Relationship Manager /Client Account Manager

IT Relationship Manager

Job Summary:

This role focuses on building and maintaining strong relationships, understanding business needs, translating those needs into solutions, and ensuring alignment between strategy and business objectives.

Responsibilities:

Relationship Management & Communication:

• Serve as the primary liaison between CGI and clients, building and maintaining strong, trusted relationships.
• Proactively engage with business stakeholders to understand their needs, challenges, and priorities.
• Facilitate regular meetings and communication channels to ensure clear and consistent information flow.
• Act as a trusted advisor, providing guidance and recommendations on solutions and strategies.
• Manage expectations and address concerns related to services and processes.
• Mediate and resolve conflicts between CGI and business stakeholders.

Business Analysis & Requirements Gathering:

• Collaborate with business stakeholders to identify and document business requirements.
• Translate business requirements into clear and concise specifications.

IT Strategy & Planning:

• Contribute to the development and implementation of strategies and roadmaps aligned with business objectives.
• Stay abreast of emerging technologies and industry trends and assess their potential impact on the business.
• Participate in governance activities.

Project Management & Service Delivery:

• Collaborate with client project managers and teams to ensure successful delivery of projects.
• Provide input on improvement initiatives.
• Track and report on performance metrics and key performance indicators (KPIs).

Required Skills & Qualifications:

• Bachelors degree in Information Technology, Business Administration, or a related field.
• Proven experience in relationship management or a related role.
• Strong understanding of IT infrastructure, applications, and services.
• Excellent communication, interpersonal, and presentation skills.
• Strong analytical and problem-solving skills.
• Ability to build and maintain strong relationships with stakeholders at all levels.
• Ability to translate technical concepts into business terms.
• Experience with project management methodologies (e.g., Agile, Waterfall).
• Understanding of ITIL or other IT service management frameworks.
• Strong business acumen and understanding of business processes.
• Ability to work independently and as part of a team.
• Experience with vendor management.
• Experience with budget management.

Preferred Qualifications:

• Relevant certifications (e.g., ITIL, PMP, CBAP).
• Experience in a specific industry relevant to the companys business.
• Advanced degree in a related field.

Key Performance Indicators (KPIs):

• Business satisfaction with IT services.
• Alignment of IT projects with business objectives.
• Successful delivery of IT projects on time and within budget.
• Improvement in business processes through technology.
• Strength of relationships with business stakeholders.
• Adherence to SLAs.
• Value generated from IT investments.

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