Principal Business Relationship Manager London, United Kingdom Posted 12 hours ago

Hybrid Principal Business Relationship ManagerLondon, United Kingdom Join Us At Vodafone, we're not just shaping the future of connectivity for our customers - we're shaping the future for everyone who joins our team. When you work with us, you're part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.The Technology Business Relationship Manager is the single point of contact (SPOC) for internal business customers, acting as both the Technology\_VOIS ambassador and the customer's voice. The Principal BRM manages accounts up to €100 million annually and coaches junior team members.The role covers all business cycle phases: sell, build, and run. It involves engaging with customers, identifying growth opportunities, creating business cases, overseeing transitions, ensuring service delivery, and managing financial governance.Within the context of the above the performed tasks include: Build and maintain a strong strategic relationship with key stakeholders in Technology\_VOIS and customer side (C-level and direct reports) Overall Deep Understanding of the local market/group function IT strategy, business pressures/challenges Overall Deep Understanding of Technology\_VOIS capabilities and mapping those to the customers' strategy across the managed portfolio Representation of the internal customer in service design, service portfolios and service offerings Strategic account planning optimising Identification of the business growth opportunities, creation of opportunities pipeline and best use of Technology\_VOIS capabilities Pipeline demand management Execution of demand/change management and governance Ownership of the preparation and sign off of the business case relating to the service (E2E bid management cycle) Being an escalation point during the transition period between the internal customer migrating the service form their ownership to Technology\_VOIS ownership as well as BAU (ensuring the delivery to the contractual SLAs/KPIs, cost and saving projections) Acting as the voice of the customer monitor, reporting, managing and escalating (as required) any service quality related issues with Technology\_VOIS service leads Understanding internal customers' strategy/evolution and initiating internal Technology\_VOIS change as required. Preparation and management of the Change Requests through internal governance process Accountability for the financial governance of the internal customer portfolio including charging and budgeting of respective service (ensuring consistency of the final recharge values with the BCs/CRs signed with the customer) Supporting internal Technology\_VOIS Business transformation and cost improvement initiatives Receiving and managing service escalations and managing the customer improvement plans to ensure customer satisfaction Ownership of the governance between service operations and the internal customer (monthly meetings, monthly SLA and financial reporting), including the generation and management of the customer data Ownership, preparation and execution of monthly governance meetings with the customer focussed on the discussion of the strategic questions, service performance highlights/low lights , pipeline, new opportunities, strategic initiatives, finances Ownership, preparation and execution of quarterly steerco meetings with Technology\_VOIS management and CIO (or equivalent in the Group Function) Accountability for the customer satisfaction evaluated annually via Customer Survey Generating, updating, managing account plans and account development plans Responsible for performance of accounts and customer satisfaction survey across portfolio Who you are Strategic thinking IT strategic relationship management Account management/business development IT Service management Financial governance Broad and strong IT knowledge Technology account management /consultancy experience IT service Management (ITIL) Ability to establish and maintain trust Rigor and reliability in the follow up and implementation of actions Commercial/Financial governance experienceWe are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to for guidance.Together we can.Top skillsAccount ManagementBusiness IntelligenceOperations ManagementProcess Improvement1. Customer Success Manager2. Senior Customer Success Manager3. Technology Account Manager4. Principal Business Relationship Manager5. Manager Customer Success