Business Management and Administration

Coordinator, Enterprise Service Delivery – MTN Ghana Full Time

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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  • Identify and improve delivery processes that are outdated and does not align with our current customer needs.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:

Job Overview

  • Date Posted:
  • Location: Accra
  • Job Title: Coordinator, Enterprise Service Delivery – MTN Ghana