Technology Business Relationship Manager

United Kingdom
  1. Full Time
  2. Customer Relationship Management
13724
Posting date:21 Jul, 2020
Description

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), financial governance for the provided service. 
Within the context of the above the performed tasks include:
-Build a strong strategic relationship with key stakeholders in Technology_VOIS and customer side (C-level and direct reports)
-Understanding of the local market/group function IT strategy, business pressures/challenges  
-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
-Accountability for the customer satisfaction evaluated annually via Customer Survey
-Generating, updating, managing account plans and account development plans
With us you will:
-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
Apply if you have:
-Strategic thinking
-IT strategic relationship management
-Account management/business development 
-IT Service management
-Financial governance
-Broad and strong IT knowledge
-Technology account management/consultancy experience
-IT service Management (ITIL)
-Project Management (PMP, Prince2,,) -Preferred
-Rigor and reliability in the follow up and implementation of actions
-Commercial/Financial governance experience
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