MSP Coordinator – Managed Services Operations

About the role

The MSP Coordinator will act as the operational bridge between MSI Nigeria’s internal IT team and its Managed Service Provider (MSP). This full‑time position ensures that contracted IT services are delivered to agreed standards, service requests are tracked, and performance issues are escalated appropriately.

Key responsibilities

• Serve as the day‑to‑day liaison with the MSP, coordinating service and change requests, and handling escalations.
• Track all MSP tickets to guarantee acknowledgment, action, and resolution within SLA timelines.
• Maintain a comprehensive log of MSP interactions, incidents, and resolutions for audit and governance.
• Coordinate MSP access to MSI Nigeria sites, systems, and staff as needed for service delivery.
• Monitor weekly MSP performance against SLA metrics, flag breaches, and compile a monthly performance dashboard for IT Manager reviews.
• Maintain a register of SLA breaches, documenting cause, duration, and resolution.
• Support the IT Manager in preparing documentation for quarterly MSP performance evaluations and identify recurring performance issues.
• Maintain accurate records of MSP contracts, amendments, service schedules, and correspondence; track renewal dates and pricing terms.
• Process MSP invoices and verify charges against contracted scope and delivered services.

Required profile

• Experience coordinating with Managed Service Providers or external IT vendors.
• Strong ability to track service tickets and monitor SLA compliance.
• Familiarity with contract administration and invoice verification.
• Excellent communication skills for interfacing with internal staff and external partners.

Required skills

What we offer

• Opportunity to work within a results‑driven social enterprise focused on reproductive health.
• Engagement with a global partnership operating in over 37 countries.