Head of Business Relationship – SLS Infrastructure (M/F/X)

Key responsibilities of the role:

The role reports to the Global Infrastructure Director who is based in France. The role will be part of a global IT team which will consist of IT colleagues/squad members across the globe.

The head of Business relationship for Shared Line of Service Infrastructure will lead the relationship for the global service line for cloud and network Infrastructure for the EQUANS organisation.

Business Relationship is a new service to be created and must have the ability to respond to the strategy of the SLS, to operate the cloud and the network for the entire company. The organization of the customers relationships service will have to evolve to adapt to it.

This is a transformation role and will include the need to set up and establish the customer service.  This role is responsible for:

• Managing the team of Business relationship.
• Developing and ensuring the relationship with any customers of the Shared Line of Service (SLS) (BUs and other SLSs)
• Managing demands of customers and do costing in collaboration with the other teams if necessary.
• Collaborating and participating with other teams of SLS in the prioritisation of the backlog of demand.
• Collaborating with operations and project/engineering to define the right KPI for customers.
• Collaborating on the service catalogue to suite the customer’s needs, and the Company’s strategy and IT transformation create the instance to review and validate with the management of SLS and the Corp teams.
• Communicating the performance and quality of the service delivered by the SLS.
• Collaborating on webinars and global communications.
• Being responsible of the process to monitor and measure business relationships and satisfaction.
• Preparing and driving the quarterly business review (QBR) to the customer and the Strategic providers.
• Collaborating on the invoicing of the SLS.
• Collaborating for giving finance Corp the best estimate of SLS revenues.
• Organising communication to the customers.
• Defining objectives of the service
• Creating a customer community to improve communication and adoption of SLS services.
• The role is an integral part of the business plan to move towards a fully integrated business with a service orientated ethic.

Outcome, Results and Key Performance Indicators

·       Turnover with customers.

·       Adoption of SLS services.

·       Customer satisfaction rate.

·       In line with objectives defined.

Key Relationships

• EQUANS Customers – MBUs (IT and Business), new acquisition, Other SLS,…
• EQUANS Global IT Management Team
• EQUANS Exec management
• Business engagement – at all levels as required.
• Senior Leaders
• Engaged with all other teams and staff across EQUANS as required.
• Other corporate functions – e.g HR, Internal Audit, Finance, Legal etc.

Experience

• Likely to be an IT professional with at least 15 years’ experience.
• Extensive Line management and people management experience.
• Excellent commercial negotiation and supplier relationship building skills.
• Excellent cost estimation, budgeting and financial management.
• Have planned and rolled out all the relevant ITIL processes as required.
• Proven Leader and relationship manager across teams in a matrix organisation.
• Experience of operating in a company with a billion-pound turnover.
• Understand and has managed Service-level requirements as defined in the Service Catalogue – relevant KPIs will form the service management quadrant of the departments balanced scorecard.
• Understand full compliance with security and Risk assurance assessments and resultant actions – following all relevant INCOME controls.

Qualifications & Memberships

• BSc degree in an engineering, computer science or IT discipline.
• Service Management – ITIL Practioner.
• Project Management – recognised methodology – PRINCE 2 practioner.
• Membership of a recognised professional body e.g BCS, IET.

Behavioural Capabilities

• Vision and business acumen.
• Cooperation and cross functionality – Team working and building relationships.
• Results Orientated.
• Developing self and others.
• Innovative and flexible thinking.
• Persuading and influencing.
• Develops and champions’ initiatives that foster open communication.
• Challenges the status quo and evaluates the effectiveness of initiatives.
• Strong value set, professional in approach and behaviour.
• Self-starter, shows initiative and commitment to continuous improvement, challenging the assumed ‘normal’ practices in line with strategy of the SLS.
• Keeps knowledge current and shows commitment to continuous learning.
• Ability to work as a team member with a strong focus on outcomes that ensure best results for the business.
• Collaborative and open in style, with sound and balanced judgment.
• Customer orientated and communicates in a timely manner.
• Flexible and adaptable.
• Fosters open communication and candid discussions with people at all levels of the organisation.