Senior Manager - Business Relationship Management

Who We Are

About VOIS:

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.

About VOIS India

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.

What You’ll Do

Title: Senior Manager - Business Relationship Management

Band: F

Role Purpose

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.
  
  

Who You Are

• People management, ability to motivate and drive a team of technology business relationships managers. At least 18 years of IT industry experience.
• Develop business and drive portfolio of Technology VOIS services into markets and Group entities.
• Manage strategic senior key stakeholders relationships across portfolio of accounts.
• Financial management of portfolio including signatory to all Business cases and managing the recharge process back to customer.
  
  

What's In It For You

We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.

VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 10 Best Workplaces for Millennials, Equity, and Inclusion, Top 50 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 10th Overall Best Workplaces in India in 2024. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.

By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills!

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

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.