13 May 2019

Permanent Coordinator Business Relationship (Supervisory)

MTN – Posted by WorkBerryAnywhere

NOTE: This job listing has expired and may no longer be relevant!

Job Description

Job Location

Lagos, Nigeria


job title Coordinator Business Relationship (Supervisory)
job description • Translate Strategic, Tactical and Operational objectives of MTNN business units to Service Level Agreements/IS deliverables

• Understand the changing business needs and determine levels of IT Service required to support the business

• 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

• Develop and manage IT business relationship with other divisions of the business to improve satisfaction

• 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.

job condition • Open office plan

• General working conditions

• Will be required to work extra hours when necessary

Experience & Training Education:

• First degree in Computer Science or an IT equivalent degree

• Foundation Certificate in ITIL – IT Service Management

• Practitioner in ITIL Service Level Management will be an added advantage


3-7 years’ experience in an area of specialisation; with experience working with others

• Experience working in a medium organization

• Experience in  IT Service support and Delivery Experience

• Experience in  Service Level Management Experience

• Customer Management experience – ability to manage customer’s expectations

• 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 IS 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


• ITIL Foundation Certificate, Practitioner in Service Strategy will be an added advantage

• Good interpersonal skills for written, oral and face to face communications

• Training in IT support

• Solid understanding and technical expertise in a broad range application and technical architecture components (applications/OS, database, network)

• Project Management methodologies

• Strong analytical, problem-solving, and conceptual skills

Minimum qualification BEng, BSc, BTech or HND

How to Apply

Apply HERE

Job Types: Permanent.

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