Business Relationship Manager

Job Description

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture

About this Role

We are seeking a Technology Business Relationship Partner to act as the single point of contact between Technology_VOIS and internal business customers. This role is central to shaping strong, strategic partnerships by representing Technology_VOIS capabilities to customers while ensuring the customer voice is embedded across service design, delivery, and governance. The role spans the full service lifecycle—sell, build, and run—and focuses on opportunity identification, business case ownership, service transition, BAU performance, and financial governance.

What you will do

• Build and sustain trusted strategic relationships with senior stakeholders across Technology_VOIS and internal customer organisations.
• Develop a strong understanding of customer IT strategies, business challenges, and market pressures.
• Represent internal customers in service design, portfolio development, and service offerings.
• Lead strategic account planning, identifying growth opportunities and building a robust opportunity pipeline aligned to Technology_VOIS capabilities.
• Own pipeline demand management, including execution of demand and change governance.
• Take end-to-end ownership of business case preparation and sign-off, including the full bid management lifecycle.
• Act as the escalation point during service transition and BAU, ensuring delivery against agreed SLAs, KPIs, cost, and savings commitments.
• Serve as the voice of the customer by monitoring service quality, managing issues, and escalating concerns to service leads where required.
• Anticipate customer strategy changes and initiate internal Technology_VOIS change requests through established governance processes.
• Ensure financial governance of the customer portfolio, including budgeting, charging, and alignment of recharges with approved business cases and change requests.
• Support Technology_VOIS transformation and cost improvement initiatives.
• Lead service escalation management and customer improvement plans to drive satisfaction.
• Own customer governance forums, including monthly operational reviews, SLA and financial reporting, and data management.
• Prepare and facilitate monthly and quarterly governance and steering committee meetings with customers and senior Technology_VOIS leadership.
• Maintain accountability for annual customer satisfaction survey outcomes.
• Develop, maintain, and update account and account development plans.

Who you are

• A strategic thinker with strong relationship and stakeholder management capability.
• Experienced in technology account management, consultancy, or business development within IT environments.
• Knowledgeable in IT service management principles, including ITIL practices.
• Confident in financial and commercial governance, including budgeting, charging, and cost control.
• Organised, reliable, and rigorous in follow-up, governance, and execution.
• Comfortable acting as an escalation point and navigating complex, matrixed organisations.

Not a Perfect Fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What’s in it for you

• Opportunity to influence strategic technology decisions across Vodafone Group.
• Exposure to senior stakeholders and complex, international customer environments.
• A role with end-to-end ownership across the full service lifecycle.
• Participation in transformation and cost optimisation initiatives within a global organisation.

What skills you will learn

• Advanced strategic account and stakeholder management.
• Commercial and financial governance within large-scale technology services.
• End-to-end service lifecycle management, from opportunity creation to BAU delivery.
• Governance and escalation management in complex, multi-vendor environments.

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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