Manager, Business Relationship & Partner Management at MTN Nigeria

Employment status: permanent
Department: Services: Asset, Change, Configuration and Problem

Job Description

• To develop, implement and manage Information Systems processes in line with IS and Enterprise Management strategies and best practices
• Support the Shareholder return strategy by developing and implementing Information Systems Processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
• Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
• Ensure integrity of financial disciplines within ESM environment with regard to OPEX and CAPEX
• Participate in the assessment of resource requirements for EMS and assist in preparing the budget for IS Infrastructure operations and services.
• Serve the Division’s internal customers and provide solutions to improve the customer experience.
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
• Drive an increase in MTNN’s Net Promoter Score.
• Work with IS process teams and management to discuss or explain process dysfunction, causes and possible solutions and establish the approach to delivering related improvement initiative.
• Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
• Maintain effective working relationships with internal and external suppliers.
• Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience.
• 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.
• Facilitate meetings with various IS units to discuss and resolve escalated or identified customers issues
• 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
• 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
• Ensure business interests are considered in IS internal planning sessions and service definitions
• Foster closer working relationship within IS and the business
• Service catalogue develop, support and maintenance
• Provide input to the prioritization of IT investment within function
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• 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.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Job Condition:

• Normal MTNN working conditions
• May be required to work extended hours
• Local and International travel

Requirements, Experience & Training
Education:

• First degree in any related discipline preferably IT
• Fluent in English
• A Post graduate Degree in Computer Science or Computer Engineering is desirable.

Experience:

• 6 - 13 years of experience which includes:
• Minimum of 3 years’ experience in an area of specialisation; with experience in supervising/managing others
• Experience working in a medium to large organization
• 3 years’ experience in business relationship and customer service management in a medium size organisation
• Good understanding of methodologies and the impact of the technology in question (ITIL Certificate)

Training:

• Strategy Development
• Leadership Development Programs
• Business Relationship Management
• Enterprise Systems Management
• Business Process Automations
• Cost management.

Minimum qualification

• BA, BEng, BTech or HND.