International Computing Centre Client Account Manager

ICC/12/NY/536
Applications from women are particularly encouraged for this vacancy.
Vacancy notice no.: ICC/12/NY/536
Date of issue: 27/09/2012
Functional title Client Account Manager – two years long-term, renewable Grade P.4 Official station New York, USA Organizational Location/Unit International Computing Centre (ICC)
Objectives of the programme: The objectives of the Centre, as stated by its mandate, are to provide information and communication technology (ICT) services (including training) on an inter-organizational basis.
Description of duties: The successful candidate will: Strengthen the partnership relation with the client organizations • Act as the main business point of contact between ICC and the clients IT management • Meet regularly with assigned clients • Collect and understand the client ICT strategy and planning, identify its needs for ICT services, maintain a business plan and support the client in building its business cases • Promote the ICC brand and unique service points Manage the business processes for the assigned clients • Gather client requirements, coordinate Service Proposal creation with other ICC units and present resulting Proposals to the clients • Ensure timely delivery of Proposals, Master SDAs and other reports for the client • Continually monitor alignment of services requested with those delivered as per the respective Service Delivery Agreement (SDA) • Monitor financial matters for assigned 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 • Develop and maintain Quality of Service metrics in coordination with the Operations and Technology Division (OTD) • Monitor and track response to Service requests and resolution of incidents to ensure corrective action is taken • Pro-actively follow the client satisfaction and collect suggestions for service improvement • Facilitate communication from and to the clients Develop new business opportunities • In close collaboration with colleagues from the Operations and Technology Division (OTD), keep abreast of developments in the IT industry to identify technologies for potential new business opportunities • Identify potential new clients • Identify potential new services to be offered by ICC Prepare reports for the ICC Management, the Management Committee and other bodies. Perform other duties as required.
Qualifications required:
Education and Skills University degree in Business Administration, Computer Information Science or related field. Master’s Degree in Business Administration is desirable. Excellent communication and inter-personal skills, both written and oral. The ability to assimilate, analyse and present information in a structured and persuasive manner. Excellent presentation skills. Ability to define and follow a structured methodology towards completing work assignments. Negotiation skills are desirable. Experience Eight years’ experience in the information technology or similar sector in Business Management, Product Management, Customer Relationship Management or related areas with a minimum of two years at the international level. Marketing experience is desirable. Contract and Service Level Management experience is desirable. Pre-/Post-sales customer support experience is desirable. ICC Global Competencies • Communicating in a credible and effective way: Expresses oneself clearly in conversations and interactions with others; listens actively. Produces effective written communications. Ensures that information is shared. • Knowing and managing yourself: Manages ambiguity and pressure in a self-reflective way. Uses criticism as a development opportunity. Seeks opportunities for continuous learning and professional growth. • Producing results: Produces and delivers quality results. Is action oriented and committed to achieving outcomes. • Building and promoting partnerships across the organization and beyond: Develops and strengthens internal and external partnerships that can provide information, assistance and support to ICC. Identifies and uses synergies across the Organization and with external partners. • Promoting ICC’s position: Positions ICC as a leader in ICT services. Gains support for ICC’s mission. Coordinates, plans and communicates in a way that attracts support from intended audiences. Languages Expert knowledge of English is required. Intermediate knowledge of French is desirable.
Technical and/or personality tests may be carried out as part of the selection process.
Annual Salary Estimation: USD 111,700 (net of tax at single rate, inclusive of Post Adjustment)
Closing date for applications: 07/11/2012
Only short-listed candidates will be contacted.
The ICC retains the right not to make any appointment for this vacancy, to make an appointment at a lower grade or to make an appointment with a modified job description or for shorter duration than indicated above.