Coordinator, Continuous Service Improvement (Supervisory)

Job Description
• Develop A Service Improvement Plan  For All Internal And Business Operational Teams
• Manage Measurement Systems To Track Adoption, Utilization And Proficiency Of IT Services.
• Maintain IS Service Catalogue, Drive IS Service Improvement Initiatives, Communicate Achievements, Collate And Verify Service Level Requirements And Facilitate The Monitoring And Reporting Of IS Service Level Agreement In General.

• Identify And Report ROI
• 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
• Engage Teams For Improvement Areas And Follow-Up With Implementation Of Improvements To Improve Service And Process Performance
• Be An Active And Visible Advocate Of Release And Service Improvement Management. 
• Create And Enable Reinforcement Mechanisms And Celebrations Of Success.
• Smooth Running Of The CSI Process. Ensuring That Services Improvement Areas Are Identified, Analyzed And Followed Up For Implementation With Minimal Or No Loss To The Business.
• Compliance To ISO20000 Standards And Regulatory Requirements
• Ensure Alignment Between The SDLC Process And Release Management Process
• Conduct Organizational Assessments To Determine The Current Readiness And Capability For Change.; Assess Organizational Design Impacts During The Change Process
• 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
• Collaborate With Project Teams To Integrate Release Management Activities Into The Overall Project And Demand Management Plan.
• Collaborate With Communication, Training, HR And OD Specialists In The Formulation Of Particular Plans And Activities To Support Project Implementation.
• 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
• Fluent In English
• Foundation Certificate In ITIL – IT Service Management
• Practitioner In ITIL Service Level Management Will Be An Added Advantage
Experience:
• 3 – 7 Years Of Experience  In An Area Of Specialisation; With Experience In Supervising Others
• Experience Working In A Medium  Organization
• Experience In  Service Level Management
• Experience In  IT Support Experience
• 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
Training:
• ITIL Foundation Certificate, Practitioner In Continuous Service Improvement Will Be An Added Advantage
• A Good Understanding Of Statistical And Analytical Principles And Processes
• 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 BA, BSc, HND Or BTech
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