Senior IT Business Partner

• Partner with Customer Support leaders to understand business priorities, pain points, and value drivers; translate them into technology roadmaps and prioritized initiatives.
• Act as the single point of accountability between business teams and IT delivery groups, ensuring clear demand intake, prioritization, communication, and benefits realization.
• Drive improvements across customer support platforms and processes, including contact center, CRM, knowledge management, customer portals, e-Commerce, self-service, and support workflow capabilities.
• Identify automation, analytics, and AI use cases that improve support quality, agent productivity, customer experience, and end-to-end support journeys.
• Partner with architecture, data, cybersecurity, product, and delivery teams to ensure solutions meet enterprise standards for security, compliance, scalability, usability, and supportability.
• Support change management, business readiness, stakeholder communications, adoption plans, and training needs for new or enhanced solutions.
• Track KPIs, service health, adoption, risks, and business outcomes;
  ** escalate
  * * issues and drive continuous improvement across IT-enabled support services.

• Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent practical experience.
• Experience in IT business partnership, business relationship management, customer support technology, digital transformation, product ownership, or program delivery.
• Strong understanding of customer support operations, service management, business process improvement, and stakeholder engagement.
• Ability to translate business needs into technology requirements, investment cases, roadmaps, and measurable outcomes.
• Excellent communication, facilitation, prioritization, problem-solving, and executive stakeholder management skills.
• Experience with contact center, CRM, portal, knowledge management, ITSM, workflow automation, or customer experience platforms.
• Familiarity with Agile, ITIL, Lean, Six Sigma, project management, or product management practices.
• Experience working across global, matrixed teams with business, supplier, cybersecurity, data, architecture, and delivery stakeholders.
• Working knowledge of Generative AI, AI copilots, conversational AI, machine learning, intelligent automation, and analytics concepts.
• Ability to identify practical AI opportunities for customer support, including agent assist, knowledge search, virtual agents, ticket routing, sentiment insights, and workflow automation.
• Understanding of responsible AI, data protection, cybersecurity, governance, and adoption considerations in an enterprise environment.

Demonstrates expertise in translating business needs into technology roadmaps and measurable outcomes, with a strong focus on customer support operations and digital transformation. Proficient in driving improvements across customer support platforms and processes while ensuring compliance and security standards are met.

• IT Business Partnership
• Customer Support Technology
• Business Process Improvement
• Agile Methodologies
• Generative AI

• Business Relationship Management
• Service Management
• Workflow Automation
• Contact Center Platforms
• CRM Systems
• Knowledge Management
• ITSM
• Digital Transformation
• Product Ownership
• Program Delivery

• Excellent Communication
• Facilitation
• Prioritization
• Problem-Solving
• Executive Stakeholder Management

• Change Management
• Stakeholder Engagement
• Continuous Improvement
• Data Protection
• Cybersecurity

• Customer Experience Platforms
• Analytics Tools
• AI Copilots
• Conversational AI
• Machine Learning