Business Relationship Coordinator 5586 views

Job Title: Business Relationship Coordinator
Job Description

• Maintain Customer Relationship With All Business Departments
• Understand The Changing Business Needs And Determine Levels Of IT Service Required To Support The Business.
• Agree With Business Unit Upon IT Service Level Requirements
• Translate Strategic, Tactical And Operational Objectives Of MTNN Business Units To Service Level Agreements/IS Deliverables
• Agree With Internal Business Support Unit On Operational Level Agreements
• Ensure Underpinning Contract Support IT Service Level Agreements
• Monitor And Report On IT Service Level Performance/Achievements
• Relate 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 Services
• Drive The Drafting, Implementing And Monitoring Of Service Improvement Plans
• Ensure Business Interests Are Considered In IS Internal Planning Sessions And Service Definitions
• Implement And Maintain The SLM Process In The Organisation
• Foster Closer Working Relationship Within IS And The Business
• Service Catalogue Develop, Support And Maintenance
• Development And Maintenance Of IS Vendor, Supplier And Contract Database.
• Provide Input To The Prioritization Of IT Investment Within Function
• 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
• 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
• Local And International Travel
• Possible Secondments

Experience & Training
• Minimum Of 3 Years Post Degree
• Fluent In English
• BSc Computer Science Or An IT Equivalent Degree – Mini
• Foundation Certificate In ITIL – IT Service Management
• Practitioner In ITIL Service Level Management Will Be An Added Advantage
• 2 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
• Experience In IT Support 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
• ITIL Foundation Certificate, Practitioner In Service Level Management 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, BEd, BSc, BTech, HND Or BEng

Only candidates can apply for this job.
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