Consultant Client Relationship Management (Provinces)

This permanent position sits within SITA’s Provincial and Local Consulting division, based in Cape Town’s Observatory area, and is focused on the Western Cape province. The Consultant Client Relationship Management (Provinces) is responsible for offering solutions, products and services to clients while achieving targets related to quality, productivity and client retention. The role requires executing client requests within agreed timeframes, quality standards and legislation, and doing so in a client-centric manner. More broadly, the incumbent oversees, manages and executes projects and activities that establish, monitor, measure and maintain client contracts, ensuring that all requirements are met in line with legislative requirements and best practices. The ultimate aim is to provide effective and efficient organisational capabilities to internal and external customers from conception to delivery, thereby maximising customer understanding, building strong relationships, improving satisfaction and increasing profitability for SITA.

Candidates must hold a National Diploma or Bachelor Degree in Information Technology, Computer Science, Commerce, Marketing, Business Administration, Economics, or a BTech at NQF level 6. SITA will identify and invest in relevant sales certifications for the successful candidate. A minimum of six to seven years of combined sales and IT experience is required, specifically in engagement management, relationship management and/or project management. The role demands strong sales and business management skills, along with expertise in customer service management, government information management, business development, ICT solutions and services, and project management methodology. Knowledge of IT, government ICT procurement processes, PFMA, the SITA Act and regulations, contracts, strategic planning, ITIL, financial management principles, the Government Business Reference Model, policy review and implementation, business writing, strategic selling, presentation skills, and marketing and sales strategy is essential.

The incumbent will be expected to apply a range of specialised competencies in daily work. These include IT service management, which involves planning, implementing, controlling, reviewing and auditing service provision to meet customer business requirements, including negotiating and monitoring service level agreements. IT project and programme management skills are also required, with the ability to adapt predictive or agile approaches based on project context. IT risk management, vendor and supplier management, and customer relationship management are central to the role, as is the ability to design relationship management approaches, governance, policies and tools. Active listening and effective business writing are also key.

A significant part of the role involves consulting and interacting with relevant government officials, GITOC bodies, government governance bodies, industry partners, standards generating bodies, and accreditation and certification bodies at senior management and executive level. The incumbent will participate in and provide input into the implementation of customer-related strategies, SITA’s sales methodology and its sales process. Duties also include managing supplier performance and risks, resolving operational incidents and conflicts, and using clear escalation paths. The role is ideal for a seasoned professional who can balance strategic relationship building with hands-on project execution, and who understands the unique environment of government ICT procurement and service delivery. This is a demanding but rewarding position for someone who thrives on client engagement and wants to contribute to SITA’s provincial consulting mandate.