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Coordinator, Continuous Service Improvement (Supervisory) 738 views

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MTN Nigeria is looking for Coordinator, Continuous Service Improvement (Supervisory) in addition to its award winning team.

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


  • 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


  • 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


  • 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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