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

- Build and maintain strong relationships with internal and external stakeholders, including customers, business units, and vendors.

- Act as a primary point of contact for technical issues and inquiries.

- Understand customer needs and translate them into technical requirements.

- Possess a strong understanding of Voice over IP (VoIP) technology and related systems.

- Provide technical guidance and support to users and other IT staff.

- Understand the business needs of the organization and identify opportunities to improve the use of VoIP technology.

- Develop and implement strategies to improve the customer experience.

- Strong understanding of VoIP technology, including SIP, RTP, and other relevant protocols.

- Experience with VoIP systems and platforms.

- Troubleshooting and problem-solving skills.

- Experience with network infrastructure and security.

- Excellent communication and interpersonal skills.

- Strong problem-solving and analytical skills.

- Ability to build and maintain relationships.

- Ability to work independently and as part of a team.

- Several years of experience in IT, with a focus on VoIP technology.

- Experience in project management and/or customer relationship management.

- Ability to maintain a professional attitude while working in a fast-paced environment

- Excellent communication, organization, project management, and presentation skills

- Sets 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

- Schedules and facilitates regular meetings and maintains communication with all other supporters of assigned conference portfolios to allow for cross collaboration and knowledge sharing across each portfolio team

- Work with Business Development and Engagement Management to ensure optimum systems setup for new and existing projects.

- 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

- Interfacing with internal product, technology, business and operations teams to ensure partner and end user satisfaction

- Primary liaison between Product/Operations and regional businesses defining and delivering technology to enable and meet business strategy

- Build relationship as a trusted business partner both internally and externally while being a focal point for delivery of services

- Supporting business expansion into new territories, new partners or initiatives

- Review and input into the development of relevant policies and procedure

- Day-to-day management of our compliance system

- Conducting risk assessments and identifying potential compliance gaps

- Collaborating with cross-functional teams to ensure enterprise-wide compliance

- Define and establish clear SLAs with clients, vendors, and other stakeholders, ensuring alignment with business objectives and service expectations.

- Monitor and track performance against SLAs, analyzing metrics to identify trends, areas for improvement, and potential service failures.

- Develop and implement corrective actions and improvement initiatives to ensure service delivery standards are met.

- Develop and maintain an action plan for any identified compliance or SLA deficiencies.

- Collaborate with cross-functional teams to ensure seamless service delivery and compliance.

- Act as a liaison between the company and external parties (e.g., clients, regulatory agencies, auditors) on compliance and SLA matters.

- Review service delivery against performance metrics, track KPIs, and ensure continuous improvement.

- Report and escalate to management as needed.

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.

Competency Requirement

Education or Academic Qualification

- A minimum of graduation or equivalent.

- At least 5 years experience working in a professional environment interacting with or within a business area

- Experience in managing large IT compliance and vendor portfolios.

- MBA or advanced degree is a plus.

- Experience working within a technology organization strongly preferred

- Proven track record of managing SLAs and service delivery performance.

Skills required (Soft & Technical)

- Strong organizational and time-management skills.

- Excellent interpersonal skills with the ability to engage and collaborate with diverse teams.

- Proactive, detail-oriented, and results-driven.

- Ability to adapt quickly in a fast-paced environment.

- Critical thinking and problem solving

- Excellent communication and presentation skills (Written and Verbal)

- Computer literacy, especially in the Microsoft Office products and MS Project

- Excellent decision-making and leadership skills

- Strong knowledge of with ITIL (Information Technology Infrastructure Library) practices and frameworks.

- Strong attention to detail and problem-solving abilities.

- Strong negotiation, communication, and relationship-building skills.

- Deep understanding of IT services, software, hardware, and technology trends.

- Ability to manage multiple projects and stakeholders in a dynamic environment.

- Ability to work independently and as part of a team in a fast-paced environment