• Deep knowledge of ITIL v4 processes and certification (ITIL Foundation or higher).
• Proven experience with ITSM platforms such as ServiceNow, BMC Remedy, or Cherwell.
• Strong analytical and problem‑solving abilities, with a data‑driven approach to service improvement.
• Excellent communication and stakeholder management skills, capable of translating technical concepts for non‑technical audiences.
• Leadership experience in managing multicultural teams and fostering a collaborative environment.
• Familiarity with cloud services (AWS, Azure) and virtualization technologies is a plus.

Education

A Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related discipline is required. Advanced certifications such as ITIL Expert, PMP, or COBIT are advantageous and demonstrate a commitment to professional excellence.

Experience

Minimum of five years in IT service management, with at least two years in a supervisory or lead role. Experience in a multinational technology environment and exposure to the African market will be considered highly valuable.

Salary

The competitive salary range for this role is SSP 250,000 to 350,000 per month, commensurate with experience and qualifications. Additional performance‑based incentives may be offered.

Benefits

• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan with employer matching contributions.
• Annual paid leave, sick leave, and public holidays in accordance with Liberian labor law.
• Professional development budget for certifications, workshops, and conferences.
• Employee assistance program and wellness initiatives.

Training

• Onboarding program covering Dell’s culture, policies, and ITSM tools.
• Continuous ITIL and service management training modules.
• Leadership development workshops to enhance managerial competencies.
• Access to Dell’s global learning platform for technical skill advancement.

Working Environment

Dell Technologies offers a modern, collaborative workspace in Sanniquellie equipped with high‑speed internet, ergonomic furniture, and flexible work arrangements. The culture emphasizes innovation, inclusivity, and a strong work‑life balance, encouraging employees to contribute ideas and drive positive change.

Application Process

Interested candidates should submit their application through the online portal on our website. The selection process includes an initial resume review, a competency‑based interview, and a technical assessment. Successful applicants will be contacted for a final interview with senior leadership.

Equal Opportunity Statement

Dell Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, age, religion, disability, or sexual orientation. Our hiring practices reflect our dedication to fairness and respect.