IT Business Relationship Manager at Rand Merchant Bank

To partner with IT Vendors across FRG to provide innovative and stable technical infrastructure and front-end support services that enable all RMB employees to perform their roles smoothly and effectively.

The business relationship manager (BRM) will act as a liaison between Service Integration, IT Vendors and other business units in the organisation. An essential part of the role is to understand internal business stakeholders’ technological needs and challenges and translate these to the IT Vendors both within FRG as well as in the market.

Responsibilities  

Infrastructure management and advisory service

• Obtain feedback regarding technological issues from users
• Communicate with stakeholders to identify possible solutions to current technological issues and anticipate future requirements
• Review and analyse data to identify problems in the environment
• Be alert to key projects which require implementation
• Identify plan and prioritise tasks
• Allocate responsibilities and resources accordingly
• Improve technological experience for all users in partnership with outsource partners
• Oversee the delivery of outsourced infrastructure services in line with the SLA
• Provide world class technology user experience
• Ensure correct processes are in place and followed
• Ensure service requests are captured by 3rd party (FNB I&SS) as per agreed operating model in Service Now.
• Ensure there is a scope of work for all major maintenance and project activities which may impact on services delivered
• Ensure project and maintenance activities are scheduled, prioritised and updated in the master plan
• Work with the team to collectively coordinate and prioritise activities

Stakeholder relationship management

• Build and maintain professional working relationships with all stakeholders, displaying excellent abilities to initiate dialogue, listen, advise, influence and negotiate to achieve win-win outcomes
• Initiate meetings with key stakeholders to track progress, manage expectations and ensure stakeholders’ requirements are delivered
• Act speedily to resolve problems, queries and complaints
• Adapt communication styles to meet the needs of different audiences

Self-Management:

• Demonstrates pride in the organisation’s brand, services and products by consistently delivering on the brands promise
• Plan and manage own workflow, anticipating obstacles, juggling priorities and following through on objectives within agreed timeframes and according to quality standards
• Stay relevant and up to date with legislations and new development
• Maintain a positive attitude and respond openly to feedback
• Act in an ethical, transparent and morally defensible manner, including highlighting unethical practices

Teamwork:

• Continually share, debate and communicate learning’s
• Flag and debate issues constructively
• Contribute to a friendly, co-operative climate in working with others to achieve collective goals
• Be sensitive to other’s feelings, needs, values, views and attitudes and be courteous and diplomatic when dealing with difficulties and problems others may be experiencing (EQ)
• Innovation
• Stay abreast of recent industry trends
• Develop and maintain detailed business plans for client projects and requirements
• Work closely with clients to understand the business needs and to explore opportunities for growth
• Provide business advise and consultancy to clients in an effective manner

Contract Management

• Inputs to drafting of contracts and agreements with vendors and clients
• Maintaining contractual records pertaining to vendors and agreements which enable services provided to clients
• Ensure 3rd party vendors (all including FNB I&SS) meet SLAs and contractual requirements as contracted and agreed
• Maintain strong relationship with the wider teams and hold them accountable to drive, maintain and improve client service delivery

Qualifications and Experience 

• Technical Knowledge /Skills and Experience
• Minimum 5-7 years’ experience working in a technical infrastructure operations environment
• Broad knowledge of Lean Six Sigma
• Proven track record in service desk and incident management
• Proven track record in Service Delivery Management & Customer Support Role
• Sound project management skill