Job Description

The Senior Executive will support Group ICT in managing client relationships by understanding client needs, coordinating IT project requests, and ensuring effective communication regarding ICT services. This role involves assisting in performance reporting, tracking issue resolutions, and maintaining documentation. The scope of work is not limited to the responsibilities listed and may evolve based on business needs.

Duties and Responsibilities:
 

1. Client Relationship Management:

• Serve as the primary point of contact between Group ICT and clients.
• Build and maintain strong, collaborative relationships with clients to understand their IT needs and also their pain points.
• Assist in coordinating service requests and ICT Project Requests (PSR), ensuring they are submitted accurately and on time.

2. Service Delivery and Stakeholder Coordination:

• Work closely with internal ICT teams to facilitate service delivery and communicate timelines to clients.
• Assist in gathering feedback from clients to support continuous service improvements.
• Monitor the status of ICT services and requests and update clients accordingly.

3. Performance Reporting & Issue Escalation:

• Present the Group ICT monthly performance report to clients, highlighting key achievements and areas for improvement.
• Identify and escalate any issues raised by clients to the relevant internal teams for resolution.
• Monitor progress on escalated issues and keep clients informed on the status until resolution.

4. Compliance and Documentation:

• Ensure all proposals and communications adhere to internal policies and standards.
• Maintain accurate records of client communications, Project requests, and reports.

Personal Style and Behavior 

• Firm and diplomatic. 

• Approachable and helpful. 

• Flexible, willing, and able to adapt to any situation

• High level of confidentiality and discretion. 

Qualifications & Skills:

• Bachelor’s degree in Information Technology, Business Administration, or a related field.

• Overall 5+ years of work experience with minimum 3 years in account management, client relationship management, or IT service delivery.

• Strong communication and presentation skills, with the ability to engage with clients at various levels.

• Solid understanding of IT solutions and services to address client needs effectively.

• Strong organizational skills and attention to detail.

• Problem-solving mindset with the ability to escalate issues effectively.

About Governance, Assurance, & Planning (GAP): 

GAP aims to close the knowledge gap and make all relevant data easier to access across the Group ICT Department so that we can align on a “single source of truth”. We are devoted to building a team with diversity of thought, background and experience. Our goal is to drive a vibrant culture of transparency and collaboration, so that every person has deeper opportunities to excel, while doing meaningful work. 

• The unit will centrally manage: 

  • Governance and SOPs, 

  • Risk management, 

  • Audit monitoring and closures, 

  • Cybersecurity coordination, 

  • Financial administration and planning, and 

  • Strategy planning

  • Account management

• GAP will monitor, maintain and enforce policies and will also liaise with other Group ICT departments for related deliverables and submissions 

• GAP will identify, organize, review and maintain where applicable, all data related to projects, assets and systems under care, contracts and financials