Coordinator – Partner and SLA Management, Information Technology at MTN Nigeria

General Manager - Sustainability and Shared Value

Coordinator – Partner and SLA Management, Information Technology at MTN Nigeria. Here is all you need to know; the requirements, location, job description, application deadline, and how to apply.

Job Title: Coordinator – Partner and SLA Management, Information Technology

Job Identification: 1687
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager Quality Assurance and Compliance
Division: Information Technology

Job Description

Develop and manage Operational Level Agreement of all internal and business operational teams
Develop and manage all Service Level Management agreement for the business and vendors
Vendor performance and compliance management for effective delivery of services
Provide advice and guidance to all other areas of the business and IT on all Service level and vendor performance related issues
Ensure that service performance achievements meet or exceed all of their agreed performance targets, by managing the performance and deliveries of vendors and partners
Weekly and Monthly vendor performance meetings and follow-up
Develop, measure and report on vendor performance
Develop, Measure and manage Service level management for all IT services
Reporting on all Service Level measurements
Producing ad hoc resource usage reports and analysis
Identify service level risks in time to avoid service interruption or degradation
Participate in the assessment of resource requirements for EMS and assist in preparing the budget for IT Infrastructure operations and services.
Work with IT process teams to discuss or explain process dysfunction, causes and possible solutions and establish the approach to delivering related improvement initiative.

Qualification Requirements

Education:

First Degree in any related discipline
ITIL Foundation certificate at the minimum
ITIL Service Design practitioner
Fluent in English

Experience:

3 – 7 years’ experience which includes:
- 2 years’ experience in vendor performance management practice in a medium-sized organization
- 2 years’ experience in managing service level management process
- Good understanding of methodologies and the impact of the technology in question (ITIL Certificate preferred).