Principal Technology Business Relationship Manager Job Johannesburg area,South Africa,Management

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Role Purpose/Business Unit:

is an internal organisation that acts as an internal service provider to the local markets or group functions (referred as “customer” going forward).

Technology Business Relationship Manager acts as the SPOC (single point of contact) for the internal business customer performing both - a role of “ambassador” towards the customer and customer “Voice” towards .

The Principal BRM will typically manage a small portfolio of accounts up to a value of €100 Million in recharges per annum and can be expected to manage and coach junior colleagues in the team that support to deliver value, transformation and new service to those customers.

The role includes all three business cycle phases: sell, build, run. Starting from the engagement with the customer, identification of the business growth opportunities based on the customer needs and 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.

Your responsibilities will include:

Manage strategic key stakeholders relationships and act as the SPOC for customer issues and escalations

Opportunity identification and management via internal due diligence to create a pipeline of opportunities

Own and manage the preparation and sign off of the business case relating to the service

Oversee and act as escalation point during service transition period and BAU

Organise and manage the governance strong governance across service life cycle

Build and maintain a strong strategic relationship with key stakeholders in 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 capabilities and mapping those to the customers’ strategy across the managed portfolio

Representation of the internal customer in service design, service portfolios and service offerings

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

Being an escalation point during the transition period between the internal customer migrating the service form their ownership to ownership as well as BAU (ensuring the delivery to the contractual SLAs/KPIs, cost and saving projections)

Acting as the voice of the customer monitor, reporting, managing and escalating (as required) any service quality related issues with service leads

Understanding internal customers’ strategy/evolution and initiating internal change as required. Preparation and management of the Change Requests through internal governance process

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 Business transformation and cost improvement initiatives

Receiving and managing service escalations and managing the customer improvement plans to ensure customer satisfaction

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 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 management and CIO (or equivalent in the Group Function)

Accountability for the customer satisfaction evaluated annually via Customer Survey

Generating, updating, managing…


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