Client Manager – IT Services

About the role

The Client Manager III supports the university’s units in identifying and fulfilling their IT needs. Working closely with assigned schools, the role gathers requirements, analyses data and recommends solutions that align with the institution’s digital strategy.

Key responsibilities

• Plan and design IT solutions by collecting needs through meetings, interviews and surveys, analysing data and prioritising requirements.
• Coordinate budgetary inputs and collaborate with other DITS teams (Academic Solutions, Enterprise Productivity, End‑User Management, Infrastructure) to align resources with unit priorities.
• Implement communication plans to share policies, requirements and changes with stakeholders.
• Develop and manage feedback mechanisms such as satisfaction surveys and periodic reviews to ensure service quality.
• Work with the Process, Performance and Service Level Management team to monitor service levels and resolve conflicts between units and service providers.
• 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 capabilities.
• 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 agreement.

Required skills