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Business Relationship Manager
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Employer: | LSEG Romania |
Domain: |
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Job type: | full-time |
Job level: | 1 - 5 years of experience |
Location: |
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Updated at: | 31.03.2023 |
Remote work: | On-site |
BRM Role Overview
The BRM function provides the service management and overall governance for all products and services, directly associated to the supported technology functions.
The function acts as the central contact point for all Service engagement, operational processes, critical issues and working with the business to meet customer expectations.
The BRM will liaison between I&C and the customer, by regularly providing status on the level of service performed by I&C for the respective customer, assisting with strategy, investment decisions and ongoing support/operating model requirements, they will act as the main interface between the business CIO/CTO, Business Infrastructure Services function and out into Infrastructure and Cloud.
Role Responsibilities & Key Accountabilities:
- Ensures issues are taken care of or raised appropriately and ultimately the delivery of high-quality services and solutions.
- Supports ITSM processes and respective metrics and performance, process maturity, compliance, and quality measurement.
- Governs and takes accountability of ongoing policy assurance, standard and process compliance (Security, Operational Resilience, ITSM Processes, etc.)
- Serves as a point of escalation and able to resolve the most complex problems independently by providing high level of client support and conveying resolutions to customer issues
- Facilitates investigations into areas of non-compliance and risk in the provisioning and operational support of end-to-end services while ensuring risks are appropriately detailed and approved by accountable partners while supervising and driving remediation.
- Partners, influences, and coordinates with a wide range of partners to validate and continually improve standards of policy and processes that support the end-to-end service lifecycle, operational resilience, and incident response.
- Provide monthly service reporting and dashboards/metrics pertaining to the services taken from BIS and chair client service review meetings where applicable
- Ensure that the highest quality service levels are achieved while maintaining internal and customer Service Level Agreements and expectations.
- Support service improvement programmes to maintain customer service satisfaction.
- Ensure consistency across teams for Group Incident, Problem & Change processes as well as all IT Control Frameworks.
- Reduce operational risk and focus on resilience / stability through proactive and close tracking of Post Incident Review actions ensuring due dates are achieved.
- Attendance at Global and local CABs to ensure that infrastructure changes are well understood by all partners.
- Partner with Product Support Teams & Group Service Desk to improve customer service.
- Understand project delivery stages and collaborate with the clients and internal teams to drive delivery to agreed timelines.
Qualifications & Experience:
- ITIL 3/4 Foundation Certificate (minimum)
- Bachelor's degree or equivalent experience in a technology role
- Previous experience working with or within an IT Service Management Function in a distributed environment.
- Significant experience in development and implementation of service management.
- Ability to balance risk with business requirements
- Significant partner management experience
- Previous experience in managing expectations with internal and external partners.
We are looking for intellectually curious people, passionate about the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios. If you are creative and a problem solver, this is the place to be as will be supporting you to fast-forward your career.
We maximize each employee's potential through personal development and through a wide range of learning tools both formal and informal. We believe that remunerating our people with competitive salaries and a range of attractive benefits such as:
25 days' holiday per year
1 additional day off for your Birthday
Annual wellness allowance
Share Purchase Plan
Medical Health Insurance
Medical Subscription (preventive medical services)
Dental Coverage
Life insurance
Pillar 3 Private Pension
Meal Vouchers
Flexible Benefits
Bookster
Volunteering Events
Team Buildings
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject.
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
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