Business Relationship Manager

6 months ago

Fort Saskatchewan, Canada Dow Full time

At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet.

Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration. If you’re looking for a challenge and meaningful role, you’re in the right place.

About you and this role:
Dow has an exciting opportunity for a Business Relationship Manager located in Fort Saskatchewan (AB, CAN).

The Business Relationship Manager maximizes the value of Dow's IT investments and capabilities by working with Dow businesses to understand their business strategies and define a business IT strategy. Defines implementation projects for the business, the value of these business projects, and ensures that the business projects are understood, prioritized and delivered by the IT organization. Requires a combination of technical, functional, business and soft skills to act as an IT “Account Manager” with the business. Helps to define and validate the Dow IT strategy to ensure it will accelerate Dow businesses strategies.

In this role, you will require in-depth conceptual and working knowledge of your discipline or functional area. You will need to understand your discipline's best practices and how they relate to others. You may need to lead small projects with manageable risks and resource requirements as well as serve as a resource for less experienced colleagues. You should also be able to explain difficult or sensitive information and work to build consensus with others.

It is your responsibility to analyze and resolve complex problems, examine information from multiple sources, and use judgement to evaluate established and new solutions. Your performance impacts a range of customer, operational, project, or service activities within your own team and other related teams and requires that you work within established guidelines and policies.

**Responsibilities**:
Client Relationship Management: Foster and facilitate productive partnerships between Client and Provider.
- COORDINATE CONNECTIONS TO MOBILIZE PROJECTS AND CONTINUOUS IMPROVEMENTS
- Provide client requirements for site specific projects requiring changes in the IT infrastructure, products or services.
- Act as Partner Project Manager during the execution of site-specific IT infrastructure projects.
- Act as a regional liaison, coordinator and client ambassador for implementing global projects like enterprise workstation, Cloud Voice, Next Generation Telecom, etc. at a site level.
- Coordinate across IT organizations to ensure end to end coordination for successful client experience
- DEFINE AND SHAPE CUSTOMER DEMAND
- Collaborate with site management to identify site specific business critical activities where failing IT services could result in a significant negative business impact
- Enhance I/S credibility by establishing and maintaining relationships with site leadership teams
- Represent the employee experience and business outcomes by representing client needs / voice of the client.
- SOCIALIZE CURRENT SERVICE OFFERINGS TO IMPROVE AWARENESS AND INTEGRATION
- Provide IT consultancy and education on the use and added value of IT products and services.
- Promotes existing IT solutions to clients based on need/value.
- Assists with the adoption of I/S Services, providing training and communication to clients
- Establish and maintain site specific Work Group Contact networks to ease the interaction and delivery of services to the total user community at a site level.

Supplier Relationship Management: Coordination of key roles, resources, and capabilities between the Clients, Product Teams and Provider
- DRIVE VALUE REALIZATION FROM CURRENT SERVICE OFFERINGS FROM SERVICE PROVIDER
- Partner with I/S Service Management teams to manage I/S affordability while unlocking the business value that I/S brings to the region.
- Represents service feedback from the clients to IT.
- Partner with our strategic outsource providers in the region to ensure effective delivery of IT services and solutions
- MANAGE SERVICE PERFORMANCE Work with Client to ensure alignment between Service performance expectations and Service Offerings. Escalating any gaps in expectation to the global Service Delivery team.
- Manage the local site team to ensure service quality, timeliness of deliverables, responsiveness to client requests, and accuracy of status and metric information
- Monitor supplier performance reports as compared to client satisfaction sentiment of Services at a site and regional level, share as needed with clients and work with global service delivery team to reso

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