Director: Business Relationship Management
AppLabs - Falls Church, VA

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Summary

Provides vital liaison between the Business Technology (BT) function and the CSC business user community of nearly 100,000 people in more than 70 countries. Ensures CSC business objectives, requirements and constraints are clearly understood by the Business Technology function and, conversely, that BT functional considerations as well as I.T. service performance, spend and initiatives are clearly understood by the CSC business. Participates in the full lifecycle of information technology services, from strategic alignment to service selection to service delivery and support. Coordinates with other groups in the Business Technology function to ensure the full set of BT services, requirements and constraints include end customer perspectives as well as local, regional and line-of-business considerations. Assists with project delivery throughout the project lifecycle and participates in appropriate program and project governance activities. Serves as a key spokesperson for the Business Technology team with internal stakeholders and CSC clients, partners and suppliers. Creates a showcase Business Relationship Management functional area, which serves to build CSC brand equity as well as helps client sales, marketing and delivery teams with client relationships.

Essential Job Functions

Description

  • Creates and manages an internal customer liaison program to ensure proactive communications, including a rich dialogue on I.T. service performance, spend, priorities and other items occurs between the BT function and the CSC business
  • Performs customer needs analyses ranging from strategic perspectives to service requirements. Ensures the BT function understands the full spectrum of CSC business requirements from local/country legal & cultural considerations to line-of-business special interests
  • Acts as the internal customer advocate across the BT function, ensuring that ideas & feedback from customers are incorporated into BT plans, initiatives and activities.
  • Positions the BT function as a driver of continuous improvement across the CSC business, seeking opportunities to apply BT knowledge, skills, products and services to improve business process and the end user experience
  • Works with the client delivery organizations (GIS/GBS/Incubators) to ensure leverage of CSC expertise through common client delivery enablement tools
  • Responsible for maintaining a comprehensive customer satisfaction and suggestion program, including formal/informal communications, surveys and metrics
  • Provides information to CSC leaders on the state of customer satisfaction and feedback/suggestions to the BT organization on how to improve customer satisfaction
  • Participates in service requirements & scoping, from business analysis to requirements formulation to RFI/RFP construction to supplier selection
  • Ensures effective governance throughout the project lifecycle, by participating in appropriate governance committees
  • Assists with service transition to operations, including participation in testing activities, service negotiation tasks and other appropriate change management activities
  • Supports the I.T. Planning & Governance group in facilitating a business process council by ensuring broad business awareness and participation
  • Coordinates with the Enterprise Technology Architecture team to ensure local, regional and line-of-business requirements are included, as appropriate, in technology standards and product selections
  • Provides assistance as required on the Applied Innovation Programs team to ensure critical change management tasks are accomplished
  • Coordinates with the Applications and Infrastructure Services Management teams to provide customer perspectives on service contracts, operations and improvement opportunities
  • Coordinates with other groups within the Business Technology organization to ensure all relevant considerations are communicated to the appropriate CSC business stakeholders
  • Serves as a key spokesperson for the Business Technology function and/or CSC business with key internal stakeholders or external clients/partners/suppliers, as appropriate, to demonstrate best practices or showcase CSC capabilities
  • Manages a staff of approximately 77 resources, including line-of-business, functional, regional and country business partners as well as regional pools of cross-functional business analysts
Qualifications

Basic Qualifications

Description

Bachelor's degree or equivalent combination of education and experience

Master's degree in related field preferred

Relevant industry certifications such as ISACA CGEIT, PMI PMP, OGC ITIL, etc. desired

Ten or more years of related experience in the Information Technology industry with a focus on creation, delivery and management of services to customers

Ten or more years of experience in a combination of account management, solutions delivery and/or technology operations with exposure along the entire information technology stack (networks, servers, storage, databases, applications, etc.) for global organizations

Ten or more years of experience with information technology projects, including development of globally deployed complex services

Ten or more years of experience in a supervisory or management capacity

Experience working in a global organization of size, scope and complexity

Experience working in a technology and/or services intensive business

Experience working with the management implications of various forms of financial data

Experience working with cutting-edge technologies, business development, product life-cycle planning, and delivery of information technology systems

Other Qualifications

Description

  • Strong communication skills needed to interface with senior CSC business stakeholders, external business partners/suppliers and key customers
  • Strong interpersonal and influence skills to cultivate relationships, facilitate negotiations, and build partnerships with key stakeholders at all levels
  • Strong innovation skills to customize or implement solutions to problems and craft new solutions in creative ways
  • Strong implementation skills to ensure programs and policies support business objectives and initiatives
  • Strong creative thinking, problem solving, planning, time-management and organization skills to balance and prioritize work
  • Ability to publicly represent company with internal and external clients in sensitive and highly visible circumstances.
  • Ability to use own judgment and initiative in problem resolution
  • Strong ability to develop and use metrics to make the business case for technical investments and align strategy with corporate goals
  • Strong business acumen and aptitude to understand the key business drivers for investments and financial skills to develop ROI/IRR metrics for proposals
  • Exceptional executive presence to influence a diverse set of stakeholders including CSC senior executives, CSC staff, key business partners and external customers
CSC is an Equal Opportunity Employer M/F/D/V

AppLabs - 17 months ago - save job - block
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