Coordinator – Business Relationship (Supervisory) at MTN Nigeria

MTN Nigeria – The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the vacant position below:

Job Title: Coordinator – Business Relationship (Supervisory)

Location: Lagos

Job Description

Translate Strategic, Tactical and Operational objectives of MTNN business units to Service Level Agreements/IS deliverables
Understand the changing business needs and determine levels of IT Service required to support the business
Maintain IS Service Catalogue, drive IS Service Improvement initiatives, collate and verify Service Level requirements and facilitate the monitoring and reporting of IS Service Levels achievements
Disseminate information and liaise with other service Management areas to drive service delivery
Gather business requirements and translate to IS deliverables based on MTNN business plan.
Negotiate and agree on SLAs with the business unit and OLA with other supporting business units
Drive the implementation of vendor contracts to support IS objectives and validate adoption of IS service offerings
Facilitate meetings with various IS units to discuss and resolve escalated or identified customers issues
Manage and report on vendor performance
Develop and manage IT business relationship with other divisions of the business to improve satisfaction
Manage the escalation of customer issues and customer satisfaction survey
Initiate and maintain business engagement processes and customer engagement forums
Ensure value is created through effective stakeholder management
Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.

Job Condition

Open office plan
General working conditions
Will be required to work extra hours when necessary

Experience & Training
Education:

First degree in Computer Science or an IT equivalent degree
Foundation Certificate in ITIL – IT Service Management
Practitioner in ITIL Service Level Management will be an added advantage

Experience:

3-7 years’ experience in an area of specialisation; with experience working with others
Experience working in a medium organization
Experience in IT Service support and Delivery Experience
Experience in Service Level Management Experience
Customer Management experience – ability to manage customer’s expectations
Relationship Management skills
Project management Experience
Experience dealing with change management issues
Experience working with a range of Service providers
Understanding of Service delivery and service support environment
Demonstrate productivity, initiative, professionalism, customer service attitude, attention to detail and quality, ability to multitask, team focus, strong interpersonal skills, strong verbal and written communication skills.
Strong business knowledge and operational management experience
Deep understanding and experience with IS technical systems including applications, servers, networking components, backups, disaster recovery, as appropriate.
Excellent client service skills
Effective problem-solving and negotiating skills
Demonstrates competency in stakeholder management, change management, and influencing without authority

Training:

ITIL Foundation Certificate, Practitioner in Service Strategy will be an added advantage
Good interpersonal skills for written, oral and face to face communications
Training in IT support
Solid understanding and technical expertise in a broad range application and technical architecture components (applications/OS, database, network)
Project Management methodologies
Strong analytical, problem-solving, and conceptual skills

Minimum qualification