Senior Manager- Business Relationship Manager Job at Vodafone (Pune)

Job Description

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.

Job Responsibility

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
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

Requirements

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

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Senior Manager- Business Relationship Manager

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