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Business Relationship Lead vois

1 month ago

مصر, Egypt Vodafone Full time

**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 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
- 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

**Key accountabilities and decision ownership [max 5]**:

- 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
- Key performance indicators [max 3]:
- Business Growth
- Service Quality & Cost
- Customer satisfaction

**Core competencies, knowledge and experience [max 5]**:

- Strategic thinking
- IT strategic relationship management
- Account management/business development
- IT Service management
- Financial governance

**Must have technical / professional qualifications: [max 5]**:

- Broad and strong IT knowledge
- Technology account management/consultancy experience
- IT service Management (ITIL)
- Rigor and reliability in the follow up and implementation of actions
- Commercial/Financial governance experience

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