X3 Client Liaison Officer

SUMMARY:

We are looking for x3 Client Liaison Officers to join our dynamic team. The ideal candidates will serve as the key point of contact between the company and its clients, ensuring exceptional service delivery, managing client queries, and maintaining strong professional relationships. You will be res...

POSITION INFO:

We are looking for x3 Client Liaison Officers to join our dynamic team. The ideal candidates will serve as the key point of contact between the company and its clients, ensuring exceptional service delivery, managing client queries, and maintaining strong professional relationships. You will be responsible for supporting client needs, resolving issues efficiently, and ensuring overall client satisfaction in line with company standards.

Candidates must have strong knowledge of IT operations, including incident, problem, and change management, as this role requires close coordination between clients and technical teams. Excellent communication skills, attention to detail, and a client-centric approach are essential for success in this position.

What you’ll do:

Incident Management

• Oversee the end-to-end lifecycle of incidents, ensuring swift resolution to minimize business disruption.
• Coordinate with technical teams to identify root causes and implement long-term fixes for recurring issues.
• Act as the primary escalation point during major incidents, providing clear communication to stakeholders.
• Conduct post-incident reviews (PIRs), document findings, and ensure corrective actions are implemented.
• Continuously improve incident management processes to enhance response times and service quality.

Problem Management

• Analyse incident trends and recurring issues to identify patterns and areas for improvement.
• Implement proactive measures to eliminate root causes and reduce the volume of incidents.
• Drive cross-functional collaboration to ensure permanent fixes are applied to recurring problems.

Risk and Audit Management

• Maintain and manage the risk register, ensuring all operational risks are identified, assessed, and mitigated.
• Lead the resolution of identified risks, regularly reviewing and updating mitigation plans.
• Support and manage internal and external audits, ensuring compliance with organizational and regulatory standards.
• Address audit findings by implementing appropriate corrective and preventive actions.

Technical Operations Improvement

• Drive continuous improvement initiatives to enhance operational efficiency and reduce service disruptions.
• Monitor operational performance, identify bottlenecks, and recommend process enhancements.
• Partner with technical teams to implement automation, monitoring tools, and best practices that improve system reliability.

Skills Development and Knowledge Building

• Proactively improve technical skills and expertise by learning from incident resolution experiences and outages.
• Stay updated on emerging technologies and industry trends to bring innovation to operational processes.
• Share knowledge and lessons learned with team members to improve overall team capability.

Stakeholder Management

• Communicate effectively with internal and external stakeholders during incidents and operational reviews.
• Provide regular updates to the Service Operations Lead on operational performance, risks, and improvement initiatives.
• Build strong relationships with cross-functional teams to ensure alignment on service delivery goals.

Your expertise:

• Minimum of 5 years of experience in service delivery or technical operations roles.
• This role requires a proactive, detail-oriented individual with a passion for operational excellence and a commitment to personal development. By learning from challenges and implementing best practices, the Client Liaison Officer will play a key role in improving technical operations and delivering high-quality IT services.

Technical skills:

• Strong knowledge of IT operations, including incident, problem, and change management (aligned with ITIL best practices).
• Experience with monitoring tools, ticketing systems, and operational dashboards.
• Strong analytical skills for root cause analysis (RCA) and risk identification.
• Familiarity with audit and compliance frameworks, including ISO 27001 or similar standards.

Soft skills:

• Proven ability to lead incident resolution and drive improvements in technical operations.
• Strong interpersonal and communication skills, with the ability to manage escalations and provide clear updates to stakeholders.
• Ability to work collaboratively with cross-functional teams and influence change.
• Demonstrated ability to identify operational inefficiencies and implement effective solutions.
• Commitment to learning and developing technical and operational expertise.

Qualifications required:

• Working towards a Bachelor’s degree or Diploma in Information Technology, Computer Science, or a related field (or equivalent experience).
• ITIL Certification or similar service management qualifications.
• Qualifications preferred:
  • Agile / Scrum Foundation – exposure to agile delivery methods used in fast-moving environments
  • Project Management Certification (e.g., PMP, Prince2) – for structured rollout of improvement initiatives
  • Microsoft 365 or Azure Certifications – beneficial for understanding the Microsoft environment used by ABInBev
  • Business Relationship Management Professional (BRMP) – advantageous for managing business-facing engagements

Other information applicable to the opportunity:

• Fixed Term Contract: 12 Months
• Location: Sandton
• Work environment: Onsite (open plan office)

Why work for us?

If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.

You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.

At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.

iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.