Client Manager for IT Services

About the role

The Client Manager III supports a university unit by identifying and fulfilling its IT needs. Working closely with unit leaders, the role gathers data, analyses requirements, and recommends solutions that align with the institution’s digital strategy.

Key responsibilities

• Assist in determining the unit’s IT requirements to support academic, formation, and co‑curricular programs.
• Collect data through meetings, interviews, and surveys; perform initial analysis and prioritize needs.
• Collaborate with the unit to shape IT strategies that match business priorities.
• Provide input for budget planning and coordinate with other DITS teams (Academic Solutions, Enterprise Productivity, End‑User Management, Infrastructure Management).
• Implement communication plans to ensure consistent information sharing on policies, requirements, and changes.
• Develop feedback mechanisms such as satisfaction surveys and periodic reviews to improve service quality.
• Work with the Process, Performance and Service Level Management team to monitor service levels and resolve stakeholder conflicts.
• Perform additional tasks as assigned by the immediate supervisor.

Required profile

• Strong planning ability to coordinate delivery of outcomes based on importance and urgency.
• Excellent verbal, written and interpersonal communication skills.
• Proactive coordination and mediation skills for managing actions across teams.
• Ability to build and maintain constructive working relationships.
• Critical thinking to interpret policies and make informed decisions.
• Negotiation skills to explore alternatives and achieve stakeholder acceptance.

Required skills