Business Manager (VOIS_C-Level_SLAs_KPIs)

• 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
• 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 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)
• Being an escalation point during the transition period between the internal customer migrating the service form their ownership to Technology_VOIS 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 Technology_VOIS service leads
• Understanding internal customers' strategy/evolution and initiating internal Technology_VOIS 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 Technology_VOIS 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 Technology_VOIS management and CIO (or equivalent in the Group Function)
• Accountability for the customer satisfaction evaluated annually via Customer Survey
• Generating, updating, managing account plans and account development plans
• Responsible for performance of accounts and customer satisfaction survey across portfolio

Who You Are

• Strategic thinking
• IT strategic relationship management
• Account management/business development
• IT Service management
• Financial governance
• Broad and strong IT knowledge
• Technology account management/consultancy experience
• IT service Management (ITIL)
• Ability to establish and maintain trust
• Rigor and reliability in the follow up and implementation of actions
• Commercial/Financial governance experience

PLEASE ONLY APPLY IF YOU HAVE A VALID WORKING VISA FOR EUROPE