Principal Technology Business Relationship Manager

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• 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  “ambassador” towards the customer and customer “Voice” towards .
• 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 that support to deliver 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  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.

• 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
• Build and maintain a strong strategic relationship with key stakeholders in  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  capabilities and mapping those to the customers’ strategy across the managed portfolio
• 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  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 from their ownership to  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  service leads
• Understanding internal customers’ strategy/evolution and initiating internal  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  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  management and CIO (or equivalent in the Group Function)
• Accountability for the customer satisfaction evaluated annually via Customer Survey
• Generating, updating, managing…