Consultant Client Relationship Management

Required Qualification: Bachelor's degree in information technology or computer science OR Bachelor of Commerce in Marketing OR Business Administration OR Economics or related studies. Preferred Qualifications: Postgraduate related IT specialization (NQF 8) A background in marketing, research and development, product development, or strategy is an added advantage. Certifications: Certification in Customer Experience is an added advantage. Experience:6 - 7 years working in ICT sales and IT experience in the engagement management/relationship management and/or programme/project management, , service delivery management, business development, consulting, including at least 2 years managing complex enterprise or public-sector stakeholder portfolios. The incumbent will be required to consult and interact with relevant Government Officials, GITOC Bodies, Government Governance bodies, industry partner, standards generating bodies, accreditation and certification bodies at a senior management and executive level. The incumbent will be required to participate and provide input in implementation of Customer related strategies, SITA Sales Methodology and Sales Process. Must have strong sales and business management skills. Customer service management; Government Information Management; Business Development; Information Technology management; ICT solutions and services; Project Management methodology; Enterprise Project Management; Project Management Life-cycle; Knowledge of IT, Government ICT procurement processes, PFMA, SITA Act and Regulations; Basic understanding of Contracts, Strategic Planning and ITIL knowledge; Sales methodology and process; Application of project management methodology; Financial management principles methodology; Government Business Reference Model; Policy Review & Implementation; Business writing; Strategic Selling; Presentation Skills; Marketing & Sales Strategy Skills. IT Service Management The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. Business Writing Conveys written information and business reports in a detailed and effective manner to individuals or groups to ensure that they understand the message. IT Project Management The management of IT projects/programmes, typically (but not exclusively) involving the development and implementation of business processes to meet identified business needs, acquiring and utilising the necessary resources and skills, within agreed parameters of cost, timescales, and quality. The adoption and adaptation of project management methodologies based on the context of the project and selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches. Project/Programme Management The management of projects/programmes, typically (but not exclusively) involving the development and implementation of business processes to meet identified business needs, acquiring and utilising the necessary resources and skills, within agreed parameters of cost, timescales, and quality. The adoption and adaptation of project management methodologies based on the context of the project and selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches. IT Risk Management The planning and implementation of organisation-wide processes and procedures for the management of risk to the success or integrity of the business, especially those arising from the use of information technology, reduction or non-availability of energy supply or inappropriate disposal of materials, hardware or data. Vendor/Supplier Management The alignment of an organisation's supplier performance objectives and activities with sourcing strategies and plans, balancing costs, efficiencies and service quality. The establishment of working relationships based on collaboration, trust, and open communication in order to encourage co-innovation and service improvement with suppliers. The proactive engagement of suppliers for mutual benefit to resolve operational incidents, problems, poor performance and other sources of conflict. The use of clear escalation paths for discussing and resolving issues. The management of performance and risks across multiple suppliers (internal and external) using a set of agreed metrics. Business Development Sales management, Strategic Selling Customer Relationship Management The systematic identification, analysis, management, monitoring and improvement of stakeholder relationships in order to target and improve mutually beneficial outcomes. Gains commitment to action through consultation and consideration of impacts. Design the relationship management approach to be taken; including roles and responsibilities, governance, policies, processes, and tools, and support mechanisms. Creatively combines formal and informal communication channels in order to achieve the desired result. CRM & Client Contract Management Active listening The ability to fully concentrate on what is being said rather than just passively 'hearing' the message of the speaker. Attention to Detail The ability to ensures information is complete and accurate. Analytical thinking Identifies issues; obtains relevant information, relates and compares data from different sources, and identifies alternative solutions. Disciplined Showing a controlled form of behaviour or way of working, diligently. Empathy The ability to understand and share the feelings of another. Resilience The ability to effectively handle disappointment, rejection and set-backs while still working well and meeting deadlines. Stress Management The ability to keep functioning effectively when under pressure and maintain self control in the adversity. Ability and willingness to travel regularly and work outside normal hours when client incidents, governance deadlines or executive engagements require it. A valid driver's license may be required where objectively necessary for the placement.

Drive portfolio of customers in the assigned cluster to determine and assess existing customers' needs with the desired ICT requirements profile per cluster customer to provide effective solution approach to deliver within existing contractual constraints policies and SITA commercial service catalogue. In collaboration with service owners, including senior management and key stakeholders, drive the implementation of targeted digital products and solutions for each cluster customer Build, manage and maintain strategic relationships with Government Departments (i.e. SITA service owners) to continuously sustain the SITA business Perform analysis on cluster needs and requirements in collaboration with Business Development team and other internal and external key stakeholders Perform SLA management, monitoring and review Provide management support and ensure implementation, adherence and compliance to the Engagement management methodologies and regulations Manage, coordinate, analyse and identify the risks to minimise the service gaps and with the aim of achieving the agreed service levels Provide inputs into the budgeting process and plan and drive the achievement of the targeted revenue as well as monitoring/controlling the budget to ensure that the expenditure is within the approved Budget

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