If you feel you are qualified reach out directly to:
Mark Lawrence
@
Jarvis Walker
Executive Search in Information Technology
Phone 973-966-0900 Ext. 418
30 Vreeland Rd., Florham Park, NJ 07932
Email: MarkL@jwnj.com
Web site: www.Jarviswalker.com
LinkedIn: www.LinkedIn.com/in/MarkLawrenceJWNJ
BUSINESS RELATIONSHP MANAGER
SUMMARY:
Infrastructure's Business Relationship Manager for Business Operations is the single point of contact between Infrastructure and the Application Development & Support Teams supporting Business Operations for planning and managing the level of service delivered by Infrastructure. Business Operations includes corporate functions - Finance, HR, Supply Chain. This position is responsible for maintaining strong, respected, trusted and on-going relationships with IBO supporting Business Operations, as their customer, and with all areas of Infrastructure. This position understands Business Operations' current and planned needs for services, and Infrastructure's capabilities to support them.
The Business Relationship Manager manages the relationship between Infrastructure and IBO and ensuring the services are satisfying their business needs.
The position will also develops Service Level Agreements (SLAs) and/or Objectives (SLOs) for defined services, develop effective performance measurements, establish continuous improvement programs that include ongoing reviews of performance, and communicates with the Business Operations teams to ensure that requests for new or modified services are received, noted and if agreed, executed and delivered.
RESPONSIBILITIES:
• Negotiation, creation, revision, and on-going support of Business Operations focused Service Level Agreements and Objectives.
• Directly interface with IBO members on a continual basis to determine critical success factors, clearly define expectations, communicate project status, develop optimal maintenance windows and communicate both positive and negative performance on a pre-determined schedule.
• Continuously manage & monitor infrastructure project portfolio ensuring service delivery to Business Operations incorporating both active and upcoming projects and services. Manage the communications and status of multiple projects and services with multiple customers.
• Work with the customer and infrastructure to align project & business needs and infrastructure capabilities. Drive project and activity prioritization.
• Produce a regular Services Scorecard and management reports that indicate how well Infrastructure is meeting service objectives and provides Infrastructure management the information needed to address shortfalls or negatives trends.
• Apply experience and technical knowledge to address Business Operations customer's requirements.
• Serve as an advocate for infrastructure initiatives and relationships.
• May serve on and coordinate various standing and ad hoc committees associated with customer's activities.
• Support the business with the promised customer's services while recognizing and communicating opportunities for improving customer's service and efficiency and effectiveness.
• Provide post-implementation review details about associated incidents, problems, and errors; through reviews with the customers and with Infrastructure, continuously improve service support and delivery mechanisms.
• Seek and maintain constant contact with customer's management.
• Assist service-level management (SLM) to ensure that existing services meet service targets, planned new services meet deadlines, and targets are realistic and achievable.
• Develop and maintain a prioritized list of all outstanding service improvement and enhancement requests.
• Assist in the development and maintenance of the enterprise service catalog associated with Business Operations customers' services.
QUALIFICATIONS:
Education: Bachelor's Degree in Computer Science, business, or related field,
Experience: 7 years of management experience in an enterprise IT environment
Licensure/Credentials: PMI Certified preferred, ITIL Foundations a plus
SKILLS/ABILITIES:
• Proven ability to build relationships and influence all levels within an organization.
• Self-starter who can identify and solve problems with minimal guidance.
• Skilled negotiator with the capability to develop and sell win-win scenarios.
• Strong knowledge of the Pharmaceutical Industry and Informatics processes, a good understanding of Business Operations Functions (Finance, HR, and Supply Chain) and associated SAP knowledge a plus.
• Strong verbal and written communication skills.
• Cross-functional / team management skills--ability to work in matrix organization structure with strong conflict resolution skills.
• Ability to work and effectively prioritize in a highly dynamic and virtual work environment that includes a global focus.
• Excellent presenter with the ability to develop and present content in a concise, professional manner.
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