Role purpose:
Technology_VOIS is an internal organisation that acts as an internal service provider to the local markets or group functions (referred as “customer” going forward).
Technology Business Relationship Manager acts as the SPOC (single point of contact) for the internal business customer performing both - a role of Technology_VOIS “ambassador” towards the customer and customer “Voice” towards Technology_VOIS.
The Principal BRM heads up a portfolio of accounts of value upwards of €100+ Million in recharges per annum and manages a team of BRMs delivering value, transformation and new service to those customers.
The role includes all three business cycle phases: sell, build, run. Starting from the engagement with the customer, identification of the business growth opportunities based on the customer needs and Technology_VOIS capabilities, creating the commercially viable business case, overseeing transition and BAU (ensuring the service is delivered as per agreed SLAs and KPIs) and financial governance for the provided service.
Within the context of the above the performed tasks include:
- Build and maintain a strong strategic relationship with key stakeholders in Technology_VOIS and customer side (C-level and direct reports)
- Overall Deep Understanding of the local market/group function IT strategy, business pressures/challenges
- Overall Deep Understanding of Technology_VOIS capabilities and mapping those to the customers’ strategy across the managed portfolio
- Representation of the internal customer in service design, service portfolios and service offerings
- Strategic account planning optimising Identification of the business growth opportunities, creation of opportunities pipeline and best use of Technology_VOIS capabilities
- Pipeline demand management
- Execution of demand/change management and governance
- Ownership of the preparation and sign off of the business case relating to the service (E2E bid management cycle)
- Being an escalation point during the transition period between the internal customer migrating the service form their ownership to Technology_VOIS ownership as well as BAU (ensuring the delivery to the contractual SLAs/KPIs, cost and saving projections)
- Acting as the voice of the customer monitor, reporting, managing and escalating (as required) any service quality related issues with Technology_VOIS service leads
- Understanding internal customers’ strategy/evolution and initiating internal Technology_VOIS change as required. Preparation and management of the Change Requests through internal governance process
- Accountability for the financial governance of the internal customer portfolio including charging and budgeting of respective service (ensuring consistency of the final recharge values with the BCs/CRs signed with the customer)
- Supporting internal Technology_VOIS Business transformation and cost improvement initiatives
- Receiving and managing service escalations and managing the customer improvement plans to ensure customer satisfaction
- Ownership of the governance between service operations and the internal customer (monthly meetings, monthly SLA and financial reporting), including the generation and management of the customer data
- Ownership, preparation and execution of monthly governance meetings with the customer focussed on the discussion of the strategic questions, service performance highlights/low lights , pipeline, new opportunities, strategic initiatives, finances
- Ownership, preparation and execution of quarterly steerco meetings with Technology_VOIS management and CIO (or equivalent in the Group Function)
- Accountability for the customer satisfaction evaluated annually via Customer Survey
- Generating, updating, managing account plans and account development plans
- Responsible for performance of accounts and customer satisfaction survey across portfolio
Key accountabilities and decision ownership
• Manage strategic key stakeholders relationships and act as the SPOC for customer issues and escalations
• Opportunity identification and management via internal due diligence to create a pipeline of opportunities
• Own and manage the preparation and sign off of the business case relating to the service
• Oversee and act as escalation point during service transition period and BAU
• Organise and manage the governance strong governance across service life cycle
Core competencies, knowledge and experience
• Strategic thinking
• IT strategic relationship management
• Account management/business development
• IT Service management
• Financial governance
Must have technical / professional qualifications:
• Broad and strong IT knowledge
• Technology account management /consultancy experience
• IT service Management (ITIL)
• Ability to establish and maintain trust
• Rigor and reliability in the follow up and implementation of actions
• Commercial/Financial governance experience
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