Coordinator - Partner and SLA Management, Information Technology at MTN Nigeria

Job Identification: 1687
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager Quality Assurance and Compliance
Division: Information Technology

Description

• Develop and manage Operational Level Agreement of all internal and business operational teams
• Develop and manage all Service Level Management agreement for the business and vendors
• Vendor performance and compliance management for effective delivery of services
• Provide advice and guidance to all other areas of the business and IT on all Service level and vendor performance related issues
• Ensure that service performance achievements meet or exceed all of their agreed performance targets, by managing the performance and deliveries of vendors and partners
• Weekly and Monthly vendor performance meetings and follow-up
• Develop, measure and report on vendor performance
• Develop, Measure and manage Service level management for all IT services
• Reporting on all Service Level measurements
• Producing ad hoc resource usage reports and analysis
• Identify service level risks in time to avoid service interruption or degradation
• Participate in the assessment of resource requirements for EMS and assist in preparing the budget for IT Infrastructure operations and services.
• Work with IT process teams to discuss or explain process dysfunction, causes and possible solutions and establish the approach to delivering related improvement initiative.

Requirements
Education:

• First Degree in any related discipline
• ITIL Foundation certificate at the minimum
• ITIL Service Design practitioner
• Fluent in English

Experience:

• 3 - 7 years’ experience which includes:
  • 2 years’ experience in vendor performance management practice in a medium-sized organization
  • 2 years’ experience in managing service level management process
  • Good understanding of methodologies and the impact of the technology in question (ITIL Certificate preferred).