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
Experience:
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
Training
• 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 BA, BEng, BTech Or Other
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