Service Level Agreement and Partner Performance Manager

MTN Zambia

Key Responsibilities

  • Translate Strategic, Tactical and Operational objectives of MTNZ business units to Service Level Agreements/IS deliverables
  • Development activities. Create the talent development strategy for the organization.
  • Relate with Business units to ascertain performance levels of IS Services from a Customer and Users perspective.
  • Drafting and negotiating SLA with Vendors that underpin our commitment to Business
  • Maintain IS Service Catalogue
  • Sensitivity in information dissemination
  • Initiate and maintain customer engagement forums
  • Gather business requirements and translate to IS deliverables based on MTNZ business plan.
  • Negotiate and agree on OLA with other supporting business units
  • Drive the implementation of vendor contracts to support IS objectives
  • Facilitate monitoring and reporting of IS Service Levels achievements
  • Coordination of activities to ensure harmonious customer centric environment
  • Facilitate forums that will engender closer work relationship between IS and business units
  • Drives IS Service Improvement initiatives
  • Manage and report on vendor performance

Candidate Requirements

  • Bsc Computer Science or an IT equivalent degree
  • Foundation Certificate in ITIL – IT Service Management
  • Practitioner in ITIL Service Level Management will be an added advantage
  • 4 years IT Service support and Delivery Experience, of which 2 years’ will be Service Level Management Experience and 2 years IT support experience.
  • Customer Management experience – ability to manage customer’s expectations
  • 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.
  • Deep understanding and experience with IS technical systems including applications, servers, networking components, backups, disaster recovery, as appropriate.
  • Authority

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