Principle Service Delivery Manager

Job Description

TechnologyVOIS 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 TechnologyVOIS "ambassador" towards the customer and customer "Voice" towards TechnologyVOIS.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 position holder 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 TechnologyVOIS capabilities, creating the commercially viable business case, overseeing transition and BAU and financial governance for the provided service. With us you will:

• 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

• 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 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)

• 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)

Candidate Description

• 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