Senior Business Relationship Manager SA at MultiChoice

Purpose of the Position

To strategically and operationally manage the relationship between the internal customer and EBS by providing lead EBS specialists and Service Towers with key input for the creation and maintenance of digital and IT Strategy and operational needs for the internal customer’s key business areas.
Work closely with department heads and others in EBS to ensure the development and delivery of IT services to meet the needs of assigned internal customers.
Assist BRMs when managing and facilitating operational issues which are embraced and resolved in an expeditious manner while looking for improvements with an end customer experience in mind.
Key Performance Objectives

Tasks

Business to IT Alignment

• Understand the Multichoice Group business strategy
• Ignite EBS as a trusted partner and facilitate operational to strategic alignment of Business to IT strategy
• Link the business strategy to technology improvements and communicate the value of the improvements
• Maintain daily connects with the Business to ensure end-to-end EBS to Business alignment by attending business stand-ups like Omnia and SteerCos
• Respond within agreed timelines to tasks and responsibilities deployed onto the relevant systems
• Provide key input into developing and maintaining IT strategy
• Drive smarter technology investments for the internal customer and guide a value-based business approach to technology demand
• Act as trusted adviser to business areas, providing guidance on strategy product roadmaps as the interface between EBS and functional business owners
• Identify specific measures and mechanisms by which benefits can be measured, and plans to activate these mechanisms at the required time
• Monitor benefits against what was predicted in the business case and ensure that all participants are informed and involved throughout the change programme and fully prepared to exploit the new operational business environment once it is in place
• Cultivate trusted relationships and support management to ensure that all plans, work packages and deliverables are aligned to the expected benefits and leads activities required in the realisation of the benefits of each part of the change programme and existing solutions
• Understand industry challenges and customer business strategy to identify use cases to help the customer realize the full potential of their current or future IT solutions
• Understand business KPIs, KPAs and desired outcomes

Stakeholder Management

• Develop and enhance relationships with department heads in assigned business area(s), actively manage their expectations and act as an escalation point for their technology service portfolio
• Manage EBS IT to business relationships; represent EBS in Business discussions and ensure necessary technology capabilities needed by business are scoped and developed
• Ensure constant communications to business with regular face to face updates, reports and presentations
• Intervene in third party vendor interactions for IT solutions on behalf of the business
• Indirectly manage resources on EBS to business related initiatives, ensuring that deliverables meet the expectations of business stakeholders
• Manage the requirements and expectations of stakeholders

Reporting as part of Communication

• Coordinate the development of real-time business operational reporting and analysis
• Ensure set up and maintenance of Omnia and other Customer facing support groups
• Collate and prepare dashboard reports and provide constant feedback to business on regional Business Desk activity

Experience

• 5-8 years of experience in management or influencing decision makers and managing relationships with internal business customers
• 8-10 years working experience
• Experience in a related business function close to customer facing with direct responsibility to business results
• Experience in business value targeting and mapping
• Expertise in customer and senior stakeholder management across the lifecycle and environment driving successful organizational outcomes
• Strong business and process knowledge from working in a stakeholder management environment
• Strong knowledge of core IT (Infrastructure, Applications), business processes and technology supplier community
• Ability to translate business vision into IT vision, objectives and programs
• Experience in articulating and setting strategy

Technical Competencies

• Regulatory, Compliance and Reporting
• Social Networking
• Data Analysis
• Business Acumen
• Risk Management
• Problem Management and Incident management
• Stakeholder Relationship management
• Understanding of the network and Multichoice solution Architecture

Behavioral Competencies

• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuading & Influence

Coaching

KEY REQUIREMENTS
Degree in IT or relevant experience in IT over 3+ years

• BRM Certification
• Multichoice business experience and product knowledge
• Strong operational understanding of the business being managed
• Strong operational understanding of the business being managed Preferred An MBA would be advantageous. A member of a professional body relating to the chosen industry or IT professional area is an added advantage