Consultant Client Relationship Management at SITA

Purpose of the job

• To provide organisational capabilities and services to internal and external customers from conception to delivery thus maximizing customer understanding, build customer relationship and improve customer satisfaction with the aim of increasing profitability for SITA. To oversee, manage and execute projects / activities to establish relationship, monitor, measure, and maintain client contracts, in accordance with legislative requirements and best practices, to ensure that requirements are met.

Key Responsibility Areas

• 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.

Qualifications and Experience

• Required Qualification: National Diploma or Bachelor Degree in Information Technology OR Computer Science
• OR Bachelor degree in Commerce OR Marketing OR Business Administration OR Economics / BTech (at least NQF 6). SITA to identify and invest in Sales Certifications.
• Experience: 6 - 7 years working sales and IT experience in the engagement management/ relationship
• management and/or project management. 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.
• Technical Competencies Description
• Knowledge of: 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.
• Technical competencies: Business Writing, Customer Relationship Management, IT Project Management, IT
• Service Management, Project/Programme Management, IT Risk Management, and Vendor/Supplier Management.
• Leadership Competencies: Customer Experience, Collaboration, Communicating and Influencing, Outcomes
• driven Planning and Organising, Creative Problem Solving, Decision-making, Responding to Change and Pressure.
• Interpersonal/behavioural competencies: Active listening, Attention to Detail, Analytical thinking, Disciplined,
• Empathy, Resilience, and Stress Management.