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At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
What you’ll do
The Technology Business Relationship Manager is the single point of contact (SPOC) for internal business customers, acting as both the Technology_VOIS ambassador and the customer's voice. The Principal BRM manages accounts up to €100 million annually and coaches junior team members.
The role covers all business cycle phases: sell, build, and run. It involves engaging with customers, identifying growth opportunities, creating business cases, overseeing transitions, ensuring service delivery, and managing financial governance.
Within the context of the above the performed tasks include:
1. Build and maintain a strong strategic relationship with key stakeholders in Technology_VOIS and customer side (C-level and direct reports)
2. Overall Deep Understanding of the local market/group function IT strategy, business pressures/challenges
3. Overall Deep Understanding of Technology_VOIS capabilities and mapping those to the customers’ strategy across the managed portfolio
4. Representation of the internal customer in service design, service portfolios and service offerings
5. Strategic account planning optimising Identification of the business growth opportunities, creation of opportunities pipeline and best use of Technology_VOIS capabilities
6. Pipeline demand management
7. Execution of demand/change management and governance
8. Ownership of the preparation and sign off of the business case relating to the service (E2E bid management cycle)
9. 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)
10. Acting as the voice of the customer monitor, reporting, managing and escalating (as required) any service quality related issues with Technology_VOIS service leads
11. Understanding internal customers’ strategy/evolution and initiating internal Technology_VOIS change as required. Preparation and management of the Change Requests through internal governance process
12. 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)
13. Supporting internal Technology_VOIS Business transformation and cost improvement initiatives
14. Receiving and managing service escalations and managing the customer improvement plans to ensure customer satisfaction
15. 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
16. 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
17. Ownership, preparation and execution of quarterly steerco meetings with Technology_VOIS management and CIO (or equivalent in the Group Function)
18. Accountability for the customer satisfaction evaluated annually via Customer Survey
19. Generating, updating, managing account plans and account development plans
20. Responsible for performance of accounts and customer satisfaction survey across portfolio
Who you are
21. Strategic thinking
22. IT strategic relationship management
23. Account management/business development
24. IT Service management
25. Financial governance
26. Broad and strong IT knowledge
27. Technology account management /consultancy experience
28. IT service Management (ITIL)
29. Ability to establish and maintain trust
30. Rigor and reliability in the follow up and implementation of actions
31. Commercial/Financial governance experience