The purpose of the post is to act as the focal point for the business relationship between UNICC and existing or new small to mid-sized clients. The incumbent will be responsible for the coordination and strengthening of the partnership between UNICC and the clients, managing the end-to-end engagement process and identifying and promoting new products and services to clients.
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. UNICC works with its Clients through a network of Business Relationship Managers.
Main duties and responsibilities:
The incumbent will work under the direct supervision and guidance of the Chief, Business Relationships Section (DBR) within Directorate and in close collaboration with the DBR team. The incumbent will support the DBR team and be responsible in collaboration with the DBR team for small to mid-sized clients. The incumbent could be requested to do any other tasks of similar level in related fields.
The incumbent will perform the following duties:
Support a core group of Business Relationship manager in delivering their function
Maintain effective relationship with a set of existing small to mid-sized clients, including conducting regular meetings
In collaboration with the assigned core DBR team, propose ICT services based on the client ICT strategy and maintain a business plan
Manage the business processes for assigned clients:
Under close guidance, collect client requirements, prepare and present Service Proposal to the client in collaboration with the core DBR team
Contribute to the timely delivery of Proposals, Master SDAs and other reports for the client
Monitor alignment of services and projects requested with those delivered as per the respective Service Delivery Agreement (SDA) and Project Agreements (PA) for the core DBR team or assigned small to mid-sized clients
Monitor financial matters for assigned small to mid-sized 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 up on the client satisfaction and collect suggestions for service improvement
Propose potential new services to be offered by UNICC to clients and contribute to their development
Prepare reports for the UNICC Management, the Management Committee and other bodies
Provide other ad hoc support either within your team or in other teams as required – this includes the participation in special projects or support to service delivery for short period of time on a part-time or full time basis upon request from the senior management
Recruitment Profile
Experience and Skills required:
Essential:
A minimum of five (5) years of relevant IT experience, including in Business Management, Product Management, Customer Relationship Management or related areas preferably at the international level
Proven experience in liaising and maintaining relationships with customers/client
Proven experience in preparing and delivering presentations to various target audiences
Ability to define and follow a structured methodology towards completing work assignments
Excellent negotiation skills
Broad technical background and knowledge of IT services
Desirable:
Marketing experience
Experience in Contract and Service Level Management
Experience in Pre-/Post-sales customer support
Education:
Essential:
First level university degree in Business Administration, Public Administration, International Relations, Computer Science or related field
Languages:
English: Expert knowledge is required
French: Intermediate knowledge is desirable
Other language: Spanish, Intermediate knowledge is desirable
