Senior Manager PLC at SITA SOC (Ltd)

Key Responsibility Area 

• Manage and drive portfolio of customers in the province to determine and assess existing customers’ needs with the desired ICT requirements profile provincial customer in order 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, coordination of service/product delivery and solutions for each provincial customer. 
• Build, manage and maintain strategic relationships with Government Departments including delivery partners (i.e. SITA service owners) to continuously sustain the SITA business. 
• Perform analysis on provincial needs and requirements in collaboration with Business Development team and other internal and external key stakeholders. 
• Perform SLA management, monitoring and review. 
• Ensure consistency in all customer engagement initiatives and programmes. 
• Review current solutions and align with the provinces’ needs and the category of engagement to be utilized for the project/initiative. 
• Exercise initiative in directly reaching out to customers to gather feedback and ensure that the engagement team’s programmes are effective and of high quality and standards. 
• Guide and share new and emerging customer engagement industry best practices across the business to enhance customer loyalty and retention. 
• Maintain strong knowledge and understanding of the current and emerging eCommerce/Digital strategies, trends, and techniques to achieve set SITA’s targets and market share. 
• Address the risk management items and monitor the implementation of the departmental risk management plan. 
• Lead meetings to discuss client requirements and align with all the internal stakeholders. 
• Collaborate with SITA service owners to improve service delivery and communication. 
• Execute the customer loyalty and retention strategy to ensure retention of clients and ensure that all contact points integrate seamlessly across the internal and external customer value chain. 
• Support the implementation of relevant, approved marketing campaigns and cross platform communication founded on the achievement of SITAs business objectives. 
• Provide strategic guidance to achieve customer engagement strategies that drive maximum ROI. 
• Perform journey mapping and analyze the business touch points to increase SITAs commercial opportunities in collaboration with key service owners and support functions, oversee the creation of models against lifetime value, retention, churn, loyalty and Customer Operations programmes. 
• Actively steer customer strategies together with service owners and support functions in the formation of ongoing Customer Operation strategies with a view to maximise solution/product proposals, KPI improvement, ROI, and business impact. 
• Provide input and guidance into service delivery action plan, including recovery plans where service delivery lapses 
• Ensure consistency in all customer engagement initiatives and programmes. 
• Review current solutions and align with the Provinces’ needs and the category of engagement to be utilized for the project/initiative. 
• Exercise initiative in directly reaching out to customers to gather feedback and ensure that the engagement team’s programmes are effective and of high quality and standards.
• Guide and share new and emerging customer engagement industry best practices across the business to enhance customer loyalty and retention. 
• Maintain strong knowledge and understanding of the current and emerging eCommerce/Digital strategies, trends, and techniques to achieve SITA’s targets and market share. 
• Review current solutions and align with the provinces’ needs engagement to be utilized for the projects/initiatives. 
• Exercise initiative in directly reaching out to customers to gather feedback and ensure that the engagement team’s programmes are effective and of high quality and standards. 
• Guide and share new and emerging customer engagement industry best practices across the business to enhance customer loyalty and retention. 
• Maintain strong knowledge and understanding of the current and emerging eCommerce/Digital strategies, trends, and techniques to 
• Achieve set Provincial SITA’s Financial targets and grow market share. 
• Perform ongoing monitoring and review of achievement against SLA and proactively identify potential challenges and propose corrective actions. 
• Take part in quarterly SLA meetings and determine customer satisfaction of SITA’s service delivery. 
• Define knowledge areas and Identify knowledge sets from different knowledge sources. 
• Ensure the capturing of acquired knowledge in the repository. 
• Provide detailed monthly CRM Data Analysis report 

Qualifications and Experience 

• Minimum: Bachelor Degree in Information Technology OR Computer Science OR Bachelor Degree in Commerce OR Business Administration OR Economics / BTech (NQF 7) Postgraduate related IT specialization (NQF 8) Honours Degree in Commerce (NQF8) A background in marketing, research and development is an added advantage. 
• Certification: Certification in TOGAF, COBIT, ITIL, or other IT related is an added advantage. 
• Experience: 8-10 years professional experience, including,  at least 2 years’ experience in ICT advisory services. at least 5 years’ experience in business development and ICT Sales, preferably in public sector. at least 4 years’ experience in a manager/senior manager role in a similar industry.