Applications from women are particularly encouraged for this vacancy

Purpose of the Position:

The purpose of the post is to act as the focal point for the business relationship between ICC and assigned existing/new client organizations.

The incumbent will work under the direct supervision and guidance of the Chief, Business Relationship Management Section (CPR) within the Client and Projects Division and in close collaboration with the CPR team on the following duties and responsibilities:

S/he is responsible for managing and monitoring the overall business relationship including:

• Coordinating and strengthening the partnership relation with the client organizations
• Understanding the client ICT strategy and identifying and promoting new services for clients
• Managing the end-to-end Engagement Process for new services and projects
• Coordinating the contractual relationship between the client and ICC
• Monitoring the alignment of services requested with those delivered as per the respective Service Delivery Agreement (SDA)
• Monitoring the alignment of the projects requested with those delivered as per the respective Project Agreement (PA)
• Monitoring of customer satisfaction and quality of service with a view to continuously improve ICC services

Objectives of the Programme:

The objectives of the Centre, as stated by its mandate, are to provide information and communication technology (ICT) services and projects (including training) on an inter-organizational basis. ICC works with its Clients through a network of Business Relationship Managers. This post will complement the team of Business Relationship Managers to achieve the aforementioned purpose.

Main duties and responsibilities:

• Strengthen the partnership relation with the client organizations
• Act as the main business point of contact between ICC and the clients IT management
• Meet regularly with assigned clients to manage and monitor effectively the overall business relationship
• Collect and understand the client ICT strategy and planning, identify its needs for ICT services, maintain a business plan and support the client in building its business cases
• Promote the ICC brand and unique service points

Manage the business processes for the assigned clients.

• Gather client requirements, coordinate Service Proposal creation with other ICC units and present resulting Proposals to the clients
• Ensure timely delivery of Proposals, Master SDAs and other reports for the client
• Continually monitor alignment of services and projects requested with those delivered as per the respective Service Delivery Agreement (SDA) and Project Agreements (PA)
• Monitor financial matters for assigned clients (funding, invoicing, charging, state of accounts, etc.)
• Assist in the establishment of information systems, and update them regularly providing information on the status of SDAs and the delivery of services
• Contribute to the Development of Quality of Service metrics in coordination with the Operations Division (OP)
• Pro-actively follow the client satisfaction and collect suggestions for service improvement
• Facilitate communication from and to the clients

Develop new business opportunities.

• In close collaboration with colleagues from the Operations Division (OP), keep abreast of developments in the IT industry to identify technologies for potential new business opportunities
• Identify and acquire new clients for ICC
• Identify potential new services to be offered by ICC and contribute to their development

Prepare reports for the ICC Management, the Management Committee and other bodies.

Perform other duties as required.

Experience and Skills required:

Essential:

• Seven years’ experience in the information technology or similar sector in Business Management, Product Management, Customer Relationship Management or related areas with a minimum of two years at the international level
• Ability to listen actively and excellent communication, and inter-personal skills, both written and oral
• The ability to assimilate, analyse and present information in a structured and persuasive manner
• Excellent presentation skills
• Ability to define and follow a structured methodology towards completing work assignments
• Negotiation skills
• Broad technical background and knowledge of IT services

Desirable:

• Marketing experience
• Contract and Service Level Management
• Pre-/Post-sales customer support

Education:

Essential:

• Master’s level university degree (or equivalent educational qualifications) in Business Administration, Computer Information Science or related field
• A first university degree and an additional 4 years of work experience relevant to the vacancy may be substituted to a Master’s degree

Languages:

• Expert knowledge of English is required
• Intermediate knowledge of French or Spanish is desirable

ICC Global Competencies:

• Teamwork: Develops and promotes effective relationships with colleagues and team members. Deals constructively with conflicts.
• Communicating: Expresses oneself clearly in conversations and interactions with others; listens actively. Produces effective written communications. Ensures that information is shared.
• Respecting and promoting individual and cultural differences: Demonstrates the ability to work constructively with people of all backgrounds and orientations. Respects differences and ensures that all can contribute.
• Knowing and managing yourself: Manages ambiguity and pressure in a self-reflective way. Uses criticism as a development opportunity. Seeks opportunities for continuous learning and professional growth.
• Producing results: Produces and delivers quality results. Is action oriented and committed to achieving outcomes.
• Building and promoting partnerships across the Organization and beyond: Develops and strengthens internal and external partnerships that can provide information, assistance and support to ICC. Identifies and uses synergies across the Organization and with external partners.

Compensation:

Annual Salary Estimation (net of tax at single rate, including post adjustment 50,4% on August 2020: USD$ 110,568

UNICC also offers generous leave and absence allowances, flexible working hours, overtime compensation, teleworking, access to training, and depending on eligibility other benefits such as relocation grant, dependency allowance, language allowance, or education grant.

Closing date for applications:

Applications will be accepted until the suitable candidate is identified.

Notes:

• Technical and/or personality tests may be carried out as part of the selection process
• Only short-listed candidates will be contacted
• Though you may not be selected for this advertised position, the ICC will keep your application in a roster if your profile is deemed to be of potential interest for the Centre. You may thus be solicited by our HR department to participate in an interview for another position

Applications from women are particularly encouraged for this vacancy