MTN Nigeria Recruitment Position - Business Relationship Coordinator

MTN Nigeria Recruitment Position - Business Relationship Coordinator


MTN Nigeria is recruiting to fill the position below;

Job Title: Business Relationship Coordinator

Job Location: Lagos

Job 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   

Job Experience & Qualification:

  • 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

How to Apply
Only interested candidates should; Click Here to Apply Online

Application Deadline:
25th November, 2016. 

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MTN Nigeria Recruitment Position - Business Relationship Coordinator

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