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: Business Relationship Management Coordinator
Location: Lagos
Division: Information System
Core Purpose of the Job
- Maintain customer relationship with all business departments.
- Understand the changing business needs and determine levels of IT Service required to support the business.
Job Summary
- 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.
Education
- First degree in Computer Science, Engineering or Applied Sciences or an IT related fields.
- Foundation Certificate - ITIL, IT Service Management
- Practitioner in ITIL Service Level Management will be an added advantage
Experience
- Minimum of 3 years post degree work experience.
- Experience working in a medium organization
- Experience in IT Service support and Delivery
- Experience in Service Level Management
- Customer Management experience
- Relationship Management skills
- Project management Experience
- Experience working with a range of Service providers
- Knowledge and experience of contract and/or supplier management roles
- Deep understanding and experience with IS technical systems including applications, servers, networking components, backups, disaster recovery, as appropriate
- Effective problem-solving and negotiating skills.
Job Conditions
- Normal MTNN working conditions.
- May be required to work extended hours.
- Open plan office.
Application Closing Date