Coordinator - Continuous Service Improvement at MTN Nigeria

Reports To: Manager - Service Performance

Division: Information Technology

Mission:

• Develop a service improvement plan for all internal and business operational teams
• Manage measurement systems to track adoption, utilization and proficiency of IT services.

Description:

• Disseminate information and liaise with other service Management areas to drive service delivery
• Gather business requirements and translate to IT 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 IT objectives and validate adoption of IT service offerings
• Facilitate meetings with various IT units to discuss and resolve escalated or identified customers issues
• Manage and report on vendor performance as regards CSI initiatives implemented
• Engage teams for improvement areas and follow-up with implementation of improvements to improve service and process performance
• Coordinate and facilitate the CSI process, ensuring ongoing service improvement.
• Develop and maintain the CSI register, tracking and prioritizing improvement opportunities.
• Collaborate with stakeholders to identify and prioritize areas for improvement.
• Develop and maintain service reports, dashboards, and metrics.
• Analyze data to identify trends, opportunities, and areas for improvement.
• Coordinate and support improvement initiatives, ensuring successful implementation.
• Collaborate with process owners to develop and implement improvements.
• Monitor and report on initiative progress.
• 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. 
• Ensure compliance to ISO20000 standards and regulatory requirements
• Ensure alignment between the SDLC process , Agile 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

Education:

• First Degree in Computer Science or an IT equivalent degree 
• Fluent in English 
• Foundation Certificate in ITILv4 – IT Service Management
• Practitioner in ITIL Service Level Management will be an added advantage

Experience:

3 – 7 years of experience  in an area of specialization; 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 IT 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