IT Business Relationship Manager
RE/MAX, LLC is currently looking for an IT - Business Relationship Manager to work at our Headquarters in DTC!
Reporting to the Head of IT, the Business Relationship Manager, (BRM), will lead an IT Service Team to identify, design, develop, and support IT Services across the IT Service Management (ITSM) Lifecycle, consisting of the Strategy, Design, Transition, and Operate phases;
As the BRM you will be a strategic partner to Business Customers and the primary interface for them to provide their needs and requirements for IT services; You will work closely with customers to understand their business capabilities, capture and help prioritize their demand, and lead a team that will design, deliver and support IT services specifically to enable those capabilities; You will be expected to stimulate, surface and shape customer demand for your IT services and ensure value is realized from the services you provide
Experience:
A minimum of 12 years as an Information Technology or Technology Account Mgmt. professional
A minimum of 3 years operating at a Senior Manager or Director level within an IT or Technology Sales organization
Managed a team of 6 or more IT professionals
Served in a role that worked directly with customers in a sales, service, or support capacity
Preferably served in a role that captured customer demand and/or feedback and incorporated that input into service or product offering
Minimum 4 Year degree from an accredited University or equivalent work experience in a Business or IT management role
ITIL Certification Preferred, but not required
PMP Certification a plus
Primary
Responsibilities:
Identify business customer stakeholders and understand their business capabilities and priorities
Establish, maintain and nurture the business customer relationship; Define a communication and collaboration protocol that best suits your customers' needs
Capture and help shape customer demand (ex. opportunities); Understand how demand aligns to current (and/or future) business capabilities
Collaborate with customers to select the opportunities to implement (i.e. service changes) based on needs, business value, constraints, etc.
Work with the Service Delivery Manager (SDM) as needed to help plan the design and delivery of new services and service changes
Solicit and record customer feedback and take action where needed; communicate planned actions back to customers
Regularly measure customer satisfaction levels (via surveys) and identify steps to improve satisfaction levels
Establish service level agreements (SLAs) with the customer and lead all service performance reviews with the customer and service team
Serve as an escalation point to the Service Support Manager (SSM) for high priority service incidents
Identify, plan, and lead initiatives to continuously improve the efficiency and effectiveness of your IT services and service team operations
Directly manage the service team which will consist (initially) of 6-12 members; conduct regular (weekly) service team meetings to guide direction, discuss progress, and remediate issues
Regularly review and report on service team and individual performance
Participate in the BRM Community of Practice (CoP) to regularly collaborate with fellow BRMs, sharing ideas, best practices, lessons learned, and establishing BRM standards
Define, manage, and report on the IT service team operating budget
Skills:
Strong communication, facilitation and negotiation skills
Excellent interpersonal and team leadership skills
Understanding of IT systems environments and IT industry trends
Ability to effectively engage senior IT and business leaders
Demonstrated track record of providing strategic leadership and bringing innovative (technology) solutions to meet complex business challenges
Able to influence IT and business stakeholders to balance competing interests for optimal outcomes
Experience in initiating major IT investment efforts and articulating concrete benefits for those investments
Experience in managing IT operating budgets and managing Annual Operating Plans
Understanding of franchising business model a plus
40 Years of Outstanding Agents & Outstanding Results. At RE/MAX we have created a world-class, industry leading organization that has become the #1 real estate brand in the world. Every RE/MAX team and department makes an important contribution to our story. That's why we offer a wide range of advantages from excellent benefits to competitive compensation; from exceptional training and growth opportunities to a safe and invigorating work environment. Expect more! Build a career where your contribution is valued and you can work with some of the brightest, gifted and fun employees! Join the RE/MAX team today!
RE/MAX, LLC is an equal opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, veteran status, disability unrelated to performing the essential task of the job or other legally protected categories. All persons shall be afforded equal employment opportunity.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Reporting to the Head of IT, the Business Relationship Manager, (BRM), will lead an IT Service Team to identify, design, develop, and support IT Services across the IT Service Management (ITSM) Lifecycle, consisting of the Strategy, Design, Transition, and Operate phases;
As the BRM you will be a strategic partner to Business Customers and the primary interface for them to provide their needs and requirements for IT services; You will work closely with customers to understand their business capabilities, capture and help prioritize their demand, and lead a team that will design, deliver and support IT services specifically to enable those capabilities; You will be expected to stimulate, surface and shape customer demand for your IT services and ensure value is realized from the services you provide
Experience:
A minimum of 12 years as an Information Technology or Technology Account Mgmt. professional
A minimum of 3 years operating at a Senior Manager or Director level within an IT or Technology Sales organization
Managed a team of 6 or more IT professionals
Served in a role that worked directly with customers in a sales, service, or support capacity
Preferably served in a role that captured customer demand and/or feedback and incorporated that input into service or product offering
Minimum 4 Year degree from an accredited University or equivalent work experience in a Business or IT management role
ITIL Certification Preferred, but not required
PMP Certification a plus
Primary
Responsibilities:
Identify business customer stakeholders and understand their business capabilities and priorities
Establish, maintain and nurture the business customer relationship; Define a communication and collaboration protocol that best suits your customers' needs
Capture and help shape customer demand (ex. opportunities); Understand how demand aligns to current (and/or future) business capabilities
Collaborate with customers to select the opportunities to implement (i.e. service changes) based on needs, business value, constraints, etc.
Work with the Service Delivery Manager (SDM) as needed to help plan the design and delivery of new services and service changes
Solicit and record customer feedback and take action where needed; communicate planned actions back to customers
Regularly measure customer satisfaction levels (via surveys) and identify steps to improve satisfaction levels
Establish service level agreements (SLAs) with the customer and lead all service performance reviews with the customer and service team
Serve as an escalation point to the Service Support Manager (SSM) for high priority service incidents
Identify, plan, and lead initiatives to continuously improve the efficiency and effectiveness of your IT services and service team operations
Directly manage the service team which will consist (initially) of 6-12 members; conduct regular (weekly) service team meetings to guide direction, discuss progress, and remediate issues
Regularly review and report on service team and individual performance
Participate in the BRM Community of Practice (CoP) to regularly collaborate with fellow BRMs, sharing ideas, best practices, lessons learned, and establishing BRM standards
Define, manage, and report on the IT service team operating budget
Skills:
Strong communication, facilitation and negotiation skills
Excellent interpersonal and team leadership skills
Understanding of IT systems environments and IT industry trends
Ability to effectively engage senior IT and business leaders
Demonstrated track record of providing strategic leadership and bringing innovative (technology) solutions to meet complex business challenges
Able to influence IT and business stakeholders to balance competing interests for optimal outcomes
Experience in initiating major IT investment efforts and articulating concrete benefits for those investments
Experience in managing IT operating budgets and managing Annual Operating Plans
Understanding of franchising business model a plus
40 Years of Outstanding Agents & Outstanding Results. At RE/MAX we have created a world-class, industry leading organization that has become the #1 real estate brand in the world. Every RE/MAX team and department makes an important contribution to our story. That's why we offer a wide range of advantages from excellent benefits to competitive compensation; from exceptional training and growth opportunities to a safe and invigorating work environment. Expect more! Build a career where your contribution is valued and you can work with some of the brightest, gifted and fun employees! Join the RE/MAX team today!
RE/MAX, LLC is an equal opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, veteran status, disability unrelated to performing the essential task of the job or other legally protected categories. All persons shall be afforded equal employment opportunity.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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