Coordinator - Business Relationship Management

Volunteering IT & Telecom Admin

Overview

Lead strategic ICT business solutions and client relations.

You have:

• At least five years of relevant IT experience, including roles in Business Management, Product Management, Customer Relationship Management, or related fields, preferably at the international level.
• Demonstrated ability to build and maintain client relationships and deliver presentations to diverse audiences.
• Strong negotiation skills and a broad technical understanding of IT services.
• Additional experience in marketing, contract and service level management, and pre- and post-sales customer support is also required.
• The candidate needs a solid understanding of information technology products and services, and ITIL based best practices with a working knowledge of Microsoft Office tools such as Word, Outlook, Excel, and PowerPoint.
• Working knowledge of business/data analytics (Dashboards and Reports).

Contract

This is a UNV contract. More about UNV contracts.

UNON supports programme implementation of the United Nations Environment Programme (UNEP), the United Nations Human Settlements Programme (UN-Habitat), and the Resident Coordination Systems (RCS) globally, as well as other UN offices in Kenya, by providing administrative, security, conference and information services (www.unon.org). This post is located in the Nairobi duty station, within the Information and Communications Technology Section (ICTS) of the Division of Administrative Services (DAS) in UNON. Under the general guidance and supervision of the Chief, UNON/DAS/ICTS, the Coordinator - Business Relationship Management is responsible for the planning, implementation and monitoring of strategic ICT Business solutions, and products/services within the ICT Service.

This position is key to the UNON/ICTS Business Relationship Management team, responsible for building strong client relationships across the UNON Gigiri campus and East Africa. The volunteer will lead marketing and outreach, promote UNON/ICTS products and services, maintain the ICTS catalogue, and work with UNON/BFMS and UN/OICT/BRM teams to analyse service and product costs for client billing in line with service level agreements. Success in this role requires strong knowledge of IT products and services, advanced Microsoft Office skills, and strong business analytics capabilities.

The voluntee lead marketing and outreach, promote UNON/ICTS products and services, maintain the ICTS catalogue, and work with UNON/BFMS and UN/OICT/BRM teams to analyse service and product costs for client billing in line with service level agreements. Success in this role requires working knowledge of IT products and services, ITIL based practices, and working knowledge of Microsoft Office skills, and strong business analytics capabilities.

Under the supervision of the Chief, Innovation and Business Solutions, the volunteer will perform the following tasks: • Actively engages with clients and coordinates with internal stakeholders to support marketing and sales campaigns, identify client needs, and address concerns. • Conducts regular client outreach to support the development, implementation, and evaluation of products and services. Monitors client feedback analyses products and services for improvements, reviews cost factors and documentation, and recommends corrective actions as needed. • Liaises with clients and relevant parties, tracking follow-up actions to ensure resolution. • Guides the development and implementation of locally tailored ICT strategic initiatives in collaboration with clients. Works with internal teams to define Key Performance Indicators (KPIs) aligned with business objectives and client requirements. Develops and implements Service Level Agreements (SLAs) and KPIs to measure ICTS service performance, incorporating client feedback for continuous improvement. • Monitors and analyses KPI data to identify trends and optimization opportunities. Prepares reports and presentations to communicate KPI results and insights to stakeholders and remains current with best practices in KPI and SLA management. • Research, analyses, and presents information from diverse sources. Conducts consulting assignments with clients, including planning and facilitating workshops and supporting the development of change management action plans. • Assists in developing guidance by reviewing and analysing costs, issues, and trends, and preparing evaluations and research studies. Designs and implements survey initiatives, analyses responses, and prepares conclusions. Prepares written outputs, including business analytics reports, background papers, and contributions to publications. • Provides substantive support to meetings and conferences, including proposing agenda topics, identifying participants, and preparing documents and presentations. • Leads ICT client and new business activities, conducts training workshops and seminars, and delivers presentations on assigned topics. • Coordinates activities related to costing, budgeting, and funding, including project preparation, progress reports, and financial statements, and prepares related documentation. • Performs other related duties as required.

• PROFESSIONALISM: Shows pride in work and in achievements. Demonstrates professional competence and mastery of subject matter. Is conscientious and efficient in meeting commitments, observing deadlines and achieving results. Is motivated by professional rather than personal concerns. Shows persistence when faced with difficult problems or challenges. Remains calm in stressful situations. • CREATIVITY: Actively seeks to improve programmes or services. Offers new and different options to solve problems or meet client needs. Promotes and persuades others to consider new ideas. Takes calculated risks on new and unusual ideas; thinks "outside the box". Takes an interest in new ideas and new ways of doing things. Is not bound by current thinking or traditional approaches. • CLIENT ORIENTATION: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view; establishes and maintains productive partnerships with clients by gaining their trust and respect; identifies clients’ needs and matches them to appropriate solutions; monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems; keeps clients informed of progress or setbacks in projects; meets timeline for delivery of products or services to client. • PLANNING AND ORGANIZING: Develops clear goals that are consistent with agreed strategies. Identifies priority activities and assignments; adjusts priorities as required. Allocates appropriate amount of time and resources for completing work. Foresees risks and allows for contingencies when planning. Monitors and adjusts plans and actions as necessary. Uses time efficiently.

• At least five years of relevant IT experience, including roles in Business Management, Product Management, Customer Relationship Management, or related fields, preferably at the international level. • Demonstrated ability to build and maintain client relationships and deliver presentations to diverse audiences. • Strong negotiation skills and a broad technical understanding of IT services. Additional experience in marketing, contract and service level management, and pre- and post-sales customer support is also required. • The candidate needs a solid understanding of information technology products and services, and ITIL based best practices with a working knowledge of Microsoft Office tools such as Word, Outlook, Excel, and PowerPoint • working knowledge of business/data analytics (Dashboards and Reports).

The Republic of Kenya is an equatorial nation on the coast of East Africa, neighbouring Somalia, Ethiopia, Sudan, Uganda, Tanzania, and the Indian Ocean. Kenya has two levels of Government; National Government and 47 sub-national Governments called Counties. Counties are further divided into sub-counties. Kenya is a multi-party state with Executive, Legislative, and Judicial branches. Kenya’s population of more than 40 million is growing at an annual rate of 2.2%. The country’s GNP per capita estimated at purchasing power parity (PPP) is $975, and the GNP is growing at an average rate of 0.1% annually. More than 26% of Kenya’s people live below the international poverty line of $1 per day. Kenya’s main food crops are “maize, wheat, pulses, roots and tubers.” (FAO).

Nairobi is a modern metropolitan city where most basic goods and services, health facilities, public transport, telecommunication and banking services and educational facilities are readily available. The city is widely connected through its main airport, Jomo Kenyatta International Airport and the smaller Wilson Airport. Air transport is also available to many up-country destinations. The city is home to some 3,000 UN personnel mainly attributed to the fact that it serves as the headquarters for both the UN HABITAT and UNEP.

The socio-economic and cultural background of the immediate society the UNV would be living and working in is diverse and prevailing security conditions at the place of assignment is modest. The topographic and climatic features of the assignment location is highland cool and warm tropical climate.

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Potential interview questions

Added 1 month ago - Updated 28 days ago - Source: unv.org