Coordinator - Business Relationship Management.Information Technology.Information Technology

Reports To: Manager - Business Relationship and Change Management

Division: Information Technology

Mission

• To champion the delivery of technology enabled services to address the Strategic, Tactical and Operational needs of the Business
• Understand the changing business needs and determine levels of IT Service required to support the business.
• Translate Strategic, Tactical and Operational objectives of MTNN business units to Service Level Agreements/IT deliverables

Description

• Develop and manage IT business relationship with other divisions of the business to improve satisfaction
• 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 liase 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.

Education

• First degree in any related discipline
• Fluent in English
• Foundation Certificate in ITIL 4– IT Service Management
• Practitioner in ITIL Service Level Management will be an added advantage
• Certified ScrumMaster will be an added advantage

Experience

3-7 years' experience which includes:

• Experience working in a medium organization and IT Service support function
• Experience in Business Relationship Management
• Experience in Business Partner Management
• Experience in Communication Management
• Experience in Business Partner Complaint Management
• Experience in Customer and Agile management
• Experience dealing with change management issues
• Experience working with a range of Service providers
• Experience in Customer Satisfaction Process Measurement