Client Relationship Manager,
Austria-Vienna-
IAEA Headquarters
(P-4)
International Atomic Energy Agency (IAEA)
MTIT-Client Services Section
Closing date: Sunday, 5 March 2017
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Main Purpose
Reporting to the Head of the Client Services Section, the Client Relationship Manager will be responsible for working with other Departments and Divisions in the Agency to understand their vision and roadmap, and communicate that information back to MTIT. The CRM ensures that these requirements and business processes are mapped to the business technology strategy and communicated through effective cross-channel interaction.
Role
The Client Relationship Manager is 1) a specialist engaging with the key decision makers and influencers in all Departments and Divisions to understand their vision and roadmap, and sharing that information back to MTIT, 2) a trusted advisor, working as the strategic interface to align with and support business process mapping (as is and to be). Setting clear and bold aspirations for the use of business technology to achieve the vision. Documenting and initiating the efforts necessary to deliver on these aspirations. 3) a professional, ensuring and enhancing the quality, consistency and relevance of communication processes, activities, and information shared with clients.
Functions / Key Results Expected
- Planning and delivering CRM strategies, working closely with all departments to ensure the CRM works effectively.
- Assisting clients in identifying and prioritizing IT requirements during their programme planning process. Collecting, mapping, and analysing key business processes within the organisation and maximising opportunities within the organization.
- Analysing and anticipating client’s needs and proposing best approaches to address them through development of IT plans, roadmaps, new products and services.
- Providing continuous feedback to clients regarding their requirements and solutions in the pipeline which could address their needs.
- Bridging gaps between client’s demands for services by reviewing MTITs Service catalogue, making sure that the content is up-to-date, consistent, aligned with the business technology strategy, and understood and acted upon by its intended audience.
- Acting as a client advocate, evaluating client needs continually and pro-actively by reaching out to clients to identify opportunities and gaps in the IT offerings.
- Mapping existing processes to the business objectives of the CRM strategy and making changes to processes inside-out (enterprise to client) to drive efficiencies, and outside-in (client to enterprise).
- Communicating MTIT’s plans and Agency business technology initiatives through effective channels.
Qualifications, Experience and Language skills
- Advanced university degree in Computer Science, Information Technology, Management or a related field.
- International recognized Certification in Project Management such as PMP or PRINCE2 Practitioner is desirable.
- International recognized Certification in Service Management such as ITIL Practitioner is desirable.
- Minimum of seven years of working experience as a client relationship manager, business analyst or project manager, in an information systems context.
- Minimum of five years of experience in IT service management and service delivery, supporting innovation and managing change.
- Experience in business process reengineering: Identifying opportunities for improvements, proposing new processes, and getting buy-in from stakeholders to implement;
- Excellent command of spoken and written English with special emphasis on drafting skills. Knowledge of another official IAEA language (i.e. Arabic, Chinese, French, Russian or Spanish) an asset.
Remuneration
The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at US $70647 (subject to mandatory deductions for pension contributions and health insurance), a variable post adjustment which currently amounts to US $ 21759*, dependency benefits, rental subsidy, education grant, relocation and repatriation expenses; 6 weeks' annual vacation, home leave, pension plan and health insurance