Coordinate Service delivery for enterprise customers within the assigned segment in close collaboration with Key Account Manager and all relevant stakeholders including Network Group, Capital Projects.

Job Context

• Highly dynamic and competitive telecommunication industry
• Advancement in global technology trends
• MTN Group business standards and practices
• Diverse cultural environment
• Segmentation structure implication
• Performance driven environment
• Developing sophisticated client base

Job Role

· Engage Customers throughout the project delivery process and manage the correspondence between the implementation team and the customer contacts.

· Provide operational support to the commercial team within the assigned segments.

· Develop and maintain systems for records and databases as required.

· Undertake any other relevant duties and projects which may arise or as may be delegated from time to time by the Enterprise Service Delivery Manager.

· Maintain close professional working relationships with internal and external stakeholders including the KAMs, whilst ensuring internal processes and policies are complied with.

· Identify and improve delivery processed that are outdated and does not align with our current customer needs.

Coordinate with relevant departments including CPG/NWG/CR for the delivery of all ICT and Mobile services for Enterprise customers.

Education

· Minimum of a First Degree in a related field.

· Project Management Certificate is an added advantage

Experience

· Minimum of 3 years of years’ service delivery experience preferably within Telecom/ISP industry

· Enterprise solutions delivery

· Project management experience

Training

· Microsoft Certified Solutions Associate (MCSA) certifications or Knowledge

· CCNA/CCNP certification or knowledge.

· Project Management (PMI, PRINCE2, Agile) Certification.

· Customer Management

Competencies

Technical Competence/Knowledge

• Strong knowledge in Management of Customer Support Functions
• Project Management knowledge
• Telephony solutions & services (Hosted PBX-SIP/VOIP, IVR, ISDN, CUGs)
• Data connectivity products (VPN, WAN, Leased Lines, MPLS, IPLC, Datacenter)
• Voice & APN Solutions
• Strong Troubleshooting and Problem-Solving Skills

Skills/Physical competencies:

• Manages self and team performance, good conflict management, takes and manages accountability
• Energy & Drive – Innovative, Takes initiative, result oriented and develops self consistently
• Interpersonal Skills – Leadership, customer centricity, collaborative
• Personal Skills – Trustworthy, integrity and ethical in dealings
• Operating Skills – Ability to focus on priorities and plans, manages and monitors work effectively
• Organisational Positioning Skills – Good written and verbal communication, presentation skills
• Strategic Skills – Global thinker, Analytical thinking and Problem solving abilities.

Behavioral Competencies:

• People management skills
• Analytical skills
• Innovative
• Team player
• Good communication skills
• Interpersonal skills
• Self-motivated

Must live the MTN Values of

• Can Do; Integrity; leadership; Innovation; Relationships

Must exhibit the MTN Vital Behaviors of

• Complete Candor, Complete Accountability, Active Collaboration & Get it done.