IT Customer Relationship Manager

Job Description Hello, IT Customer Relationship Manager Welcome to FNB, the home of the #Changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud with people that make it happen. As an IT Customer Relationship Manager, you will be in a team where experts come together and ignite effective change. We call these #changeables our nav-igators - people who want to use tech to help others nav-igate their lives and business. As nav-igators, we are made up of unique talents, diverse minds, adaptability and live up to the promise of staying curious Role Purpose Manage the relationship with customers to ensure operational efficiency. Responsibilities

• Act as a liaison between IT and various business units to ensure IT strategies align with business goals.
• Understand business objectives and translate them into IT requirements and solutions
• Build and maintain strong relationships with key stakeholders and business leaders.
• Facilitate communication between IT and business units to ensure mutual understanding and collaboration
• Oversee the delivery of IT services to ensure they meet business needs and performance expectations.
• Monitor and manage service levels, addressing any issues or discrepancies.
• Collaborate with business units to gather and document requirements for new IT projects or changes to existing services.
• Translate business needs into technical requirements for IT teams.
• Work with project managers to ensure IT projects are delivered on time, within scope, and aligned with business objectives.
• Support project planning, resource allocation, and risk management.
• Guide and support business units through changes in IT services or systems.
• Ensure that changes are effectively communicated and that users are adequately trained.
• Track and analyze the performance of IT services and solutions.
• Use metrics and feedback to identify areas for improvement and drive continuous improvement initiative
• Act as a point of escalation for issues related to IT services or projects.
• Coordinate with IT teams to resolve issues and ensure minimal impact on business operations.
• Identify opportunities for leveraging IT to enhance business processes and drive innovation.
• Stay updated on industry trends and emerging technologies that could benefit the organization
• Implement and maintain ITIL (Information Technology Infrastructure Library) best practices
• Work closely with other IT teams to ensure that issues are resolved quickly and efficiently.
• Analyze trend reporting (Service Level Reports) and ensure deviations from "agreed" service levels are addressed and necessary feedback provided to clients.
• Compiling of reports & management information, including presenting to senior stakeholders.
• Play a prominent communication role in Problem and Change Management to avoid disruption of service to clients.

Education and Experience

• Grade 12
• Degree/Diploma in the relevant field
• 5+ Years of experience (IT Customer Relationship Manager)
• Certifications: ITIL Foundation or advanced certification (e.g., ITIL Service Manager) is preferred Advanced experience of Microsoft Suits and SQL,
• Communication: Excellent communication and presentation skills, with the ability to explain complex technical issues to both technical and non-technical stakeholders.

You Will Have Access To

• Opportunities to network and collaborate.
• Challenging Working
• Opportunities to innovate.

We Can Be a Match If You Are

• Curious & courageous - you are driven by always wanting to know more and learn more and you are brave enough to
• Obsessed with mastery - you know what it takes to become good at what you do and are constantly pushing yourself to do it.

Are you interested to take the step? We look forward to engaging with you further. Apply now! #Post #FNB #LI-LM8 Job Details Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below. 02/04/25 All appointments will be made in line with FirstRand Groups Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

Information :

• Company : FirstRand
• Position : IT Customer Relationship Manager
• Location : Johannesburg, Gauteng
• Country : ZA