IT Business Relationship Manager
When you work for us, you commit to a career at one of the largest and most prestigious professional services firms in the world. Looking for a rewarding career? Take a closer look at Deloitte & Touche ME. You'll understand that Deloitte is a Tier 1 Tax advisor in the GCC region since 2010 (according to the International Tax Review World Tax Rankings). It has received numerous awards in the last few years which include Best Employer in the Middle East, best consulting firm, and the Middle East Training & Development Excellence Award by the Institute of Chartered Accountants in England and Wales (ICAEW).
In addition to our opportunities in Audit, Consulting, Risk Advisory, Financial advisory and Tax we offer a variety of careers in Internal Client Services (ICS) considered essential to the growth of the Firm. Whether in Human Resources, Finance or PR, a career in Internal Client Services with Deloitte & Touche ME will give you the opportunity to join a firm undergoing rapid expansion in a region of fast-paced growth. Your role won't just put your passion for creative solutions to the test, it will provide you with an environment to grow and build a career based on excellence.
Our Purpose
Deloitte makes an impact that matters. Every day we challenge ourselves to do what matters most—for clients, for our people, and for society. We serve clients distinctively, bringing innovative insights, solving complex challenges and unlocking sustainable growth. We inspire our talented professionals to deliver outstanding value to clients, providing an exceptional career experience and an inclusive and collaborative culture. We contribute to society, building confidence and trust in the markets, upholding the integrity of organizations and supporting our communities.
Our shared values guide the way we behave to make a positive, enduring impact:
• Integrity
• Outstanding value to markets and clients
• Commitment to each other
• Strength from cultural diversity
Your role as a Manager in IT, will focus on the management and delivery of client engagements, as well as sales and practice development. In this role, you will develop high-performing people and teams, leading and supporting them to make an impact that matters, and setting the direction to deliver exceptional client service.
During your tenure as a Manager in IT, you will demonstrate and develop your capabilities in the following areas:
Reporting to the CIO, the Business Relationship Manager, (BRM), will lead an IT Service Team to identify, design, develop, and support IT Services across the IT Service Management (ITSM) Lifecycle, consisting of the Strategy, Design, Transition, and Operate phases;
As the Business Relationship Manager you will be a strategic partner to Business Customers and the primary interface for them to provide their needs and requirements for IT services; You will work closely with customers to understand their business capabilities, capture and help prioritize their demand, and lead a team that will design, deliver and support IT services specifically to enable those capabilities; You will be expected to stimulate, surface and shape customer demand for your IT services and ensure value is realized from the services you provide.
Primary Responsibilities:
• Identify business customer stakeholders and understand their business capabilities and priorities
• Establish, maintain and nurture the business customer relationship; Define a communication and collaboration protocol that best suits your customers’ needs
• Capture and help shape customer demand (ex. opportunities); Understand how demand aligns to current (and/or future) business capabilities
• Collaborate with customers to select the opportunities to implement ( service changes) based on needs, business value, constraints, etc.
• Work with the Service Delivery Manager (SDM) as needed to help plan the design and delivery of new services and service changes
• Solicit and record customer feedback and take action where needed; communicate planned actions back to customers
• Regularly measure customer satisfaction levels (via surveys) and identify steps to improve satisfaction levels
• Establish service level agreements (SLAs) with the customer and lead all service performance reviews with the customer and service team
• Serve as an escalation point to the Service Support Manager (SSM) for high priority service incidents
• Identify, plan, and lead initiatives to continuously improve the efficiency and effectiveness of your IT services and service team operations
• Directly manage the service team which will consist (initially) of 6-12 members; conduct regular (weekly) service team meetings to guide direction, discuss progress, and remediate issues
• Regularly review and report on service team and individual performance
• Participate in the BRM Community of Practice (CoP) to regularly collaborate with fellow BRMs, sharing ideas, best practices, lessons learned, and establishing BRM standards
• Define, manage, and report on the IT service team operating budget
Other leadership capabilities:
• Acts as a role model, embracing and living our purpose and values, and recognizing others for the impact they make
• Develops high-performing people and teams through challenging and meaningful opportunities
• Delivers exceptional client service; maximizes results and drives high performance from people while fostering collaboration across businesses and borders
• Influences clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people
• Understands key objectives for clients and Deloitte, aligns people to objectives and sets priorities and direction
Qualifications: To be considered for this position, you must demonstrate skills and experience in the following areas:
• A minimum of 10 years as an Information Technology or Technology Account Mgmt. professional
• A minimum of 3 years’ operating at a Manager or Senior Manager level within an IT or Technology Sales organization
• Managed a team of 6 or more IT professionals
• Served in a role that worked directly with customers in a sales, service, or support capacity
• Preferably served in a role that captured customer demand and/or feedback and incorporated that input into service or product offering
• Minimum 4 Year degree from an accredited University or equivalent work experience in a Business or IT management role
• ITIL Certification Preferred, but not required
• PMP Certification a plus
• Strong communication, facilitation and negotiation skills
• Excellent interpersonal and team leadership skills
• Understanding of IT systems environments and IT industry trends
• Ability to effectively engage senior IT and business leaders
• Demonstrated track record of providing strategic leadership and bringing innovative (technology) solutions to meet complex business challenges
• Able to influence IT and business stakeholders to balance competing interests for optimal outcomes
• Experience in initiating major IT investment efforts and articulating concrete benefits for those investments
• Experience in managing IT operating budgets and managing Annual Operating Plans
• Understanding of franchising business model a plus
Deloitte in the UAE is part of Deloitte & Touche (). Deloitte & Touche () is a member firm of Deloitte Touche Tohmatsu Limited (DTTL).
