Coordinator - Service Delivery at MTN Nigeria

MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt. MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria. Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever. The company\'s digital microwave transmission backbone, the 3,400 Kilometre Y\'elloBahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y\'elloBahn has significantly helped to enhance call quality on MTN network.

Division: Fixed Broadband

Mission:

Responsible for analyzing requirements, documenting solution specifications, supporting delivery teams, and ensuring that products, systems, and services meet business objectives. The Service Delivery Analyst works closely with the Premium Tribe Product Owner and other Product Owners, Solution Architects, Developers, Tech Leads and Business Stakeholders to facilitate successful end-to-end solution. Also responsible for planning and executing test cases to ensure FBB products and services meet quality standards delivery.

Description:

• Elicit, analyze, and document business requirements, translating them into clear functional and non-functional specifications.
• Collaborate with business stakeholders to capture current state processes and define future state requirements.
• Maintain traceability between business requirements, solution designs, and delivered features.
• Support delivery teams (Agile or Hybrid) with clarifications, backlog grooming, and user story definition.
• Ensure solutions align with enterprise architecture, business strategy, and regulatory compliance.
• Participate in sprint planning, backlog refinement, daily stand-ups, and retrospectives.
• Develop test scenarios, acceptance criteria, and coordinate UAT (User Acceptance Testing).
• Validate delivered solutions meet business requirements and customer expectations.
• Identify gaps and potential risks early in the delivery cycle and recommend mitigations.
• Act as a key liaison between business users, technical teams, and vendors.
• Communicate progress, risks, and solution impacts effectively to stakeholders.
• Facilitate workshops, demos, and feedback sessions to ensure alignment.
• Track and report delivery KPIs, ensuring projects are on time, within scope, and meet quality standards.
• Support change management and solution adoption within the business.
• Continuously identify areas for process optimization and automation in solution delivery.

Education:

• First degree in Applied Sciences, Engineering, or IT Related Disciplines
• Fluent in English 

Experience:

3- 7 years’ experience which includes

• 3 or more years of experience in a solution delivery or operational support role, either in a telecoms, ecommerce, or financial services industry.
• Experience in BSS tools and customer service etiquette or related function.
• Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)
• Experience working in a medium organization and multi-vendor environment.
• Understanding of MTN Fixed Broadband products – an added advantage.

Method of Application