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 trustful relationships with customer executives, IT leaders, and business stakeholders

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

• Organize governance forums and ensure effective communication across global business and IT teams

• Align regional and global priorities, requirements, and service expectations

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

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

• Discover innovation, automation, and emerging technology opportunities to boost customer value

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

• Track service performance, customer satisfaction, risks, and initiatives for improvement

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

• Promote ongoing improvement across customer-facing IT services

• Assist in solution design, demand assessment, investment discussions, and RFI/RFQ/RFP processes

• Oversee the resolution of major customer escalations, critical incidents, and service interruptions

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

• Manage risks and apply lessons learned along with preventive measures

• Mentor Business Relationship Managers and aid in capability development

• Share best practices and customer engagement strategies throughout the organization

• Support ISO 9001 and DSV quality, health, safety, and environmental objectives

• Perform additional duties as required

⛳️ Requirements

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

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

• Experience managing strategic enterprise clients in complex global settings

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

• Preferred experience in logistics, transportation, supply chain, or enterprise technology sectors

• Proficient in verbal and written English

• Strategic mindset

• Ability to manage executive stakeholders

• Expertise in customer relationship management

• Knowledge of IT Service Management

• Commercial awareness

• Skills in leadership and influence

• Proficiency in negotiation and conflict resolution

• Experience in risk and escalation management

• Strong communication and presentation abilities

• Capability for global collaboration and cultural awareness

• Effective communication in a diverse multicultural context

• High proficiency in MS Office

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

• Regular working hours apply; flexibility may be needed based on business requirements

🏝️ Benefits

• Eligible benefits based on experience and internal equity

• Inclusive recruitment process accommodations for candidates with disabilities

• Occasional travel may be necessary