Business Relationship Lead

**Join Us**:
At Vodafone, we’re not just shaping the future of connectivity for our customers - we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

**What you’ll do**:
**Who you are**:
**Not a perfect fit?**:
**What's in it for you**:
**Who we are**:
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

Together we can.

**Role Purpose**:
Technology VOIS is an internal organization 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 optimizing 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 focused 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**:

- Manage strategic key stakeholders relationships and act as the SPOC for customer issues and escalations
- Opportunity identification and management via in