Senior Manager - Business Relationship Management

Technology Business Relationship Management 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. 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 leader 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 Technology VOIS 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. The Lead BRM is a senior member of the team and sit on the Technology VOIS extended management team. Roles and Responsibilities: 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 - Pipeline demand management - 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 portfolio level sign of off business cases to support new demand into TSS - 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) - Supporting internal Technology VOIS cost improvement initiatives - 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) - Accountable for maintaining portfolio updated account plans - Direct Reports: up to 10 and dotted matrix reporting.

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK. Over 29,000 highly skilled individuals are dedicated to being Vodafone Group's partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more. Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone. In 2009, VOIS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.