Senior Client Relationship Manager
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Tēnei tūranga – About the role
The Senior Client Relationship Manager is accountable during the design, management and implementation of ICT Branch services and throughout the service lifecycle, the analysis and coordination of relationships with and between stakeholders, taking account of the services they use.
The Senior Client Relationship Manager contributes to the operations of the Client Relationship team. The Client Relationship management team acts as the primary entry point into the ICT Branch for the business and will be the first escalation point for service delivery issues. The team will work with the business on a portfolio basis, and ensure that the business receives the ICT support and strategic advice that it needs.
The Senior Client Relationship Manager is responsible for ensuring quality and consistency of advice and practices in relation to their contribution to the team’s work.
Ngā herenga – Requirements of the role
Personal specifications
- Extensive experience in the building and maintaining of ICT stakeholder relationships and effective networks, across large
- In-depth experience in achieving business outcomes through leveraging ICT solutions and managing the performance level
- A relevant tertiary qualification or extensive experience in the ICT Operations environment; and a commitment to ongoing professional
- Must have the legal right to live and work in New Zealand
Takohanga tuhinga o mua – Key accountabilities and deliverables
The Senior Client Relationship Manager will be required to deliver results in the following areas:
- Contributing to the day-to-day work of the team. The Client Relationship management team acts as the primary entry point into the ICT Branch for the business and will be the first escalation point for service delivery issues.
- The team will work with the business on a portfolio basis and ensure that the business receives the ICT support and strategic advice that it needs.
- Delivery of ICT services, products and programmes that actively support and contribute to the achievement of the Ministry’s outcomes and that deliver to the needs of internal and external stakeholders.
Autonomy
- Works under broad
- Work is often self-initiated. Is fully responsible for meeting allocated technical and/or project/supervisory
- Establishes milestones and has a significant role in the assignment of tasks and/or
Influence
- Influences organisation, customers, suppliers, partners and peers on the contribution of own specialism.
- Builds appropriate and effective business relationships.
- Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget.
- Has significant influence over the allocation and management of resources appropriate to given assignments.
Complexity
- Performs an extensive range and variety of complex technical and/or professional work activities.
- Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts.
- Understands the relationship between own specialism and wider customer/organisational requirements.
Business Acumen
- Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives.
- Analyses, designs, plans, executes and evaluates work to time, cost and quality targets.
- Assesses and evaluates risk.
- Communicates effectively, both formally and informally.
- Demonstrates leadership.
- Facilitates collaboration between stakeholders who have diverse objectives. Takes all requirements into account when making proposals.
- Takes initiative to keep skills up to date.
- Mentors colleagues.
- Maintains an awareness of developments in the industry.
- Analyses requirements and advises on scope and options for continuous operational
- Demonstrates creativity, innovation and ethical thinking in applying solutions for the benefit of the customer/stakeholder.
Stakeholder relationship management
- Builds long-term, strategic relationships with senior stakeholders in the largest client organisations (internal or external).
- Acts as a single point of contact and facilitates access to colleagues and subject experts.
- Maintains a strong understanding of clients’ industry and business, assists clients in the formation of IT strategies, and acts to ensure that they are offered products and services aligned to these strategies.
- Negotiates at senior level on technical and commercial issues.
- Influences the development and enhancement of services, products and systems, and oversees the management and planning of business opportunities.
- Oversees monitoring of relationships and acts on relevant feedback.
Sales Support
- Leads the organisation's customer service activities to ensure that they are aligned with corporate objectives and policy.
- Approves proposals and initiates the implementation of development activity in customer services and systems.
Consultancy
- Takes responsibility for understanding client requirements, collecting data, delivering analysis and problem resolution.
- Identifies, evaluates and recommends options, implementing if required.
- Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements.
- Seeks to fully address client needs, enhancing the capabilities and effectiveness of client personnel, by ensuring that proposed solutions are properly understood and appropriately exploited.
Wellbeing, Health and Safety
- Displays commitment through actively supporting all safety and wellbeing initiatives.
- Ensures own and others safety at all times.
- Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
- Reports all incidents/accidents, including near misses in a timely fashion.
- Is involved in health and safety through participation and consultation.
Tō tūranga i roto i te Manatū – Your place in the Ministry
The Senior Client Relationship Manager position reports into the Manager Customer Delivery C&E within the Partnerships and Programmes branch. The branch sits within the Digital Data and Insights group.
To mātou aronga – What we do for Aotearoa New Zealand
Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.
To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.
As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).
Ngā matatau – Our competencies
Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.
Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.
Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.
Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.
Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.
Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.
Te Tiriti o Waitangi
As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.
Mahi i roto i te Ratonga Tūmatanui – Working in the public service
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.
In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.
What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission
