Coordinator - Business Relationship Management

The United Nations Office at Nairobi, the UN headquarters in Africa, was established by the General Assembly in 1996. The office is headed by a Director-General, at the Under-Secretary-General level, serves as the representative office of the Secretary-General in Nairobi and performs representation and liaison functions with permanent missions, the host-country and other Governments, and intergovernmental and non-governmental organizations in Nairobi, as well as other organizations of the United Nations system in Kenya.

UNON supports programme implementation of the United Nations Environment Programme (UNEP), the United Nations Human Settlements Programme (UN-Habitat), and the Resident Coordination Systems (RCS) globally, as well as other UN offices in Kenya, by providing administrative, security, conference and information services (www.unon.org). This post is located in the Nairobi duty station, within the Information and Communications Technology Section (ICTS) of the Division of Administrative Services (DAS) in UNON. Under the general guidance and supervision of the Chief, UNON/DAS/ICTS, the Coordinator - Business Relationship Management is responsible for the planning, implementation and monitoring of strategic ICT Business solutions, and products/services within the ICT Service.

This position is key to the UNON/ICTS Business Relationship Management team, responsible for building strong client relationships across the UNON Gigiri campus and East Africa. The volunteer will lead marketing and outreach, promote UNON/ICTS products and services, maintain the ICTS catalogue, and work with UNON/BFMS and UN/OICT/BRM teams to analyse service and product costs for client billing in line with service level agreements. Success in this role requires strong knowledge of IT products and services, advanced Microsoft Office skills, and strong business analytics capabilities.

The voluntee lead marketing and outreach, promote UNON/ICTS products and services, maintain the ICTS catalogue, and work with UNON/BFMS and UN/OICT/BRM teams to analyse service and product costs for client billing in line with service level agreements. Success in this role requires working knowledge of IT products and services, ITIL based practices, and working knowledge of Microsoft Office skills, and strong business analytics capabilities.

Under the supervision of the Chief, Innovation and Business Solutions, the volunteer will perform the following tasks:
• Actively engages with clients and coordinates with internal stakeholders to support marketing and sales campaigns, identify client needs, and address concerns.
• Conducts regular client outreach to support the development, implementation, and evaluation of products and services. Monitors client feedback analyses products and services for improvements, reviews cost factors and documentation, and recommends corrective actions as needed.
• Liaises with clients and relevant parties, tracking follow-up actions to ensure resolution.
• Guides the development and implementation of locally tailored ICT strategic initiatives in collaboration with clients. Works with internal teams to define Key Performance Indicators (KPIs) aligned with business objectives and client requirements. Develops and implements Service Level Agreements (SLAs) and KPIs to measure ICTS service performance, incorporating client feedback for continuous improvement.
• Monitors and analyses KPI data to identify trends and optimization opportunities. Prepares reports and presentations to communicate KPI results and insights to stakeholders and remains current with best practices in KPI and SLA management.
• Research, analyses, and presents information from diverse sources. Conducts consulting assignments with clients, including planning and facilitating workshops and supporting the development of change management action plans.
• Assists in developing guidance by reviewing and analysing costs, issues, and trends, and preparing evaluations and research studies. Designs and implements survey initiatives, analyses responses, and prepares conclusions. Prepares written outputs, including business analytics reports, background papers, and contributions to publications.
• Provides substantive support to meetings and conferences, including proposing agenda topics, identifying participants, and preparing documents and presentations.
• Leads ICT client and new business activities, conducts training workshops and seminars, and delivers presentations on assigned topics.
• Coordinates activities related to costing, budgeting, and funding, including project preparation, progress reports, and financial statements, and prepares related documentation.
• Performs other related duties as required.