Business Relationship Coordinator  at MTN Nigeria

MTN Nigeria is part of the MTN Group, Africa's leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt.Job Title:Business Relationship Coordinator   Details Maintain customer relationship with all business departmentsUnderstand the changing business needs and determine levels of IT Service required to support the business.Agree with business unit upon IT Service level requirementsTranslate Strategic, Tactical and Operational objectives of MTNN business units to Service Level Agreements/IS deliverablesAgree with internal business support unit on Operational Level AgreementsEnsure Underpinning contract support IT Service Level AgreementsMonitor and Report on IT Service Level Performance/AchievementsRelate with Business units to ascertain performance levels of IS Services from a Customer and Users perspective.Monitor and report on user’s experience of IS’s IT ServicesDrive the drafting, implementing and monitoring of Service improvement plansEnsure business interests are considered in IS internal planning sessions and service definitionsImplement and maintain the SLM process in the organisationFoster closer working relationship within IS and the businessService catalogue develop, support and maintenanceDevelopment and maintenance of IS vendor, supplier and contract database.Provide input to the prioritization of IT investment within functionMaintain IS Service Catalogue, drive IS Service Improvement initiatives, collate and verify Service Level requirements and facilitate the monitoring and reporting of IS Service Levels achievementsDisseminate information and liaise with other service Management areas to drive service deliveryGather 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 unitsDrive the implementation of vendor contracts to support IS objectives and validate adoption of IS service offeringsFacilitate meetings with various IS units to discuss and resolve escalated or identified customers issuesManage and report on vendor performanceManage the escalation of customer issues and customer satisfaction surveyInitiate and maintain business engagement processes and customer engagement forumsEnsure value is created through effective stakeholder managementContinuously 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 planGeneral working conditionsWill be required to work extra hours when necessaryLocal and International travelPossible secondments

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