Coordinator, Enterprise Service Delivery - MTN Ghana

Job Summary:

Coordinate Service delivery for enterprise customers within the assigned segment in close collaboration with the 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 a 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 maybe 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• Identify and improve delivery processes that are outdated and does not align with our current customer needs.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 and Competencies

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 the 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.

Behavioural Competencies:

• People management skills
• Analytical skills
• Innovative