• Contribute to the creation of communication plans, ensuring that appropriate information
is exchanged among key stakeholders
• Identify and recommend contingency measures.
• |
Maintain |
awareness |
of |
emerging |
technologies |
and |
Project/Program |
Management |
techniques
• Ensure proper use of systems, tools, methodologies, and technology to prepare for
decision-making and to achieve project health.
• Monitor emerging technologies for potential to maximize business performance
• Ensure proper project and Service Delivery reports are in place
People Supervisory |
• |
Manages (X) who will be responsible for (AB) vertical, category. |
JOB COMPETENCY
COMPETENCY PROFICIENCY
DESCRIPTION OF COMPETENCY
LEVEL
Ensure Organizational and
Team Member Success
Proficient
• Set organizational/team member goals, standards and success
measures,
• Work collaboratively with organizational peers,
• Provide performance feedback to improve performance or develop the
person
• Share relevant experiences.
Increase Stakeholder Buy-in
and Support
Proficient • Identify key stakeholders and sponsors
• Gain/maintain enthusiastic support from sponsors/influencers
• Build important relationships
• Successfully navigate organizational politics
Increase Client Satisfaction Exceptional • Respond to client needs with foresight, understanding and dedication
• Provide best-in-class services/products to meet client needs
• Manage programs/projects to meet contractual obligations
• Act with a sense of urgency and with a long-term perspective
Increase New Business
Opportunities
Exceptional
• Help translate client objectives and critical success factors into
actionable IT solutions and delivery models
• Identify compelling value-propositions,
• Where appropriate ensure leading innovation is exploited to a
client’s advantage,
• |
Ensure |
solutions |
meets |
client |
requirements |
and |
give |
COMPNAY’S/Client a competitive advantage and improve
Compnay’s expected business impact/benefit
• Identify and support new business opportunities
• Share new business opportunities with Sales engagement
organization |
to |
best |
leverage |
innovations |
and |
revenue |
realisation
Deliver Business Value Exceptional • Determine and document business growth opportunities
• Work with Sales and Solutions team to Design solutions that support
the client’s strategic direction
• Inspire significant changes in the technical/operational environment
that increase client revenue, decrease cost or increase productivity.
Achieve Compnay’s
Financial Targets
Exceptional
• Participate in the development of financial plans;
• Meet budget targets for Backlog renewals;
• Forecast and outlook financial needs on a monthly, quarterly, and
annual basis;
• Meet financial commitments,
Increase Client Satisfaction Exceptional
• Respond to client needs with foresight, thoroughness and dedication;
• Help Compnay’s to provide best in class services to existing clients by
driving excellence within the Delivery Management organization
• Support the identification of optimal solutions able to fully meet client’s
needs as well as to produce satisfactory economics for the company
• Manage capabilities to meet contractual obligations;
• Meet all client commitments
• Act with a sense of urgency and with a long-term perspective.
• Effectively prioritise to ensure optimal focus on high impact high value
problems/opportunities
Commit to Client Service Exceptional
• Create a culture which embraces high quality client
service across the organisation, ensuring that management
systems and processes drive service delivery outcomes
• Engage and negotiate with stakeholders on strategic issues
related to government policy, standards of client service
and accessibility, and provide expert, influential advice.
• Ensure that responsiveness to client needs is central to
the organisation’s strategic planning processes
• Set overall performance standards for service delivery across
the organisation and monitor compliance
Relationships
Communicate Effectively
Exceptional
• Articulate complex concepts and put forward compelling
arguments and rationales to all levels and types of audiences
• Speak in a highly articulate and influential manner
• State the facts and explain their implications for the
organisation and key stakeholders
• Promote the organisation’s position with authority and
credibility cross-government, cross-jurisdictionally and
outside of government
• Actively listen, and identify ways to ensure all have an
opportunity to contribute
• Anticipate and address key areas of interest for the audience
and adapt style under pressure
Crisis Management
Proficient • Accountable for providing approval on BCMS documents and
strategies
• Periodically monitor the effectiveness of BCMS through
‘Management Review’ meetings
• Accountable for Emergencies/Crisis for immediate response, recovery
response and restoration to normal, communication with the media;
and above all the safety and security of the employees
• Initiate Emergency/Crisis declaration and activation of recovery plans
• Prioritize activities during recovery and de-activation of Recovery
Plans
PERFOMANCE INDICATORS
FINANCIAL NON-FINANCIAL
• Account transformation revenue mix &
best shoring
• Achieve a minimum of recoverability as
per target.
• New Opportunity Identification
• Increase client satisfaction level with all contracted services.
• Compliance with targeted Net promoter score (NPS)
• % Retention Rate
• Increase Client use cases
• Ensure high quality project delivery
• Achieve targeted utilization level
QUALIFICATIONS, EXPERIENCE AND SKILLS
Minimum Qualifications:
• Bachelor’s Degree or above in Computer Science, Information Systems Management, Business
Management or a related field.
Minimum Experience: • 8-10 years relevant experience in IT Management or client experience executive role or
similar working in a local or international IT Outsourcing service provider environment.
• Solid understanding of IT service best practice.
• Experienced with financial management, working closely with vendors and working with
contracts
• Solid experience in Project Management
Job Specific Skills:
• Excellent command of English Language and Communication Skills
• Strong Planning and Organization Skills
• Apply modern theories of negotiation, management and leadership to real-world challenges
• Consistently position and build brand equity
• Strategic thinking and planning
• Client Challenge Empathy
• Advanced Experience in managing cross functional teams
• Advanced Experience in organizing activities
• Exceptional Listening, Perceiving, and Understanding