Business Relationship Manager

4 weeks ago

Shelton, Connecticut, United States Della Infotech Full time
Job Title: Business Relationship Manager

Location:

Req ID: 2947

Job Type: Hybrid

At Della Infotech, we're a global team of visionaries, doers, and makers. Our secret is people, and we have an inspiring and collaborative global force of them. Our portfolio of over 25 brands touches lives in more than 50 countries by making useful things joyful. Together, we reimagine good mornings and endless summers, strive for more sustainable ways to beautify and bond, and do it all with not only confidence but determination.

POSITION SUMMARY

This position will be responsible for developing and leading the IT Business Relationship Management (BRM) function in as part of the larger BRM Capability at Della Infotech. This role will involve identification, management, and improvement of stakeholder relationships, to target and ultimately improve value delivery for the overall organization. This role will focus on the following functional areas: Commercial and Corporate Functions (F&C). The ideal candidate will help evolve our Organizations Culture to get the right mindset and demonstrate the right behaviors to support the BRM capability. This requires for the ideal candidate to work closely with the key functional business partners in the America's by developing a solid understanding of how their business operations functions in order to build strong relationships to ultimately support and position the IT function as a trusted business partner. In this capability you will play a key role in supporting the development of the IT roadmap by focusing on successful prioritization and implementation of IT services as well as guarantee the appropriate support is being provided. Essentially, this position serves as a bridge linking the business community and IT to help drive goals, customer satisfaction, overall alignment, governance, and viability of strategy. As your business partners are global leaders for their functions, a key element of this role is also to support other regional BRM's in terms of driving convergence regionally to global processes and practices where applicable. The scope of the role will evolve, and it is planned over time to include other functional areas such as Innovation & Insights.

ACCOUNTABILITIES

Build Partnerships
  • Own the strategic relationship between the BRM function and key functional areas of Commerical and Corporate functions and have the ability to be part of the business strategy discussions to stimulate, surface, shape and align demand with the IT Portfolio whilst offering to be a neutral third party between the company and organization outside of Core IT Operations and Solution Delivery
  • Develop deep domain knowledge of your partner's organizational processes and systems
  • Define roadmaps and strategies to support business needs by maintaining up-to-date awareness of the current and future directions of the business and associated applications, and, where appropriate, make recommendations for process or systems improvements and possible solutions.
  • Ensure conflicting stakeholders' priorities and requirements are mediated appropriately by building consensus among key business partners and finding solutions to problems that may arise.
  • Educate partners on the BRM Mindset, e.g., powerful communications, approaches, roles, and capabilities
  • Establish a communication methodology for effective and efficient organizational communication by acting as the main point of contact for you business partners for IT needs and be able to point the users into the right direction or to the proper IT functional teams as needed.
  • Partner with individuals, teams, and organizations to drive value by identifying, planning, and building business cases and perform requirements gathering
  • Monitor customer satisfaction and understand and relay customer needs to the rest of the IT Department.
  • Manage relationships to keep communication channels open between business and IT by partnering with internal customers at all levels, from hands-on personnel to executives to enable making informed decisions.
  • Monitor ongoing commitments to ensure proper fulfilment.
  • Support change management efforts needed in the region for ongoing projects.
  • Track customer and technology trends that could impact customer perception and service provision.
  • Assisting in the creation of new services.
  • Assisting in the strategic planning of SLM and BRM processes and procedures.
  • Ensuring service levels are tailored and relevant.
  • Assisting in the development of customer feedback channels for complaints and compliments.
  • Handling complaints with tact and urgency.
  • Monitoring incidents and keeping track of escalations, seeing them through to client resolution.
  • Engaging with internal Audit and regulatory governing bodies like the CAB.
  • Assist PMO Function with oversight to the governance and reporting needed to support Global IT activities.
Drive Value
  • Ability to connect strategy to execution
  • Continually improve the value framework to drive organizational awareness and education
  • Partner with leaders to identify opportunities to evaluate, sequence, and shape initiatives for strategic value
  • Be able to identify gaps and areas that require improvements
  • Focus on value over solutions. Emphasize value when developing ideas, evaluating risk, and evolving needs
  • Innovate using knowledge and awareness of industry trends to identify new opportunities
  • Elaborate the strategic plans for partners to communicate their strategic capabilities
  • Monitoring initiative progress to ensure expectations are aligned with results and ultimately value
  • Collaborate with leaders across the organization and share ownership of maturing the BRM's function
  • Communicate partner value

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