Requisition code: ME-131965-MAZ
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In addition to our opportunities in Audit, Consulting, Risk Advisory, Financial advisory and Tax we offer a variety of careers in Internal Client Services (ICS) considered essential to the growth of the Firm. Whether in Human Resources, Finance or PR, a career in Internal Client Services with Deloitte & Touche ME will give you the opportunity to join a firm undergoing rapid expansion in a region of fast-paced growth. Your role won't just put your passion for creative solutions to the test, it will provide you with an environment to grow and build a career based on excellence.
Our Purpose
Deloitte makes an impact that matters. Every day we challenge ourselves to do what matters most—for clients, for our people, and for society. We serve clients distinctively, bringing innovative insights, solving complex challenges and unlocking sustainable growth. We inspire our talented professionals to deliver outstanding value to clients, providing an exceptional career experience and an inclusive and collaborative culture. We contribute to society, building confidence and trust in the markets, upholding the integrity of organizations and supporting our communities.
Our shared values guide the way we behave to make a positive, enduring impact:
• Integrity
• Outstanding value to markets and clients
• Commitment to each other
• Strength from cultural diversity
Your role as a Manager in IT, will focus on the management and delivery of client engagements, as well as sales and practice development. In this role, you will develop high-performing people and teams, leading and supporting them to make an impact that matters, and setting the direction to deliver exceptional client service.
During your tenure as a Manager in IT, you will demonstrate and develop your capabilities in the following areas:
Reporting to the CIO, the Business Relationship Manager, (BRM), will lead an IT Service Team to identify, design, develop, and support IT Services across the IT Service Management (ITSM) Lifecycle, consisting of the Strategy, Design, Transition, and Operate phases;
As the Business Relationship Manager you will be a strategic partner to Business Customers and the primary interface for them to provide their needs and requirements for IT services; You will work closely with customers to understand their business capabilities, capture and help prioritize their demand, and lead a team that will design, deliver and support IT services specifically to enable those capabilities; You will be expected to stimulate, surface and shape customer demand for your IT services and ensure value is realized from the services you provide.
Primary Responsibilities:
• Identify business customer stakeholders and understand their business capabilities and priorities
• Establish, maintain and nurture the business customer relationship; Define a communication and collaboration protocol that best suits your customers’ needs
• Capture and help shape customer demand (ex. opportunities); Understand how demand aligns to current (and/or future) business capabilities
• Collaborate with customers to select the opportunities to implement ( service changes) based on needs, business value, constraints, etc.
• Work with the Service Delivery Manager (SDM) as needed to help plan the design and delivery of new services and service changes
• Solicit and record customer feedback and take action where needed; communicate planned actions back to customers
• Regularly measure customer satisfaction levels (via surveys) and identify steps to improve satisfaction levels
• Establish service level agreements (SLAs) with the customer and lead all service performance reviews with the customer and service team
• Serve as an escalation point to the Service Support Manager (SSM) for high priority service incidents
• Identify, plan, and lead initiatives to continuously improve the efficiency and effectiveness of your IT services and service team operations
• Directly manage the service team which will consist (initially) of 6-12 members; conduct regular (weekly) service team meetings to guide direction, discuss progress, and remediate issues
• Regularly review and report on service team and individual performance
• Participate in the BRM Community of Practice (CoP) to regularly collaborate with fellow BRMs, sharing ideas, best practices, lessons learned, and establishing BRM standards
• Define, manage, and report on the IT service team operating budget
Other leadership capabilities:
• Acts as a role model, embracing and living our purpose and values, and recognizing others for the impact they make
• Develops high-performing people and teams through challenging and meaningful opportunities
• Delivers exceptional client service; maximizes results and drives high performance from people while fostering collaboration across businesses and borders
• Influences clients, teams, and individuals positively, leading by example and establishing confident relationships with increasingly senior people
• Understands key objectives for clients and Deloitte, aligns people to objectives and sets priorities and direction
Qualifications: To be considered for this position, you must demonstrate skills and experience in the following areas:
• A minimum of 10 years as an Information Technology or Technology Account Mgmt. professional
• A minimum of 3 years’ operating at a Manager or Senior Manager level within an IT or Technology Sales organization
• Managed a team of 6 or more IT professionals
• Served in a role that worked directly with customers in a sales, service, or support capacity
• Preferably served in a role that captured customer demand and/or feedback and incorporated that input into service or product offering
• Minimum 4 Year degree from an accredited University or equivalent work experience in a Business or IT management role
• ITIL Certification Preferred, but not required
• PMP Certification a plus
• Strong communication, facilitation and negotiation skills
• Excellent interpersonal and team leadership skills
• Understanding of IT systems environments and IT industry trends
• Ability to effectively engage senior IT and business leaders
• Demonstrated track record of providing strategic leadership and bringing innovative (technology) solutions to meet complex business challenges
• Able to influence IT and business stakeholders to balance competing interests for optimal outcomes
• Experience in initiating major IT investment efforts and articulating concrete benefits for those investments
• Experience in managing IT operating budgets and managing Annual Operating Plans
• Understanding of franchising business model a plus
Deloitte in the UAE is part of Deloitte & Touche (). Deloitte & Touche () is a member firm of Deloitte Touche Tohmatsu Limited (DTTL).
Requisition code: ME-131965-MAZ
Apply to Job