Coordinator, Continuous Service Improvement (Supervisory) at MTN Nigeria

Job Description    

• Develop a service improvement plan  for all internal and business operational teams
• Manage measurement systems to track adoption, utilization and proficiency of IT services.
• Maintain IS Service Catalogue, drive IS Service improvement initiatives, communicate achievements, collate and verify Service Level requirements and facilitate the monitoring and reporting of IS Service Level Agreement in general.
• Identify and report ROI
• 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
• Engage teams for improvement areas and follow-up with implementation of improvements to improve service and process performance
• Be an active and visible advocate of Release and Service improvement management.
• Create and enable reinforcement mechanisms and celebrations of success.
• Smooth running of the CSI process. Ensuring that services improvement areas are identified, analyzed and followed up for implementation with minimal or no loss to the business.
• Compliance to ISO20000 standards and regulatory requirements
• Ensure alignment between the SDLC process and Release Management process
• Conduct organizational assessments to determine the current readiness and capability for change.; Assess Organizational Design impacts during the change process
• 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
• Collaborate with project teams to integrate Release management activities into the overall project and demand management plan.
• Collaborate with communication, training, HR and OD specialists in the formulation of particular plans and activities to support project implementation.
• 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
• Fluent in English
• Foundation Certificate in ITIL - IT Service Management
• Practitioner in ITIL Service Level Management will be an added advantage

Experience:

• 3 – 7 years of experience  in an area of specialisation; with experience in supervising others
• Experience working in a medium  organization
• Experience in  Service Level Management
• Experience in  IT support experience
• 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 Continuous Service Improvement 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, BSc, HND or BTech