BRM

Role title: Technology Business Relationship Manager (BRM)

Function: Group Technology/D&IT

Band: G

Department: Technology_VOIS

Reports to: VP – Lead BRM / GM – BRM 

Location: Pune, India

Role purpose: 

Technology_VOIS is an internal systems integrator i.e., service provider to Vodafone’s local market, partner markets, joint ventures, and enterprise customers. This role is equivalent to a combination client engagement and SDM role found in Customer Business Units or Accounts management team in global system integrators.

• As a BRM your primary responsibility will be to manage end to end relationship with the assigned market / customer which includes managing service delivery and service operations, driving operational and financial governance, transitioning and governing services once contract is signed, Identifying, and driving growth opportunities.

• To succeed in the role, ideal candidate will have an experience in global environment with client relationship management and accounts management activities as well as Services delivery management, Transition management, financial governance, and operational governance of the services.

• Manage a strong strategic & operational relationship with key stakeholders in Technology_VOIS and customer side (Heads of Services, Service Owners, CIO’s office IT Governance and PMO, Finance partners, supply chain)

• BRM works in partnership with delivery and customer’s IT teams to understand IT Strategy and business priorities and input the learnings into strategic account planning.

• BRM curate services delivery with customer point of view across individual internal teams

• Take ownership and drive internal delivery teams (Global Service Lines) and internal support teams (Hiring, Transition, Business Support, and other Enabling functions) as well as influence customers (Local Markets)

• Drive account governance (operational / SLA/KPIs and financial/cost control/invoicing etc), Function as a voice of customer, proactively identifying potential risks or issues in BAU Delivery or transition. Curate and propose mitigation, align services lead or GSLs, customer heads of service or services owners.

• Receiving and managing service escalations, translate customer dissatisfaction and complaints related into Service Improvement Plan (SIP) & implement SIPs, manage overall customer satisfaction (CSAT).

• Strategic account planning, optimising, Identification of the business growth opportunities, creation of opportunities pipeline and best use of Technology_VOIS 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)

• Accountability for the financial governance of the internal customer portfolio including charging and budgeting of respective service (ensuring consistency of the final recharge/invoice values with the BCs/CRs signed with the customer)

• Supporting internal Technology_VOIS Business transformation and cost improvement initiatives 

• 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 Technology_VOIS management and CIO (or equivalent in the Group Function)

• Accountability for the CSAT and NPS scores evaluated annually via Customer Survey

• Generating, updating, managing strategic account development and management plans

Key accountabilities and decision ownership: 

• Manage key stakeholder relationships and function as the SPOC for customer issues and escalations

• Oversee service transition period and BAU Services Delivery and Management

• Organise and manage strong operational and financial governance across life cycle of service

• Account farming, opportunity identification, and management via internal due diligence to create a pipeline of demands for execution

• Own and manage proposal preparation and sign-off leading to commercial business case approvals relating to the service 

Key performance indicators:

• Business Growth

• Service Quality & Cost

• Customer satisfaction

Core competencies, knowledge, and experience:

Essential: 

• Account management or client engagement and strategic relationship management in IT

• Effective communication skills with business acumen required to interact across global teams across the organization

• Strategic thinking, Creative solutioning, Commercial awareness and financial governance

• Experience in service delivery, presales and solutioning, RFP/RFI, bid management for medium to large proposal (circa €15mn)

Experience: 

• ITIL, DevOps, Agile, SAFe, 

• Key relationship management, Account mining and farming, Strategic planning, Service Delivery management

Must have technical / professional qualifications: 

• Broad and strong IT knowledge with experience in Telco IT Stack, Software engineering, digital technology, OSS/BSS Transformation 

• Technology transformation and driving Operational efficiency

• Technology account management/consultancy experience

• Commercial/Financial governance experience

• IT service Management (ITIL), 

• Strategic account planning, drive transformation objectives and insourcing, senior stakeholder engagement

• Italian or Spanish language knowledge will be an advantage

• Experience in European and/or African region will be an advantage

Information required for banding / grading.

Note: The content of this page is not part of the role profile. Please make sure that all relevant accountabilities, competencies, knowledge, and experience are included in the role profile. 

Topic 

Please describe

Scale of influence across organisation

(H, M or L and description e.g., direct, and indirect interfaces across markets / levels etc.)

H – Ability to influence, negotiate, persuade internal and external customers at all levels

Strategic elements of role

(H, M or L and description e.g., long term roadmaps / priorities / decision making etc. versus day-to-day operational activities)

H – Ability to build and maintain strong business relationships across all levels of the business with clear Strategic thinking. Overall accountability for driving strategic alignment enabling Growth and Service delivery continuity

Operational accountability and impact on service to customers

(H, M or L and description e.g., level of influence on customer experience, management of large operational teams etc)

M – Comfortable leading virtual teams, work under portfolio lead BRM, fully accountability for individual portfolio for driving proposals, business cases, operational governance, financial reviews, project planning & mitigation, managing and running steerco for senior Execs and CIOs

Impact of risks managed by role on Vodafone. 

(H, M or L and description e.g., management of stability of networks, large budgets, strategic direction etc)

M – Assertive but diplomatic, relentless with powerful desire to endure with issues to ensure completion, able to gather information, construct visualisation and present finding to senior stakeholders

Level of expert knowledge required for role.

(H, M or L and description e.g., knowledge of technologies, centres of excellence etc)

H – Need particularly good understanding of Digital & IT Stacks for Telecom and Tech companies. Good understanding of financial metrics and terminology. Experience in Sales management/Account management/Business Development experience

Extent that individual thinking and judgement are required for role.

(H, M or L and description e.g., repetitive, and formulaic activities versus creation of innovative approaches)

H – Need for individual thinking is important although services are moderately standard across the organization; each BC or Bid will have its unique variances and market dynamics. Initiative-taking with agile and adaptable approach to work, with a proven history demonstrating cooperation, strong influence and relationship management skills, and customer centric thinking

Critical success factors and competencies for role

 (e.g., knowledge of telecoms technologies, influencing skills, critical thinking etc.)

Knowledge of IT and Digital technology in Telecoms. Account management and Business Development experience. Strong written and verbal communication skills including an ability to understand specialised technical language. Understanding of DevOps, Agile, SAFe, OSS/BSS Transformation, IT Operations, Application Dev and Testing, Professional services, Service Desk, Networks, AI, and Robotics. Commercial/Financial governance experience. Good knowledge of bid management process, Project planning and execution for insourcing, Documentation & Presentation skills.