Senior Business Relationship Manager, IT
About The Position
The Senior Business Relationship Manager (SBRM) serves as the strategic IT partner and primary point of accountability for designated strategic customers. Acting as the interface between customer organizations, business stakeholders, and IT delivery teams, the SBRM ensures technology services, solutions, and initiatives support customer objectives and company strategy. The SBRM manages end-to-end customer IT relationships, aligns business demands with technology capabilities, and drives continuous improvement across services, projects, and governance processes. The role ensures IT activities are delivered in accordance with contractual commitments, operational requirements, compliance standards, and customer expectations. As a trusted advisor, the SBRM builds executive relationships, identifies opportunities for innovation and business growth, and provides strategic leadership during major initiatives, service challenges, and transformation programs. This is a global customer-facing role supporting customers across multiple regions and time zones. Based within a specific region, the SBRM collaborates with customer stakeholders, business teams, and IT organizations worldwide to ensure consistent governance, communication, and service alignment, with flexibility to engage across time zones as business needs dictate.
Requirements
- Bachelor’s degree in Information Technology, Business Administration, Supply Chain, Logistics, or a related field.
- At least 8 years of experience in customer-facing IT roles, relationship management, service management, account management, or consulting.
- Experience managing strategic enterprise customers in complex global environments.
- Strong understanding of IT Service Management, Project Management, and Customer Governance frameworks.
- Good verbal and written English skills.
- Ability to create collaborative engagements and actively listen.
- Strategic thinking and executive stakeholder management skills.
- Customer relationship management and IT service management skills.
- Commercial awareness, leadership, and influence.
- Negotiation and conflict-resolution skills.
- Risk and escalation management skills.
- Communication and presentation skills.
- Global collaboration and cultural awareness.
- Continuous improvement mindset.
- Ability to communicate effectively in a diverse multicultural environment.
- High proficiency in MS Office.
- Act as a role model for DSV values and adhere to the Code of Conduct.
Nice To Haves
- Experience within logistics, transportation, supply chain, or enterprise technology environments is preferred.
- Additional languages may be required in other locations.
Responsibilities
- Serve as the primary IT relationship owner and central point of contact for assigned strategic customers, representing their interests within IT while balancing organizational priorities and standards.
- Build and maintain trusted relationships with customer executives, IT leaders, and key business stakeholders.
- Lead customer engagement across regions and countries; coordinate global activities, governance forums, and communications, and align regional and global priorities, requirements, and service expectations.
- Develop and execute customer-specific IT strategies aligned with business objectives and account growth plans; translate requirements into technology roadmaps, service improvements, and transformation initiatives.
- Identify opportunities to increase customer value through innovation, automation, and new technology capabilities, and support long-term strategic planning between customer and IT organizations.
- Lead customer governance processes, including Monthly Business Reviews, Quarterly Business Reviews, Steering Committees, and Executive Reviews.
- Monitor service performance, customer satisfaction, risks, and improvement initiatives; ensure contractual, service, compliance, and governance commitments are met.
- Drive continuous improvement across customer-facing IT services.
- Support solution design, demand assessment, and investment discussions; participate in RFI, RFQ, RFP, and business development activities; align customer demands with IT delivery capabilities.
- Lead resolution of major customer escalations, critical incidents, and service disruptions; coordinate cross-functional teams to resolve complex issues, manage risks, and ensure lessons learned and preventive actions are implemented.
- Mentor Business Relationship Managers and contribute to capability development.
- Share best practices, governance models, and customer engagement approaches across the organization.
- Perform other duties as required.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
