Malawi-Liverpool-Wellcome Programme (MLW)
Introduction
The Malawi-Liverpool-Wellcome Programme (MLW) is a world-class health research institution committed to improving health through research, capacity building, and strong partnerships.
Responsibilities
POSITION FUNCTION (PURPOSE):
Lead the Service Desk function as the single point of contact (SPOC) for all IT incidents, requests, and communications, delivering a high‑quality, customer‑centric service experience. Establish, mature, and continuously improve ITIL 4 practices (Incident, Request, Major Incident, Problem, Knowledge, Service Level Management, Change Enablement, and Continual Improvement) to support research and operations, in line with the organization’s IT Strategy 2025–2029.
KEY ACCOUNTABILITIES/RESPONSIBILITIES:
Service Desk Leadership & Customer Experience
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- Run the Service Desk as the central SPOC for users, ensuring empathetic, clear, and timely communications across channels (portal, chat, email, phone).
- Define and maintain service hours, shift patterns, and on-call coverage to meet business criticality (research and operations).
- Drive a customer centric culture through coaching, QA reviews, and customer service training programs.
Incident & Major Incident Management
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- Implement and mature Incident Management to restore services quickly and minimize impact; measure MTTA/MTTR and FCR.
- Lead Major Incident handling (war rooms, stakeholder comms, executive updates) and ensure robust post incident reviews with action tracking.
Request Fulfilment & Service Catalog
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- Own the service catalog, request models, and workflows; ensure catalog items have clear SLAs, approvals, and fulfillment paths.
- Promote self-service and automation (e.g., password resets, software requests) to improve speed and reduce costs.
Problem Management
- Establish Problem Management (trend analysis, RCA methods, known errors, workarounds) to prevent recurrence and reduce incident volume.
Knowledge Management & Capacity Building
- Build and maintain a knowledge base (KCS‑style) with searchable, up‑to‑date articles; drive knowledge‑centered service practices within the team and with SMEs. (Aligned with ITIL practices and service desk success factors).
- Recruit, onboard, and develop analysts; implement mentorship, knowledge sharing, and certification pathways (e.g., ITIL 4, product/tooling)
Service Level Management & Reporting
- Define, negotiate, and review SLAs/OLAs/UCs; publish monthly dashboards (volumes, SLAs, CSAT, trends) and improvement recommendations.
Change Enablement
- Participate in CAB, assess change risk/impact on users, prepare comms and support models; protect service quality during releases and maintenance windows.
Tooling, Automation & Asset/Config Hygiene
- Administer and continuously improve the ITSM platform (queues, forms, knowledge, integrations, automation, reporting).
- Ensuring asset and configuration data used by the desk (e.g., CI lookups) is accurate enough to support diagnoses and impact assessments. (Supports incident restoration and change success.).
Security, Compliance & IAM Touchpoints
- Embed security awareness and secure operations practices (verification steps, phishing reporting, secure remote support).
- Coordinate Access Management/IAM handoffs (joiners/movers/leavers) aligned to RBAC and least‑privilege principles.
Stakeholder & Vendor Management
- Maintain regular forums with research and operations units; capture demand and feedback to inform CSI and catalog evolution.
- Manage performance of vendors/partners supporting end‑user services and devices.
Requirements
QUALIFICATIONS & EXPERIENCE
- Bachelor’s degree in Information Technology, Business Information Technology, or a related field. A master’s degree will be considered an added advantage.
- ITIL 4 certification or other relevant certifications.
- Minimum of 5 years of proven experience in IT Service Support
- Demonstrated ability to lead and manage a diverse IT support Team effectively.
- Experience in healthcare or research environments is highly desirable.
KEY COMPENTENCIES/ATTRIBUTES AND SKILLS
- Strong people leadership: coaching, performance management, workforce planning.
- Excellent stakeholder management and communication; ability to translate technical issues into business impact.
- Process design and continual improvement mindset; data‑driven decision making.
- Tooling: administration of mainstream ITSM platforms; automation and reporting proficiency.
- Collaboration across infrastructure, applications, data/BI, and information security teams to support modernized, resilient services.
REMUNERATION AND BENEFITS
MLW offers an attractive remuneration package which includes a competitive salary package commensurate with the position, a medical aid scheme, 24-hour insurance cover, pension scheme, gratuity benefits redeemable at the end of each contract cycle, among others.
MLW also offers opportunities such as scholarships, upgrading and training opportunities to employees. These are based on successful job performance and other set criteria.
Further details of the organization and the role can be found by visiting our website: www.mlw.mw
Applications must be received no later than 31 December 2025.
Interested candidates should submit their application, accompanied by a detailed curriculum vitae and supporting documents, together with the names and contact details of three traceable referees (including at least two professional referees), to vacancies@mlw.mw. All application documents must be combined into a single PDF file. The email subject line should clearly state the position being applied for, for example: IT Services Delivery Manager.
MLW recognizes its responsibility in safeguarding and protecting communities, research participants and patients with whom MLW is working. Please note that successful candidates will be requested to undergo a safeguarding check prior to appointment and at regular time points during employment.
Women are strongly encouraged to apply.
ONLY SHORT-LISTED CANDIDATES WILL BE ACKNOWLEDGED.
To apply for this job please visit www.mlw.mw.