JOB PROFILE. Client Relationship Manager Business Group: Government Technology Services Branch: Job Title:

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1 JOB PROFILE Job Title: Client Relationship Manager Business Group: Government Technology Services Branch: Reporting to: Manager Service Management Location: Wellington Grade: 22 Date last reviewed: April 2011 The Department of Internal Affairs Te Tari Taiwhenua The new Department of Internal Affairs was established on 1 February 2011, and amalgamates the roles and functions previously undertaken by the former Department of Internal Affairs, Archives New Zealand, the National Library of New Zealand, the Office for the Community and Voluntary Sector (formerly within the Ministry of Social Development) and the Government Chief Information Office (formerly within the State Services Commission). The Department has a unique role in nurturing the development of the country s nationhood, identity and culture. The Department maintains the collective memory of the nation and connects it to the present and future. As New Zealand s oldest government department, it has a continuous link back to the Colonial Secretary s office and the signing of the Treaty of Waitangi. Purpose The Department of Internal Affairs serves and connects people, communities and government to build a safe, prosperous and respected nation. For more detailed information about Internal Affairs, go to our website: Branch Overview The branch promotes efficient and innovative access to, and management, storage, preservation, and conservation of knowledge, information and heritage collections and taonga, for the benefit of government and New Zealanders. The new branch combines National Library, Archives New Zealand, and Government Technology Services together into a single branch, along with information-related services and the Government Chief Information Office. Client Relationship Manager - GTS JE ref # Page 1 of 6

2 Business Group Overview The purpose of Government Technology Services (GTS) is to improve the delivery of services to citizens and to reduce costs to government through the development, delivery and promotion of Common ICT Capability. This includes the development of the Government Enterprise Architecture and the Government 3 year ICT Roadmap. GTS does this by providing outstanding service to DIA, government agencies (our clients) in the areas of; Government Enterprise Architecture Development and Management Government ICT Roadmap Development Enterprise Service Management Asset Management Security Management ICT Service Design and Development Programme and Project Delivery Business Analysis System Testing Solution Development and Support for core, common and unique systems GTS specialises in the development, delivery and support of systems used in DIA and also for Common ICT Capability, including; High integrity systems, such as those used for identity management Igovt all-of-government identity and access management Digital Information management, storage and access, Emergency Management and Civil Defence Regulations and Compliance such as the Integrated Gaming Platform Government secure communications, such as SE and one.govt Grants Management Systems Platforms for Web Service Delivery Enterprise services supporting DIA staff and Ministers GTS achieves this by focussing on clients, our people and our suppliers, with a resolve to always improve. Position Summary This position carries responsibility for understanding current and future client requirements, working with clients on the development of technology strategic plans and managing the provision of agreed services GTS to its clients and the Department of Internal Affairs in all locations throughout the country. This position is expected to provide advice directly to clients in the area of products and services that the Department delivers and in the formulation of strategic ICT plans. This role will act as a virtual CIO for some clients, managing the ICT capability planning development. Critical to this role is the development of strong client relationships through the utilisation of excellent communication skills and a professional interpersonal style. Client Relationship Manager - GTS JE ref # Page 2 of 6

3 Key Responsibility Areas Key Responsibility Areas Delivery on the business outputs Relationship Management Provision of expert advice Health & Safety (for self) Health & Safety (for the team) Accountability Statement Ensure the delivery of seamless end to end ICT services to clients by: Client specific ICT Strategy and Plans which meet their operational requirements Develop and manage Service Level Agreements and pricing that represents the value of GTS services to clients Represent clients requirements are represented into GTS s strategy service and operational planning processes Ongoing support of integration of GTS activities to ensure that the clients requirements are met. Establish and maintain effective working relationships with Government Agency clients, focussing on the desired long term objectives/outcomes and facilitating progress towards these Negotiate Service Level Agreements (SLA s) with clients and manage performance to those agreed service levels Work with senior stakeholders to understand their businesses, contribute to business planning and facilitate the development of strategic plans for the business use of ICT products and services Facilitate the effective flow of information and communication between clients and GTS functional groups regarding business imperatives, technology development and opportunities for technology adoption Ensure effective portfolio management and efficiently leverage the Shared Service model, service level agreements and established ICT framework and workflow processes to deliver planning, design, development, implementation and BAU services Coordination of project resources as required Personally provide advice to Government Agency clients and their leadership teams on ICT solutions and GTS services Work as a feedback mechanism for the wider GTS group on market and agency trends on technology usage Takes personal responsibility for keeping self free from harm Follows safe working procedures Reports incidents promptly Reports hazards promptly and suggests appropriate remedies Knows what to do in the event of an emergency Co-operates in implementing rehabilitation plans Ensure staff are informed of Health and Safety requirements in the workplace, and are adequately trained to carry out their work safely. Ensure the prompt and accurate reporting, recording and investigation of all workplace incidents and injuries. Ensure all hazards are promptly assessed for their significance, and managed according to the hazard management process. Client Relationship Manager - GTS JE ref # Page 3 of 6

