Coordinator - Business Relationship Management

Organizational Context

The United Nations Office at Nairobi (UNON) serves as the UN headquarters in Africa, established in 1996. It provides representation and liaison functions and supports UN Environment Programme (UNEP), UN Human Settlements Programme (UN-Habitat), and Resident Coordination Systems globally. UNON offers administrative, security, conference, and information services to UN offices in Kenya and globally, operating within the Information and Communications Technology Section (ICTS) of the Division of Administrative Services (DAS).

Job Purpose

This role is crucial for the UNON/ICTS Business Relationship Management team, focusing on building strong client relationships across the UNON Gigiri campus and East Africa. The volunteer will lead marketing and outreach efforts, promote UNON/ICTS products and services, and maintain the ICTS catalogue. Key responsibilities include analyzing service and product costs for client billing in line with service level agreements, collaborating with UNON/BFMS and UN/OICT/BRM teams. Success requires a strong understanding of IT products and services, ITIL-based practices, advanced Microsoft Office skills, and robust business analytics capabilities.

Responsibilities

The volunteer will engage clients and internal stakeholders to support marketing and sales campaigns, identify client needs, and address concerns. Responsibilities include conducting client outreach for product/service development and evaluation, monitoring client feedback, and recommending improvements. The role involves liaising with clients and relevant parties to ensure issue resolution. The volunteer will guide the development of ICT strategic initiatives, define Key Performance Indicators (KPIs) aligned with business objectives, and implement Service Level Agreements (SLAs) to measure ICTS performance. Analysis of KPI data for trends and optimization, report preparation, and conducting consulting assignments with clients, including workshops, are also key duties. Additionally, the role supports costing, budgeting, and funding activities, and may involve leading training workshops and delivering presentations.

Work Experience

A minimum of five years of relevant IT experience is required, including roles in Business Management, Product Management, or Customer Relationship Management, preferably at the international level. Demonstrated ability to build client relationships and deliver presentations is essential. Strong negotiation skills, a broad technical understanding of IT services, and experience in marketing, contract and service level management, and pre/post-sales customer support are also necessary. A solid understanding of IT products/services, ITIL best practices, Microsoft Office proficiency, and working knowledge of business/data analytics are required.

Skills

Key competencies include Professionalism, Creativity, Client Orientation, and Planning & Organizing. Professionalism involves demonstrating competence, efficiency, and persistence. Creativity entails seeking improvements and offering new solutions. Client Orientation focuses on understanding and meeting client needs. Planning & Organizing involves setting clear goals, prioritizing tasks, and managing time effectively. Expertise in Information Technology and Telecommunications, and Administration is also required.

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