Lead Business Relationship Mgr vois

**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 Lead 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 lead BRM will manage three business cycle phases across his/her portfolio: 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.
The Lead BRM is a senior member of the team and sit on the Technology_VOIS extended management team. The role includes the following functions:

- 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
- People management of team, including performance reviews, coaching and upskilling the team
- Overall accountability for portfolio of accounts including up to 50% of overall growth and savings targets of Technology_VOIS
- Accountable for performance of accounts and customer satisfaction survey across portfolio
- Identification of the business growth opportunities, creation of opportunities pipeline
- Pipeline demand management
- Senior stakeholder management across portfolio, driving senior governance reviews and accountable for all senior escalations across team including any required service improvement plans
- Accountable for portfolio level sign of off business cases to support new demand into TSS
- Accountable for performance of transitions of services into Technology_VOIS across portfolio
- Acting as the voice of the customer monitor, reporting, managing and escalating (as required) any service quality related issues with Technology_VOIS service leads
- 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 cost improvement initiatives
- 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 quarterly Steerco meetings with Technology_VOIS management and CIO (or equivalent in the Group Function)
- Accountable for maintaining portfolio updated account plans

**Key accountabilities and decision ownership**:

- People management, ability to motivate and drive a team of technology business relationships managers
- Develop business and drive portfolio of Technology_VOIS services into markets and Group entities
- Manage strategic senior key stakeholders relationships across portfolio of accounts
- Financial management of portfolio including signatory to all Business cases and managing the recharge process back to customer
- Represent Technology_VOIS in all key Governance meetings with Vodafone markets and Group entities up to CIO / CTO level

**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**:

- People Management
- Broad and strong IT knowledge
- Technology account management /consultancy experience
- IT service Management (ITIL)
- Project Management (PMP, Prince2,,) Preferred
- Ability to establish and maintain trust
- Commercial/Financial governance experience

**#VOIS**: