Job Description

Job Description

The Assistant Manager will take on a strategic role in managing client relationships and ensuring the delivery of Group ICT services. This role involves overseeing key accounts, managing performance reporting, facilitating IT project requests, and handling escalations. The Assistant Manager will also collaborate with ICT leadership to align services with client needs. The scope of work is not limited to the responsibilities listed and may expand based on organizational requirements.

Duties and Responsibilities:

• 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.
• Facilitate regular communication and offer technical advice upon consultation with Group ICT leadership to address client inquiries and concerns.
• Identify opportunities to enhance client satisfaction and propose improvements to ICT services.

Stakeholder Engagement:

• Engage with internal teams and ICT leadership to ensure services are aligned with client expectations.
• Ensure transparent and timely communication regarding ICT initiatives and service updates.
• Gather feedback from clients to drive continuous improvement in ICT service delivery.
• Oversee the ICT Project Request (PSR) process, ensuring all requirements are captured and requests are handled efficiently.

Performance Reporting & Issue Escalation:

• Take ownership of monthly performance reports, presenting them to clients, highlighting key achievements and areas for improvement.
• Proactively manage escalations, ensuring issues are resolved promptly and communicated effectively to clients.
• Monitor service delivery trends and recommend corrective actions for improvement.

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 10+ years of work experience with minimum 7 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

Job Requirements