Senior Business Relationship Manager, IT

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the main IT relationship manager and primary point of contact for designated strategic clients.

• Build and sustain trusted relationships with customer executives, IT leaders, and key business stakeholders.

• Advocate for customer needs within the IT department while balancing organizational priorities and standards.

• Organize activities, governance meetings, and communication among global business and IT teams.

• Ensure that regional and global priorities, requirements, and service expectations are aligned.

• Create and implement customer-specific IT strategies that align with business goals and account growth plans.

• Convert customer needs into technology roadmaps, service enhancements, and transformation initiatives.

• Identify opportunities to improve customer value through innovation, automation, and new technology capabilities.

• Facilitate Monthly Business Reviews, Quarterly Business Reviews, Steering Committees, and Executive Reviews.

• Oversee service performance, customer satisfaction, risks, and initiatives for improvement.

• Ensure compliance with contractual obligations, service commitments, compliance requirements, and governance standards.

• Promote continuous improvement across customer-facing IT services.

• Assist in solution design, demand assessment, and investment discussions.

• Engage in RFI, RFQ, RFP, and business development activities.

• Lead the resolution of significant customer escalations, critical incidents, and service interruptions.

• Coordinate cross-functional teams to address complex business and operational challenges.

• Manage risks that affect customer services and strategic initiatives.

• Ensure that lessons learned and preventive measures are implemented.

• Mentor Business Relationship Managers and support capability development.

• Share best practices, governance models, and customer engagement strategies throughout the organization.

• Uphold the organization's commitment to ISO 9001 and quality, health, safety, and environmental objectives.

• Advocate for sustainability, health and safety, and environmental responsibilities in daily tasks.

• Perform additional duties as needed.

⛳️ Requirements

• A Bachelor’s degree in Information Technology, Business Administration, Supply Chain, Logistics, or a related field.

• Over 8 years of experience in customer-facing IT roles, including relationship management, service management, account management, or consulting.

• Proven experience managing strategic enterprise clients in complex global contexts.

• Strong knowledge of IT Service Management, Project Management, and Customer Governance frameworks.

• Experience in logistics, transportation, supply chain, or enterprise technology environments is preferred.

• Proficient in verbal and written English.

• Ability to foster collaborative interactions and practice active listening.

• Capable of strategic thinking.

• Experience in managing executive stakeholders.

• Competence in customer relationship management.

• Knowledge of IT Service Management.

• Commercial awareness.

• Leadership and influence skills.

• Proficient in negotiation and conflict resolution.

• Experience in risk and escalation management.

• Strong communication and presentation abilities.

• Ability to collaborate globally and possess cultural awareness.

• A mindset geared towards continuous improvement.

• Ability to exemplify DSV values and adhere to the Code of Conduct.

• Effective communication skills in a diverse multicultural setting.

• Highly skilled in MS Office.

• Capability to sit and stand for extended periods at a desk and work on a computer.

• Regular working hours apply; flexibility to work beyond these hours as business needs arise.

🏝️ Benefits

• Competitive benefits based on experience and internal equity.

• Inclusive recruitment process accommodations for candidates with disabilities.

• Occasional travel may be necessary.