Fractional CIO

At Reflex Solutions, we fulfill an IT Management role for our clients, thus there is a need for experience in IT management as well as good knowledge of Enterprise IT architecture and Solution Selling techniques. The Fractional IT Manager/CIO will be expected to be a trusted advisor to Enterprise customers and position Reflex as the partner of choice. The Reflex Solutions Fractional CIO must be able to understand business requirements and align those needs with IT.

The FCIO oversees several key functions within the company, to assist clients with ICT Strategy, Risk Management, Budget Management, and Account Management. The FCIO is responsible for compiling the client ICT strategy, risk registers, budget, and compliance documents in conjunction with client input. The FCIO will be the primary contact within Reflex for all C-Level staff within the client’s environment. The FCIOs will work with a dedicated Service Delivery Manager per client. These two positions need to function as a unit in tandem. The FCIO will focus on strategy, risk identification, risk mitigation, major proposals, and projects. The Service Delivery Manager will focus on day-to-day operational matters, including but not limited to standard hardware sales, service escalations, service level management, daily/weekly support reports, incident management, and coordination with the client’s internal IT team if applicable.

Duties and responsibilities:

• Provide a reliable, total technical service in support of all activities that contribute to the satisfaction of Reflex Solutions clients.
• Have a full understanding of the client’s ICT environment and needs to ensure service levels are kept at a high standard.
• Manage client engagement and ensure that the relationship between Reflex and his/her respective clients is healthy and on good terms by holding monthly strategy and risk meetings, monthly reporting, and building trust.
• Facilitate proposals, quotes, and approvals as per clients’ needs to address risks, environmental changes, or strategy changes.
• Ensure client projects are run according to high standards and installations meet client expectations.
• Document and communicate the client environment and all compliance processes to Reflex internally and to the client.
• Manage Risk and Strategy, ensuring all risks are mitigated and strategy aligns with the client’s requirements.
• Identify high-priority issues and communicate them to C-Level staff within Reflex and the client.
• Provide monthly reports to clients on Strategy, Risk, project support issues, and ticket management, identifying recurring issues and advising on risks and possible changes in ICT strategy.
• Report back to Reflex EXCO on any major risks within the client business that may put Reflex at risk.
• Ensure all clients have signed MSA (Master Services Agreements) with Reflex and updated service schedules, reviewing services annually.
• Achieve weekly/monthly and annual sales targets by converting identified risks into sales opportunities.
• Strategically grow customer revenue by expanding Reflex Solutions footprint and share of wallet in the customer portfolio.
• Adopt solution and insight-selling approaches to develop compelling proposals to customers.
• Collaborate on solutions with the internal Product Solution Group and achieve buy-in from major stakeholders.
• Capture, forecast, and update new and existing opportunities through pipeline management.
• Be accountable for updating and tracking monthly progress against set targets.
• Act as the last escalation point before Reflex EXCO, responsible for driving strategy, risk mitigation, and operational matters that the Service Delivery Managers cannot resolve.
• Client Care:
  • Ensure client relationships are in good health.
  • Respond to client requests appropriately and in a timely manner.
  • Take ownership of client requests and escalations to completion.
  • Continuously improve current IT Strategy with clients.
  • Minimize gaps and risks.
• Administrative Tasks:
  • Attend monthly meetings with clients.
  • Provide monthly reporting to clients.
  • Ensure accuracy and tidiness of proposals to clients.
  • Follow workflows for interaction with other Business units.
• Documentation:
  • Ensure client MSA and proposals are signed and up to date.
  • Keep meeting minutes detailed enough for review.
  • Ensure the ICT Strategy for clients is up to date.
• Identify and mitigate risks in clients’ and Reflex environments.
• Find ways to ensure the best quality of service during project installation.
• Drive critical documentation and diagrams from other Business units.

Minimum requirements:

• Matric certificate.
• Relevant ICT Diploma, MCSE, CCNA, and/or entry-level Cloud certification.
• Minimum of five (5) years ICT and managerial experience.
• Budgeting and financial experience essential.
• Computer skills: CRM, Remote Support, PRTG, Microsoft Windows and Office applications.
• Strong presentation and communication skills.
• Account and relationship management experience.
• Polite and professional personal presentation.
• Excellent planning and organizing skills.
• Openness to learning and honesty about lack of knowledge or understanding.
• Produces high-quality work that is accurate in terms of detail and best practice standards.