Coordinator - Service Delivery at MTN Nigeria

Division: Fixed Broadband

Mission:

Responsible for analyzing requirements, documenting solution specifications, supporting delivery teams, and ensuring that products, systems, and services meet business objectives. The Service Delivery Analyst works closely with the Premium Tribe Product Owner and other Product Owners, Solution Architects, Developers, Tech Leads and Business Stakeholders to facilitate successful end-to-end solution. Also responsible for planning and executing test cases to ensure FBB products and services meet quality standards delivery.

Description:

• Elicit, analyze, and document business requirements, translating them into clear functional and non-functional specifications.
• Collaborate with business stakeholders to capture current state processes and define future state requirements.
• Maintain traceability between business requirements, solution designs, and delivered features.
• Support delivery teams (Agile or Hybrid) with clarifications, backlog grooming, and user story definition.
• Ensure solutions align with enterprise architecture, business strategy, and regulatory compliance.
• Participate in sprint planning, backlog refinement, daily stand-ups, and retrospectives.
• Develop test scenarios, acceptance criteria, and coordinate UAT (User Acceptance Testing).
• Validate delivered solutions meet business requirements and customer expectations.
• Identify gaps and potential risks early in the delivery cycle and recommend mitigations.
• Act as a key liaison between business users, technical teams, and vendors.
• Communicate progress, risks, and solution impacts effectively to stakeholders.
• Facilitate workshops, demos, and feedback sessions to ensure alignment.
• Track and report delivery KPIs, ensuring projects are on time, within scope, and meet quality standards.
• Support change management and solution adoption within the business.
• Continuously identify areas for process optimization and automation in solution delivery.

Education:

• First degree in Applied Sciences, Engineering, or IT Related Disciplines
• Fluent in English 

Experience:

3- 7 years’ experience which includes

• 3 or more years of experience in a solution delivery or operational support role, either in a telecoms, ecommerce, or financial services industry.
• Experience in BSS tools and customer service etiquette or related function.
• Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)
• Experience working in a medium organization and multi-vendor environment.
• Understanding of MTN Fixed Broadband products – an added advantage.