Business Relationship Manager

- Responsible for Customer Satisfaction scores from their business counterparts
- Responsible to ensure that escalations and services provided to the business unit is handled in an effective manner
- Works with the other team members to ensure the services meets business needs
- Responsible to document and understand customer requirements and services and the business outcomes they wish to achieve
- Responsible for leveraging information and IT for competitive advantage
- Responsible to improve the business value realized through IT Service Provider
- Responsible to identify changes to the customer environment that could potentially impact the services provided
- Responsible to establish and articulate business requirements for new services or changes to existing services
- Responsible to ensure formal complaints and escalation processes are available to customers
- Would preside and conduct review meetings for the business units
- Would create the business continuity requirements for the business unit and work with Service Delivery Managers to implement the same
- Would bring in the business unit focus to the value add generation and continual service improvement
- Would ensure that business outcomes and customer requirements are documented and signed off on by the customer as inputs into service portfolio management and service design processes
- Would provide input about changes to the customer environment that result in changes to services and strategy, resulting in improved customer satisfaction scores
- Critical success factor would be the number of complaints and escalations are measured and trended over time and by customer