MTN Nigeria is part of the MTN Group, Africa’s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt.
Job Title: Business Relationship Coordinator
Details
Maintain customer relationship with all business departments
Understand the changing business needs and determine levels of IT Service required to support the business.
Agree with business unit upon IT Service level requirements
Translate Strategic, Tactical and Operational objectives of MTNN business units to Service Level Agreements/IS deliverables
Agree with internal business support unit on Operational Level Agreements
Ensure Underpinning contract support IT Service Level Agreements
Monitor and Report on IT Service Level Performance/Achievements
Relate with Business units to ascertain performance levels of IS Services from a Customer and Users perspective.
Monitor and report on user’s experience of IS’s IT Services
Drive the drafting, implementing and monitoring of Service improvement plans
Ensure business interests are considered in IS internal planning sessions and service definitions
Implement and maintain the SLM process in the organisation
Foster closer working relationship within IS and the business
Service catalogue develop, support and maintenance
Development and maintenance of IS vendor, supplier and contract database.
Provide input to the prioritization of IT investment within function
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
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
Local and International travel
Possible secondments
Experience & Training
Minimum of 3 years post degree
Fluent in English
BSc Computer Science or an IT equivalent degree – Mini
Foundation Certificate in ITIL – IT Service Management
Practitioner in ITIL Service Level Management will be an added advantage
2 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
Experience in IT support 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
ITIL Foundation Certificate, Practitioner in Service Level Management will be an added advantage
A good understanding of statistical and analytical principles and processes
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
BA, BEd, BSc, BTech, HND or BEng
Method of Application
Interested and qualified? Click the Apply now button to send your application
How to Apply
Click Here to Apply Online
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