In2IT Technologies - Technical Relationship Manager

Job Title: Technical Relationship Manager

Department: Infra

Location: Cape Town (South Africa)

Type of Position: Full-time

Job Duties & Responsibilities

1. Build and maintain strong relationships with internal and external stakeholders, including customers, business units, and vendors.
2. Act as a primary point of contact for technical issues and inquiries.
3. Understand customer needs and translate them into technical requirements.
4. Possess a strong understanding of Voice over IP (VoIP) technology and related systems.
5. Provide technical guidance and support to users and other IT staff.
6. Understand the business needs of the organization and identify opportunities to improve the use of VoIP technology.
7. Develop and implement strategies to improve the customer experience.
8. Strong understanding of VoIP technology, including SIP, RTP, and other relevant protocols.
9. Experience with VoIP systems and platforms.
10. Troubleshooting and problem-solving skills.
11. Experience with network infrastructure and security.
12. Excellent communication and interpersonal skills.
13. Strong problem-solving and analytical skills.
14. Ability to build and maintain relationships.
15. Ability to work independently and as part of a team.
16. Several years of experience in IT, with a focus on VoIP technology.
17. Experience in project management and/or customer relationship management.
18. Ability to maintain a professional attitude while working in a fast-paced environment.
19. Excellent communication, organization, project management, and presentation skills.
20. Set up and manage regular meetings with MCE sub teams, ensure Service Level Agreements are met and coordinate all account-related activity, anticipate and avoid any service breaks or issues.
21. Schedule and facilitate regular meetings and maintain communication with all other supporters of assigned conference portfolios to allow for cross collaboration and knowledge sharing across each portfolio team.
22. Work with Business Development and Engagement Management to ensure optimum systems setup for new and existing projects.
23. Experience in operations with demonstrated progressively increasing responsibility, with a proven track record in process improvement and operational excellence in support of scaling a given business function.
24. Interfacing with internal product, technology, business, and operations teams to ensure partner and end user satisfaction.
25. Primary liaison between Product/Operations and regional businesses defining and delivering technology to enable and meet business strategy.
26. Build relationships as a trusted business partner both internally and externally while being a focal point for delivery of services.
27. Supporting business expansion into new territories, new partners, or initiatives.
28. Review and input into the development of relevant policies and procedures.
29. Day-to-day management of our compliance system.
30. Conduct risk assessments and identify potential compliance gaps.
31. Collaborate with cross-functional teams to ensure enterprise-wide compliance.
32. Define and establish clear SLAs with clients, vendors, and other stakeholders, ensuring alignment with business objectives and service expectations.
33. Monitor and track performance against SLAs, analyzing metrics to identify trends, areas for improvement, and potential service failures.
34. Develop and implement corrective actions and improvement initiatives to ensure service delivery standards are met.
35. Develop and maintain an action plan for any identified compliance or SLA deficiencies.
36. Collaborate with cross-functional teams to ensure seamless service delivery and compliance.
37. Act as a liaison between the company and external parties (e.g., clients, regulatory agencies, auditors) on compliance and SLA matters.
38. Review service delivery against performance metrics, track KPIs, and ensure continuous improvement.
39. Report and escalate to management as needed.
40. Recommend and implement improvements to asset management processes, policies, and systems.

This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as may be assigned.

1. A minimum of graduation or equivalent.
2. At least 5 years experience working in a professional environment interacting with or within a business area.
3. Experience in managing large IT compliance and vendor portfolios.
4. MBA or advanced degree is a plus.
5. Experience working within a technology organization strongly preferred.
6. Proven track record of managing SLAs and service delivery performance.

1. Strong organizational and time-management skills.
2. Excellent interpersonal skills with the ability to engage and collaborate with diverse teams.
3. Proactive, detail-oriented, and results-driven.
4. Ability to adapt quickly in a fast-paced environment.
5. Critical thinking and problem-solving skills.
6. Excellent communication and presentation skills (Written and Verbal).
7. Computer literacy, especially in Microsoft Office products and MS Project.
8. Excellent decision-making and leadership skills.
9. Strong knowledge of ITIL (Information Technology Infrastructure Library) practices and frameworks.
10. Strong attention to detail and problem-solving abilities.
11. Strong negotiation, communication, and relationship-building skills.
12. Deep understanding of IT services, software, hardware, and technology trends.
13. Ability to manage multiple projects and stakeholders in a dynamic environment.
14. Ability to work independently and as part of a team in a fast-paced environment.