Job Description

MTN Careers – Coordinator

Coordinator – MTN Careers

Reports To: Manager – Service Performance
Division: Information Technology

Mission
The Coordinator will lead the development and execution of service improvement plans across internal and business operational teams. This role is responsible for managing performance measurement systems to track adoption, utilization, and proficiency of IT services while ensuring continuous service excellence.

Key Responsibilities

• Coordinate service delivery efforts by disseminating information and liaising with Service Management teams.
• Gather and translate business requirements into IT deliverables aligned with MTN business objectives.
• Negotiate and manage Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with relevant stakeholders.
• Oversee vendor contract implementation to support IT goals and validate adoption of IT service offerings.
• Facilitate cross-functional meetings to address and resolve escalated customer issues.
• Monitor, evaluate, and report vendor performance related to Continuous Service Improvement (CSI) initiatives.
• Drive service and process enhancement initiatives by engaging stakeholders and tracking implementation progress.
• Coordinate and manage the CSI process, ensuring consistent identification, analysis, prioritization, and execution of improvement opportunities.
• Maintain the CSI register and ensure timely follow-up on all improvement actions.
• Develop service performance reports, dashboards, and metrics to provide data-driven insights.
• Analyze service data to identify trends, risks, and improvement opportunities.
• Support alignment between SDLC, Agile methodologies, and Release Management processes.
• Advocate for Release Management and Service Improvement best practices across the organization.
• Ensure compliance with ISO20000 standards and regulatory requirements.
• Conduct organizational readiness assessments and evaluate design impacts during change initiatives.
• Promote a culture of continuous improvement, reinforcing success and celebrating achievements.

Education Requirements

• First Degree in Computer Science or equivalent IT-related qualification.
• Fluent in English (written and spoken).
• ITILv4 Foundation Certificate in IT Service Management.
• ITIL Service Level Management Practitioner certification is an added advantage.

Experience and Competencies

• 3–7 years of relevant experience within IT Service Management or related specialization, including supervisory responsibilities.
• Experience in a medium-sized organization.
• Proven background in Service Level Management and IT support environments.
• Strong relationship management and stakeholder engagement skills.
• Demonstrated project management and change management experience.
• Experience managing multiple service providers and vendor relationships.
• Strong understanding of service delivery and support environments.
• Solid technical knowledge of IT systems including applications, servers, networking, backups, and disaster recovery.
• Excellent client service orientation with strong interpersonal and communication skills.
• Ability to multitask, maintain attention to detail, and deliver high-quality outcomes.
• Strong problem-solving, negotiation, and influencing skills.
• Demonstrated competency in stakeholder management and influencing without formal authority.

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