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Business Relationship Manager (Head of Service Management)

Job Title: Business Relationship Manager (Head of Service Management)
Contract Type: Permanent
Location: Berkshire, England
Industry:
Salary: Negotiable
Start Date: ASAP
REF: P/SR/BRM/2_1554472007
Contact Name: Sara Rowe
Contact Email: sara.rowe@projectpeople.com
Job Published: 14 days ago

Job Description

Business Relationship Manager - ITIL - Mobile Telecoms - Permanent - Berkshire

Extensive mobile telecoms experience is essential

Role:

Relationship management:

Determines the strategic approach to understanding stakeholder objectives and requirements. Works with all interested parties to establish effective relationships between stakeholders, including responsibility for the relationship between technology functions and end users. Establishes and promotes the overall vision for how stakeholder objectives are met and determines organisational roles and alignment. Actively manages relationships with the most senior stakeholders, and is the ultimate escalation point for issue resolution.

Business process improvement:

Analyses business processes; identifies alternative solutions, assesses feasibility, and recommends new approaches, typically seeking to exploit technology components. Evaluates the financial, cultural, technological, organisational and environmental factors which must be addressed in the change programme. Establishes client requirements for the implementation of significant changes in organisational mission, business functions and process, organisational roles and responsibilities, and scope or nature of service delivery.

Service level management:

Ensures that a catalogue of available services is created and maintained and that service level agreements are complete and cost effective. Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained. Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services. Reviews service delivery to ensure that agreed targets are met and prepares proposals to meet forecast changes in the level or type of service.

Portfolio management:

Ensures that programme/project leads and/or service owners adhere to the agreed portfolio management approach and timetable and that they provide the appropriate information to agreed targets of time-lines and accuracy. Produces reports as appropriate for portfolio governance, including making recommendations for changes to the portfolio.

Performance management:

Manages individuals and groups. Allocates responsibilities and/or packages of work. Provides support and guidance as required, in line with individuals abilities. Delegates responsibilities as appropriate. Advises individuals on career paths, and encourages pro-active development of skills and capabilities. Sets performance targets, and monitors progress against agreed quality and performance criteria. Provides effective feedback, throughout the performance management cycle, to ensure optimum performance. Mentors individuals, possibly within other parts of the organisation. Participates, as appropriate, in formal processes such as compensation negotiations and disciplinary procedures.

Essential Skills:

  • UK Mobile industry knowledge - essential, must be recent
  • Experience of Senior Management cross-functional matrix working and the ability to demonstrate a collaborative approach with regards to building key relationships across the business and with external partners
  • Strong influencing skills across all levels of business
  • Excellent consultative & communications skills
  • Experience of leading significant Service/Solution outcome based delivery or Managed Services constructs utilising On/Off-Shore capabilities
  • Commercially astute, experience of significant P&L or budget responsibilities
  • Good technical understanding of RAN environment
  • Good understanding of ITILv3 & CMMI-SVS based Operations

An interest in external market factors and industry developments. A proven track record of bringing the outside into your organisation and using this to drive improvements

Project People is acting as an Employment Agency in relation to this vacancy.