Manager - Technology

 Job Summary

The IT Client Manager serves as the primary liaison between the IT department and external clients, ensuring the delivery of high-quality technology solutions and services. This role is responsible for managing client relationships, understanding business needs, coordinating service delivery, and driving customer satisfaction through proactive engagement and strategic support.

 Key Responsibilities

• Client Relationship Management
• Build and maintain strong relationships with assigned clients.
• Act as the main point of contact for IT-related queries, escalations, and service requests.
• Conduct regular client meetings and reviews to assess satisfaction and identify improvement areas.
• Service Delivery Oversight
• Coordinate with internal IT teams to ensure timely and effective delivery of services.
• Monitor SLAs, KPIs, and performance metrics to ensure compliance and quality.
• Facilitate onboarding and offboarding processes for client accounts.
• Technical Consultation
• Understand client business processes and recommend appropriate IT solutions.
• Collaborate with technical teams to design and implement tailored solutions.
• Translate technical language into business-friendly communication.
• Project Coordination
• Support the planning and execution of IT projects for clients.
• Track progress, manage timelines, and ensure deliverables meet expectations.
• Communicate project status and risks to stakeholders.
• Issue Resolution & Escalation
• Handle client complaints and resolve issues efficiently.
• Escalate complex problems to appropriate technical teams and follow through to resolution.

 Qualifications & Skills

• Bachelor’s degree in IT, Computer Science, Business, or related field.
• 5+ years of experience in IT service delivery or client management.
• Strong understanding of IT infrastructure, software solutions, and service management.
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to manage multiple clients and priorities.
• Experience with ITSM tools (e.g., ServiceNow, Jira) and CRM platforms.
• Certifications such as ITIL, PMP, or similar are a plus.

 Preferred Attributes

• Customer-centric mindset with a proactive approach.
• Strategic thinker with problem-solving capabilities.
• Ability to work independently and collaboratively across teams.
• Comfortable in fast-paced, dynamic environments.