Senior Manager- Business Relationship Manager- Pune
Who we are
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture
What you’ll do
Technology_VOIS 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 Technology_VOIS “ambassador” towards the customer and customer “Voice” towards Technology_VOIS.
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 Technology_VOIS capabilities, creating the commercially viable business case, overseeing transition and BAU (ensuring the service is delivered as per agreed SLAs and KPIs), financial governance for the provided service.
Within the context of the above the performed tasks include:
- Build a strong strategic relationship with key stakeholders in Technology_VOIS and customer side (C-level and direct reports)
- Understanding of the local market/group function IT strategy, business pressures/challenges
- 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
Who you are
- Presale/Bid management/Commercial/Financial governance experience
- Experience in Customer Relationship/Business Relationship or Business or Client Engagment
- Good understanding of Telco IT landscape and other emerging technologies like BI, AD, AI or RPA etc
- Technology account management/consultancy experience
- Exposure in Account growth and Business Development
Good to have skills/experience:
• Strategic thinking
• IT strategic relationship management
• Account management/business development
• IT Service management
• ITIL
Not a perfect fit?
What skills you will learn
• 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
VOIS Equal Opportunity Employer Commitment
Join Us
At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
Alert
Apply for Vodafone jobs only through the official Vodafone Careers website to avoid job scams and fraud.
#JDEnhancedByTARA
Follow us on social media and #StayConnected