Principal Technology Business Relationship Manager
VOISGauteng, South Africa30+ days ago
Job descriptionManage relationships with strategic key stakeholders and serve as the Single Point of Contact (SPOC) for customer issues and escalations. Identify and manage opportunities through internal due diligence to create a pipeline of potential growth. Prepare and oversee the sign-off of the business case related to the service. Act as the escalation point during the service transition period and Business As Usual (BAU). - Organize and maintain strong governance throughout the service life cycle. Build and sustain strong strategic relationships with key stakeholders in Technology VOIS and at the customer level (C-level executives and their direct reports). Develop a deep understanding of the local market, IT strategy, and business challenges faced by the group function. Gain a comprehensive understanding of Technology VOIS capabilities and align them with the customer's strategy across the managed portfolio. Represent the internal customer in service design, service portfolios, and service offerings. Strategically plan accounts to identify business growth opportunities, create an opportunities pipeline, and optimize the use of Technology VOIS capabilities. Execute demand and change management along with governance processes. Take ownership of the preparation and sign-off of the business case related to the service (end-to-end bid management cycle). Act as the escalation point during the transition period, ensuring the internal customer smoothly migrates the service to Technology VOIS ownership and meets contractual SLAs / KPIs, including cost and savings projections. Serve as the voice of the customer by monitoring, reporting, managing, and escalating any service quality issues with Technology VOIS service leads as necessary. Understand the internal customer’s strategy and evolution, initiating internal Technology VOIS changes as required. Manage and prepare Change Requests through the internal governance process. Ensure accountability for the financial governance of the internal customer portfolio, including charging and budgeting for respective services while ensuring that final recharge values are consistent with signed Business Cases (BCs) and Change Requests (CRs). Support internal Technology VOIS business transformation and cost improvement initiatives. Manage service escalations and customer improvement plans to enhance customer satisfaction. Oversee governance between service operations and the internal customer through monthly meetings, SLA reviews, and financial reporting, which includes generating and managing customer data. Lead, prepare, and execute monthly governance meetings focused on strategic questions, service performance highlights and lowlights, pipeline developments, new opportunities, strategic initiatives, and financial matters. Organize, prepare, and execute quarterly steering committee (steerco) meetings with Technology VOIS management and the Chief Information Officer (CIO) or equivalent in the Group Function. Ensure accountability for customer satisfaction, which is evaluated annually through a Customer Survey. Generate, update, and manage accounts and account development plans. Responsible for the performance of accounts and customer satisfaction surveys across the portfolio. Educated to degree level (or with equivalent professional experience); relevant further qualifications are an advantage. Flexibility to operate in a dynamic environment and drive significant changes within the organization. Proven experience in Service Management, with knowledge of ITIL at a foundation level (minimum 2 years). Assertive but diplomatic, relentless with a strong desire to persevere with issues to ensure completion, able to gather information and present findings to senior stakeholders Strong written and verbal communication skills, including an ability to understand specialised technical language Degree of knowledge or understanding of AO, AD, Testing, Professional services, Service Desk, Networks, AI, and Robotics Comfortable leading virtual teams Proactive with an Agile and adaptable approach to work, with a proven track record demonstrating cooperation, strong influence, and relationship management skills, and customer-centric thinking Ability to build and maintain strong on-going business relationships across all levels of the business - Proficient – 2 years Desire for personal and career development encouraged. Confidence to work with and provide appropriate challenge to senior individuals across various functions. Ability to influence, negotiate, and persuade internal and external customers at all levels. Degree of understanding of financial metrics and terminology.
Principal Technology Business Relationship Manager
Role Purpose / Business Unit :
- Technology VOIS is an internal organization that acts as an internal service provider to the local markets or group functions (referred to as “customer” in the future).
- 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 will typically manage a small portfolio of accounts up to a value of €100 Million in recharges per annum and can be expected to manage and coach junior colleagues in the team who support 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.
Your responsibilities will include :
Strategic Relationship Management : -
Financial Governance and Customer Satisfaction : -
The ideal candidate for this role will have :
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Relationship Manager • Gauteng, South Africa
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