Coordinator - Continuous Service Improvement at MTN Nigeria

MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt. MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria. Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever. The company\'s digital microwave transmission backbone, the 3,400 Kilometre Y\'elloBahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y\'elloBahn has significantly helped to enhance call quality on MTN network.

Reports To: Manager - Service Performance

Division: Information Technology

Mission:

• Develop a service improvement plan for all internal and business operational teams
• Manage measurement systems to track adoption, utilization and proficiency of IT services.

Description:

• Disseminate information and liaise with other service Management areas to drive service delivery
• Gather business requirements and translate to IT 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 IT objectives and validate adoption of IT service offerings
• Facilitate meetings with various IT units to discuss and resolve escalated or identified customers issues
• Manage and report on vendor performance as regards CSI initiatives implemented
• Engage teams for improvement areas and follow-up with implementation of improvements to improve service and process performance
• Coordinate and facilitate the CSI process, ensuring ongoing service improvement.
• Develop and maintain the CSI register, tracking and prioritizing improvement opportunities.
• Collaborate with stakeholders to identify and prioritize areas for improvement.
• Develop and maintain service reports, dashboards, and metrics.
• Analyze data to identify trends, opportunities, and areas for improvement.
• Coordinate and support improvement initiatives, ensuring successful implementation.
• Collaborate with process owners to develop and implement improvements.
• Monitor and report on initiative progress.
• 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. 
• Ensure compliance to ISO20000 standards and regulatory requirements
• Ensure alignment between the SDLC process , Agile 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

Education:

• First Degree in Computer Science or an IT equivalent degree 
• Fluent in English 
• Foundation Certificate in ITILv4 – IT Service Management
• Practitioner in ITIL Service Level Management will be an added advantage

Experience:

3 – 7 years of experience  in an area of specialization; 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 IT 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

Method of Application