Relationship Manager at Heirs Technologies

• The Business Relationship Manager (BRM) ensures successful client engagement, technology service delivery, and program execution. This role is the strategic interface/single point of contact between client and internal and/or external technology teams, responsible for aligning service offerings with client objectives, while also managing the successful execution of complex technology programs. The ideal candidate will combine relationship management expertise with program leadership to deliver exceptional value to clients and ensure the seamless delivery of technology solutions.

Responsibilities

Client Relationship & Partnership Management:

• Serve as the primary point of contact for clients, fostering strong, trust-based relationships.
• Understand clients’ business needs and translate them into tailored technology service offerings.
• Partner with clients to align technology service delivery with their strategic objectives, ensuring continuous engagement and satisfaction.
• Act as a trusted advisor by providing insights on emerging technologies and service innovations that can drive client success.

Program & Project Management:

• Lead and manage complex technology programs, including digital transformation initiatives and infrastructure upgrades, ensuring alignment with client goals.
• Develop comprehensive program roadmaps and oversee their execution, ensuring all projects are delivered on time, within scope, and within budget.
• Work with cross-functional teams (engineering, infrastructure, cybersecurity, etc.) to ensure seamless program delivery across multiple client accounts.
• Proactively manage program risks and issues, ensuring timely resolution and maintaining communication with both internal teams and clients.

Technology Service Delivery:

• Ensure that technology services are delivered according to service level agreements (SLAs) and meet or exceed client expectations.
• Work with service delivery teams to ensure operational efficiency and continuous improvement.
• Monitor service performance, ensuring that all metrics are met, and conduct regular service reviews with clients to assess satisfaction and identify areas for improvement.

Change Management & Client Adoption:

• Manage client change initiatives, ensuring smooth adoption of new services or technologies.
• Develop communication plans and training materials to support client transitions to new technologies and service models.
• Provide on-site or remote support to clients to ensure successful adoption and integration of new services.

Demand Management & Service Alignment:

• Work with clients to prioritize service requests and ensure alignment with the company’s capacity and service delivery capabilities.
• Collaborate with internal and/or external technology teams to ensure the effective allocation of resources to meet client demands.
• Manage new service requests, ensuring they are evaluated, scoped, and integrated into the broader service delivery model.

Stakeholder & Vendor Management:

• Manage relationships with both internal and external stakeholders, including technology vendors, ensuring alignment with client needs and organizational goals.
• Negotiate contracts, service agreements, and delivery timelines to ensure maximum value and service quality for clients.
• Facilitate regular meetings with key stakeholders to review progress, address concerns, and communicate strategic opportunities.

Financial & Resource Management:

• Oversee program budgets, ensuring that technology service delivery and program execution are conducted within financial constraints.
• Track and report on financial performance, identifying opportunities for cost optimization in technology service delivery.
• Optimize resource allocation across multiple client programs, ensuring that both human and technical resources are efficiently utilized.

Continuous Improvement & Innovation:

• Identify opportunities for process improvement within the delivery of technology services, driving efficiency and service excellence.
• Stay informed on industry trends, new technologies, and client needs, providing recommendations to improve service offerings and enhance client satisfaction.
• Conduct post-program reviews to gather feedback, identify lessons learned, and implement continuous improvement initiatives.

Skills and Competencies:

• Client Engagement & Relationship Building: Strong ability to build and maintain trusted relationships at executive level with clients and partners, aligning business goals with service delivery.
• Technology Program Leadership: Proven ability to lead large-scale technology programs, with strong project management skills and experience in managing multiple clients.
• Service Delivery Expertise: Deep knowledge of technology service delivery models, including cloud, infrastructure, and managed services.
• Financial Acumen: Experience in managing program budgets and ensuring technology solutions deliver measurable ROI for clients.
• Communication & Negotiation Skills: Excellent communication, presentation, and negotiation skills, with the ability to articulate technology solutions and align stakeholder expectations.
• Problem Solving & Risk Management: Strong problem-solving abilities, with a proactive approach to identifying and mitigating risks throughout the program lifecycle.
• Adaptability & Continuous Improvement: Comfortable in a fast-paced environment, driving innovation and continuous improvement within technology service delivery.

Qualifications:

• First Degree in Business, Computer Science, Information Technology, or a related field.
• Minimum 10-15 years of experience in Business Relationship Management, Program Management, Managed Service, or Service Delivery in an IT Services company or IT consultancy.
• Proven experience managing complex technology programs and delivering service solutions to clients, with a successful track record of exceeding client expectations.
• PMP, PgMP, or ITIL certification is preferred; BRMP certification is a plus.
• Strong understanding of technology services such as cloud computing (AWS, Azure), managed services, cybersecurity, and IT infrastructure.
• Experience managing relationships with external technology vendors and third-party service providers.

Deadline Not Specified

How to Apply: Interested applicants should Click Here to apply online.