Senior Manager- Business Relationship Manager- Pune

Job Description

About VOIS

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.

Over 29,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.

Established in 2006, VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

About VOIS India

In 2009, VOIS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.

Role Purpose

Technology_VOIS is an internal organisation that acts as an internal service provider to the local markets or group functions (referred as “customer” going forward).
Technology Business Relationship Manager acts as the SPOC (single point of contact) for the internal business customer performing both - a role of Technology_VOIS “ambassador” towards the customer and customer “Voice” towards Technology_VOIS.
The role includes all three business cycle phases: sell, build, run starting from the engagement with the customer, identification of the business growth opportunities based on the customer needs and Technology_VOIS capabilities, creating the commercially viable business case, overseeing transition and BAU (ensuring the service is delivered as per agreed SLAs and KPIs), financial governance for the provided service.
Within the context of the above the performed tasks include:
- Build a strong strategic relationship with key stakeholders in Technology_VOIS and customer side (C-level and direct reports)
- Understanding of the local market/group function IT strategy, business pressures/challenges
- 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

Must have technical / professional qualifications:

• Broad and strong IT knowledge
• Technology account management/consultancy experience
• IT service Management (ITIL)
• Rigor and reliability in the follow up and implementation of actions
• Commercial/Financial governance experience

Core competencies, knowledge and experience:

• Strategic thinking
• IT strategic relationship management
• Account management/business development
• IT Service management
• Financial governance

Key accountabilities and decision ownership

• Manage strategic key stakeholders relationships and act as the SPOC for customer issues and escalations
• Opportunity identification and management via internal due diligence to create a pipeline of opportunities
• Own and manage the preparation and sign off of the business case relating to the service
• Oversee and act as escalation point during service transition period and BAU
• Organise and manage the governance strong governance across service life cycle

VOIS Equal Opportunity Employer Commitment

VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 10 Best Workplaces for Millennials, Equity, and Inclusion, Top 50 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 10th Overall Best Workplaces in India by the Great Place to Work Institute in 2024. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.

By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills!

Apply now, and we’ll be in touch!