MSP Coordinator at MSI Reproductive Choices

The Role

• The MSP Coordinator is responsible for the day-to-day operational coordination of MSI Nigeria’s relationship with its Managed Service Provider, ensuring that contracted services are delivered to the agreed standard, that service requests are tracked and resolved within SLA timeframes, and that any performance issues are escalated appropriately.
• The role acts as the operational interface between MSI Nigeria’s internal IT function and the MSP, maintaining accurate service records, supporting contract governance, and contributing to continuous improvement in managed IT service quality.

Key Responsibilities
MSP Service Coordination:

• Serve as the day-to-day operational liaison with the Managed Service Provider, coordinating service requests, change requests, and escalations.
• Track all MSP service tickets and requests to ensure they are acknowledged, actioned, and resolved within agreed SLA timelines.
• Maintain a comprehensive log of all MSP interactions, incidents, and resolutions for audit and governance purposes.
• Coordinate MSP access to MSI Nigeria sites, systems, and staff as required for service delivery activities.
• Communicate clearly with internal staff about the status of MSP-managed issues and expected resolution timelines.

SLA Monitoring & Reporting:

• Monitor the MSP’s performance against SLA metrics on a weekly basis, flagging breaches or risks to the IT Manager promptly.
• Compile and maintain a monthly MSP performance dashboard for use in the IT Manager’s service review meetings.
• Maintain a register of SLA breaches, documenting the cause, duration, and resolution of each incident.
• Support the IT Manager in preparing documentation and evidence for quarterly MSP performance evaluations.
• Identify patterns of underperformance or recurring issues in MSP service delivery and escalate for management action.

Contract & Vendor Administration:

• Maintain accurate records of all MSP contract documents, amendments, service schedules, and correspondence.
• Track MSP contract renewal dates, pricing terms, and scope of service, alerting the IT Manager well in advance of key milestones.
• Process MSP invoices and support the IT Manager in verifying charges against contracted scope and delivered services.
• Coordinate with Finance on MSP-related purchase orders, payments, and budget tracking.
• Support the IT Manager in onboarding new service components or vendors as the MSP scope evolves.

Infrastructure Support Coordination:

• Coordinate scheduled maintenance, system updates, and planned outages with the MSP, ensuring appropriate internal communication and minimal disruption.
• Support the IT Manager in documenting network infrastructure, server configurations, and managed services architecture.
• Assist in coordinating disaster recovery tests and business continuity activities with the MSP.
• Liaise between the MSP and the Help Desk Officer to ensure smooth handover and resolution of escalated helpdesk issues.

Experience / Qualification

• Bachelor’s Degree in Information Technology, Business Administration, or a related field.
• ITIL Foundation certification or equivalent service management qualification is an advantage
• Minimum 4 years’ experience in IT coordination, vendor management, or service administration roles.
• Demonstrated experience monitoring and reporting on service-level agreements or contracted service performance.
• Experience maintaining records, logs, and documentation in a structured and audit-ready manner.
• Exposure to IT infrastructure, managed services, or outsourced technology environments.

Essential Skills & Competencies:

• Strong organisational and coordination skills with high attention to detail.
• Ability to interpret and apply SLA terms and contract conditions in day-to-day operations.
• Clear and professional communication skills for both internal stakeholders and external vendors.
• Proficiency in Microsoft 365 tools for documentation, tracking, and reporting.
• Ability to manage multiple concurrent tasks and track progress across different workstreams.
• Analytical approach to monitoring and reporting on vendor performance data.

Desirable:

• Experience working with MSP or outsourced IT service contracts in an NGO or development sector context.
• Familiarity with IT infrastructure concepts including networking, cloud services, and endpoint management.
• Basic knowledge of procurement and contract administration processes.