4 Key Working Relationships Internal GTS Senior Management Team Manager Service Management GTS managers and staff Manager Service Assurance Business Managers Service Delivery Managers Business Engagement coordinator External Government agencies and departments Accountabilities/Delegations Staff Management Number of direct reports Number of staff reporting to the direct reports Delegations Human Resources Delegations Financial Delegations Security Clearance Level Confidential Special Requirements (education, skills, knowledge, experience) Experience in effectively managing a wide range of relationships in order to achieve desired results Proven ability to operate at a senior level within an organisation to develop long term ICT plans that enable a business/agency to achieve its strategic objectives Excellent interpersonal skills, eg negotiation and influencing skills, which can be applied at the most senior levels of other organisations and with external stakeholders Problem solving skills at a level to work through issues of considerable complexity, using high level conceptual thinking skills, in depth analysis in the context of the overall business issues for a wide variety of Government clientele and DIA as a whole organisation, and the judgment to select and apply/recommend appropriate decisions Extensive experience operating in a relationship management role within a large complex ICT environment, preferably managing multiple client groups Strong and persuasive written and oral communication skills Proven financial skills with the ability to understand client pricing models and financial forecasting DIA Competencies Competencies are behaviours that drive job success. They are observable and measurable characteristics that can be seen when a job is being done well. Client Relationship Manager - GTS JE ref # Page 4 of 6

5 With the exception of Achieves Effectiveness for Māori, the competencies DIA uses are derived from the Competency Sort Cards developed and copyrighted by Lominger Limited, Inc. No part of the Lominger competencies may be used, reproduced or transmitted in any form or by any means, by or to any party outside of The Department of Internal Affairs. The competencies required for your role are listed below. Each competency falls within a competency cluster, which are broad themes of skills, behaviours and abilities. Competency Cluster Integrity Intelligence Emotional Maturity Talent to Execute Positive Energy Managing Complexity Managing Diverse Relationships Achieves Effectiveness for Māori Competency Integrity and Trust Ethics and Values Learning on the Fly Intellectual Horsepower Self Knowledge Composure Customer Focus Functional Technical Skills Drive for Results Planning Managing through Systems Priority Setting Perseverance Dealing with Ambiguity Problem Solving Interpersonal Savvy Peer Relationship Informing Effectiveness for Māori Integrity This is the ability to accept personal accountability for actions and decisions; to be reliable, trustworthy, and honest in all aspects of our work; and to uphold the values and principles of the Department. Intelligence This is the ability to learn, understand and think things out quickly. It is demonstrated in our ability to reason, solve problems, think creatively, understand ideas that can be complex, and learn quickly from experience. It is the ability to make sense of a changing environment and figuring out what to do. Client Relationship Manager - GTS JE ref # Page 5 of 6

6 Emotional Maturity This is the ability to control one's emotions, to recognise their impact and to adapt to changing circumstances, particularly during stressful times. It includes the ability to sense, understand, and react to others' emotions. It is about knowing one's strengths and weaknesses and continuously looking to improve oneself. It also requires individuals to demonstrate resilience and sound judgment in dealing with challenges. Talent to Execute This is about getting the job done. It is the ability to achieve results for the Department and provide an outstanding service, with and through others. It also describes continuously searching for innovation and ways to add value in order to position the Department for future success. Positive Energy This is the demonstration of an upbeat attitude through good times and bad, and the desire to strive for the best outcomes for the Department. Individuals who demonstrate this trait are able to positively affect the behaviour of others, motivating them with a sense of purpose and spirit of cooperation. It encompasses the capacity to care deeply for the work that we do and for the principles and values of the Department. Managing Complexity This is the ability to operate effectively in an ever-changing environment, scanning the horizon for looming issues and providing solutions. This requires individuals to take an organisational perspective when resolving problems, ensuring the Department maintains a strong culture of innovation and togetherness. Managing Diverse Relationships This is the ability to work with a diverse range of people and to build mutually beneficial relationships and networks, sometimes in complex environments. It is the ability to value the contribution of others, respecting each other's views, beliefs and customs, united in a common purpose. Achieves Effectiveness for Māori Achieves Effectiveness for Māori describes working effectively with and for Māori colleagues, clients and stakeholders, to ensure their specific needs are identified and met, and to create a positive work environment for Māori. It relates to our Effectiveness for Māori (EfM) strategies, policies and guidelines and supports our vision to be recognised as an EfM leader in public service. (Please note that this competency is not part of the Lominger Competency suite) Client Relationship Manager - GTS JE ref # Page 6 of 6