Manager - Change Management and Service Assurance 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 position below:

Job Title: Manager - Change Management and Service Assurance

Job Identification: 6442
Location: Ikoyi, Lagos
Job Schedule: Full-time
Job Category: MTN Level 3
Reports To: Senior Manager - Network Services Management Centre
Division: Network

Mission

• To provide effective change and service assurance function for technology services and manage the definition of services and service levels required to support the business and ensure that these services are provisioned successfully.
• Support project teams in integrating change management activities into their project plans.

Description

• Table all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issue an agenda and circulate all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideration.
• Liaise with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules.
• Update the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality.
• Review all implemented changes to ensure that they have met their objectives and refer any that have been backed out or have failed.
• Provide advice and support for the design, planning, development and introduction of new services, ensuring these are consistent with the principles and contractual agreements and that the suppliers are fully engaged and involved early to ensure they can provide appropriate and good value service offerings across the company.
• Apply a structured change management approach and methodology for the people side change caused by projects and change efforts.
• Develop a change management strategy based on a situational awareness of the details of the change and the groups being impacted by the change.
• Identify potential people-side risks and anticipated points of resistance and develop specific plans to mitigate or address the concerns.
• Conduct readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner.
• Develop a set of actionable and targeted change management plans – including communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan.
• Create and manage measurement systems to track adoption, utilization and proficiency of individual changes.
• Work with project teams to integrate change management activities into the overall project plan.
• Ensure appropriate and effective communications are in place for all stakeholders including ensuring escalation routes are clear and well managed and identifying needs, risks and issues and propose appropriate solutions and courses of action.
• Analyze change records to determine any trends and produce regular management reports.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Identify training requirements of team members, develop program to address knowledge gaps and to enrich knowledge repository within the department.

Requirements
Education:

• First Degree in Electrical / Electronic, Computer Science / Engineering or Project Management
• Formal Project Management certification or training would be an advantage.

Experience
6 - 13 years’ experience which includes:

• Experience working in a medium organization.
• Experience in Radio and Microwave Projects delivery
• Experience in operations or planning background in Telecommunications.
• Project Management certification experience.
• High Proficiency in Excel and PowerPoint Usage.

Application Closing Date
13th October, 2025; 10:59 PM.