Coordinator - Business Relationship Management at MTN Nigeria

Mission

• Understand the changing business needs and determine levels of IT Service required to support the business.
• Translate Strategic, Tactical and Operational objectives of MTNN business units to Service Level Agreements/IT deliverables

Description

• Develop and manage the IT business relationship with other divisions of the business to improve satisfaction.
• Disseminate information and liaise with other service management areas to drive service delivery.
• Gather business requirements and translate them to IT deliverables based on MTNN business plan.
• Negotiate and agree on SLAs with the business unit and liase with other supporting business units
• Drive the implementation of business requirements to support IT objectives and validate the adoption of IS service offerings.
• Facilitate meetings with various IT units to discuss and resolve escalations or identified customer issues.
• Maintain IT Service Catalogue, drive IT Service Improvement initiatives, collate and verify Service Level requirements and facilitate the monitoring and reporting of IT Service Levels achievements
• Initiate and maintain business engagement processes and customer engagement forums

Education:

• First degree in any related discipline 
• Foundation Certificate in ITIL4 – IT Service Management, Scrum Master, DevOps
• Practitioner in ITIL Service Level Management will be an added advantage
• Fluent in English

Experience:

• 3 - 7 years’ experience which includes:
• Experience working in a medium organization and IT Service support function
• Experience in Business Relationship Management
• Experience in Customer, Agile and Project management 
• Experience dealing with Change Management issues
• Experience working with a range of Service providers