Continuous Service Improvement (CSI) is what keeps a global giant like MTN Nigeria at the top of the telecommunications ladder and they are currently looking for a sharp Coordinator to drive that excellence from their Ikoyi headquarters. This role isn't just about maintaining the status quo it is about having the correct eye to spot gaps in IT service delivery and the technical ginger to fix them before they affect the business. If you are an ITILv4 certified professional who understands that better never stops, this position in the Information Technology division is where you can truly show your worth. MTN wants a leader who can negotiate SLAs, manage vendor performance, and ensure that every IT service offered is smooth, efficient, and world class. If you have the experience and the certification to back it up, this is the perfect stage to level up your career within the Y’ello family.
Job Summary
- Job Title: Coordinator - Continuous Service Improvement
- Company: MTN Nigeria
- Location: Ikoyi, Lagos
- Employment Type: Full time
- Job ID: 6972
- Application Closing Date: 10 March, 2026.
About the Company
MTN Nigeria is the undisputed leader in the Nigerian telecommunications space and a vital part of a diverse community across Africa and the Middle East. Our brand is instantly recognizable, and it is through this compelling brand that we attract and nurture the best talents in the industry. We go beyond simple rewards and recognition, focusing on continuous improvement in our employment offerings to ensure our people grow as the business grows. At MTN, we are committed to connectivity that empowers every Nigerian.
Role Overview
The Coordinator for Continuous Service Improvement (CSI) reports to the Manager of Service Performance within the IT Division. Your mission is to develop and manage service improvement plans for both internal and business operational teams. You will be the custodian of measurement systems that track how IT services are utilized and how proficient they are. This role requires a blend of technical knowledge and high level relationship management to ensure that IT deliverables are perfectly aligned with MTN’s broader business goals.
Key Responsibilities
- Improvement Planning: Coordinate and facilitate the CSI process, maintaining a register to track and prioritize improvement opportunities.
- SLA & OLA Negotiation: Negotiate and agree on Service Level Agreements (SLAs) with business units and Operational Level Agreements (OLAs) with supporting teams.
- Vendor Management: Drive the implementation of vendor contracts and report on their performance regarding CSI initiatives.
- Data & Reporting: Develop and maintain service dashboards and metrics, analyzing data to identify trends and areas for optimization.
- Stakeholder Collaboration: Facilitate meetings with various IT units to resolve escalated customer issues and drive service delivery.
- Compliance: Ensure all processes remain compliant with ISO20000 standards and regulatory requirements.
- Change Advocacy: Act as a visible advocate for Release and Service Improvement management, ensuring alignment between SDLC, Agile, and Release processes.
Requirements / Qualifications
- Education: First Degree in Computer Science or a related IT equivalent degree.
- Certification: Foundation Certificate in ITILv4 (IT Service Management) is mandatory. Practitioner level in Service Level Management is a big advantage.
- Experience: 3 - 7 years of experience in an IT specialization, with at least some experience in a supervisory capacity.
- Technical Depth: Deep understanding of IT technical systems including applications, servers, networking, and disaster recovery.
- Soft Skills: Strong negotiation, problem solving and stakeholder management skills.
- Industry Context: Experience working with a range of service providers and understanding service delivery environments is essential.
Why This Role Stands Out
- Work for Africa's leading telecommunications brand in a high impact IT role.
- Gain immense experience in ITILv4 frameworks and ISO20000 standards in a real world, large scale environment.
- Directly influence the efficiency and quality of services delivered to millions of MTN subscribers.
- Collaborate with top-tier IT professionals and stakeholders across various business units.
- Enjoy working from the MTN headquarters in the heart of Ikoyi, Lagos.
How to Apply
If you have the ITILv4 certification and the drive to excel, follow the link below to apply through the official MTN portal.
Interested and qualified candidates should apply via the MTN Oracle Cloud portal: Apply Here
Note: Ensure you refer to Job ID 6972 during your application. The closing date is 10 March, 2026.
Editorial: Insight for IT Service Professionals
For a CSI Coordinator role at MTN, the magic word is ITILv4. They aren't just looking for someone who knows IT, they want someone who understands the framework of service. In a massive organization like this, small improvements in a process can save millions of Naira and prevent hours of downtime.
When you apply, ensure your CV highlights your experience with SLA Management and Stakeholder Influencing. Often, you will need to get people to change how they work without having direct authority over them, this is where your influence without authority skills come in. If you have experience with Agile or SDLC, make it bold as MTN is heavily focused on aligning these processes.
Important Notice
A global firm like MTN has a standard and free recruitment process. If anyone contacts you asking for payment to secure Job ID 6972, please block them and report it immediately. Your certification and your experience are all you need. Apply with confidence.
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