Coordinator Business Relationship (Supervisory)
Mobile Telephone Networks
Lagos, Nigeria
9d ago

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 BEng, BSc, BTech or HND
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