IT Service Desk Lead

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

We are seeking a dynamic and experienced IT Service Desk Lead to coordinate resolution of end user issues and the maturity of IT Service Management processes in PLIG. The role will collaborate with other service desk teams in our other Africa Local Business Units. 
This role will be pivotal in enhancing service delivery, governance, and operational excellence through structured IT Service Management practices and continuous improvement initiatives.

Key Responsibilities:
    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.
 

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.