Business Relationship Management Coordinator at MTN Nigeria

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.