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Manager (Business Engagement)
3 weeks ago
You will be responsible for creating and maintaining positive customer relationships by acting as the primary point of contact for any ICT related requests and issues. You will be responsible for ensuring overarching service delivery aligns with customers agreements. You will have strong analytical skills which you will use to identify opportunities which will enable customers to meet their strategic and organisational goals. You will have excellent communication and interpersonal skills.
Your key accountabilities
**The core capability requirements for this role are**:
- Develop and maintain strong, long-term client relationships through understanding client agency strategy, business processes and individual ICT needs and representing this back into Frontline and Digital Division.
- Consult and collaborate with business representatives to document formal business requirements to enable solution design and work collaboratively to develop cost estimates.
- Own the engagement, new business and pipeline management process and work closely with the design team on solution definition and service design processes.
- Oversee the work of a small team within Business Engagement to ensure customer expectations are being met and the team is delivering as required.
- Work with senior customers and stakeholders to develop and monitor Service Level Agreements and Key Performance Indicators.
- Manage stakeholder relationships, expectations, including the identification of possible political and high-risk matters ensuring that they are dealt with in a timely and professional manner.
**Role Requirements**:
**Highly Desirable**:
There are no mandatory qualifications, however ITIL V4 Foundation certification would be highly desirable.
**Desirable**:
**SFIA Skills**:
The following technical criteria reflect relevant professional skills and competencies from the Skills Framework for the Information Age (SFIA) Framework relevant to this role: Level: 5Skill Code: OCDV
Further information can be found on the SFIA site by searching for the 'skill' code (e.g. ITMG) and then referring to the skills listed under the applicable 'level' e.g. level 5.
Applications to remain current for 12 months.This work is licensed under a Creative Commons Attribution 3.0 Australia License.
