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Head of IT Relationship Management

  • Salary: Negotiable
  • Job type: Permanent
  • Location: Farnborough, Hampshire
  • Sector: Functional Management
  • Date posted: 30/08/2017
  • Job reference: J373320A

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Head of IT Relationship Management


Highly competitive salary with benefits

Part of the leadership team

Role Purpose

The Head of IT Relationship Management will manage the global business relationship and communications between IT, its Subsidiaries and International operations. This individual will be highly effective in communicating with influence and maintaining relationships with key stakeholders, advertising IT capabilities, evangelising their successes and positively managing the communication of disruptive events.

People interacting with Group IT should perceive the organisation as a single entity despite often interacting with a number of IT employees in different roles and departments. The Head of IT Relationship Management is responsible for developing a combination of policies, processes, and strategies to unify its customer interactions, provide a means to track and report on the effectiveness of IT Services and coordine and facilitate communication between business and IT stakeholders

The role holder is required to be a trusted advisor to the global business, leading and managing a team of Relationship Managers & Business Analysts to understand the business, its direction and their relative priorities. To identify tactical and strategic opportunities, challenge the status quo and help the Head of Strategy & Planning prioritise or reject requests for change.

The Head of IT Relationship Management will assume the responsibility for providing the interface between business units and IT to ensure the alignment between the delivery of solutions, capabilities or other project work, and the operational and strategic goals and priorities of the business unit.

Will provide a conduit for business interests and objectives, while equally serving as a channel of engagement and communications from IT to the respective business units.

Will partner with, and help focus business leadership efforts in, identifying and formulating initiatives, proposals, and business cases to achieve their objectives, while maintaining alignment with the IT environment and strategy through creating awareness and understanding of current and future technological capabilities.

Key Accountabilities

  • Establish and maintain ongoing relationships across the business unit's leadership team, key executives and other stakeholders for IT to have an ongoing understanding of how best to meet their objectives.
  • Facilitate and coordinate the efforts of the business unit leadership toward identifying and establishing the best possible set of initiatives and projects aligned with their priorities and meeting their goals and objectives.
  • Engage with and conduct quarterly (or at other intervals as specified) reviews with the business unit executives to validate and assess their project plans, and assist in reprioritizing to meet business unit needs as required.
  • Identify and suggest reviews of any significant business unit initiatives or projects that are challenged in order to determine whether they should continue, be significantly changed, placed on hold or discontinued.
  • Proactively alert business unit leadership to opportunities for applying technology developments to the challenges from growing digitalization in their area.
  • Support IT leadership in communicating the IT value contribution to the business unit and enterprise, and cement the understanding that projects and programs are the mechanism by which strategy is realized and change is delivered.
  • Participate in development and ongoing maintenance of IT collateral, materials, documentation, workshops and other artifacts to ensure consistency in business unit engagement and interaction with IT.
  • Support good business unit financial stewardship through highlighting any issues arising from the performance of individual projects to assure the on-plan usage and consumption of resources and funding.
  • Take charge of the development and maintenance of communications and reporting concerning the projects of the business unit.
  • Ensure the relevance and usefulness of the relationship management activities through an annual satisfaction survey across the business unit stakeholder community.

Relationship Management: Identify the communications needs of each stakeholder group in conjunction with business process owners, data custodians and subject matter experts. Translates communications / stakeholder engagement strategies into specific tasks. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans. (For example, may oversee the deliver of IT Services to one or more clients, to ensure that such activities are aligned with corporate objectives). Negotiates with stakeholders at senior levels, ensuring that organisational policy and strategies are adhered to. Provides informed feedback to assess and promote understanding.

Service Level Management: Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the customer negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Capacity Management: Drafts and maintains standards and procedures for service component capacity management. Ensures the correct implementation of standards and procedures. Pro-actively reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes. Works with business users to agree and implement short and medium term modifications to demand.

Technology Ownership: Owns the technologies consumed by the business and meets with existing suppliers to document and share technology roadmaps, review service delivery / improvements and works with Business process and data custodians to ensure that the technologies continue to deliver maximum business benefit. Identifies business requirements for upgrade and change, works with Chief Enterprise Architect to identify alternative suppliers, products or services that provide the capability the business needs to achieve its strategic ambitions

Key Capabilities/Knowledge

Autonomy: Works under broad direction. Work is often self-initiated. Is fully responsible for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the assignment of tasks and/or responsibilities.

Influence: Influences organisation, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned work, i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments.

Complexity: Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organisational requirements.

Business Skills: Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally. Demonstrates leadership. Facilitates collaboration between stakeholders who have diverse objectives. Takes all requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity, innovation and ethical thinking in applying solutions for the benefit of the customer/stakeholder.

Negotiation Skills: Strong negotiator, able to impartially analyse a problem, determine the interests of each party and identify the outcome goals. Able to spot opportunities for trade and alternatives to the stated goals. An active listener, identifies areas for compromise and explores areas of mutual benefit through collaboration and teamwork with all stakeholders. A facilitator capable of communicating clearly and effectively eliminating misunderstanding and confusion establishing a reputation of trust through delivering on their promises.

Knowledge and Skills

  • Strong business acumen, including industry, domain-specific knowledge of the enterprise and its business units. Familiarity with industry trends and innovation.
  • Excellent verbal and written communication skills, including the ability to capture and explain goals and objectives to business as well as technical leadership.
  • Excellent analytical, collaboration and facilitation skills.
  • Effective influencing and negotiation experience and skills in an environment with high competition for resources between business units.
  • Possesses a high degree of political sensitivity, astuteness and the ability to effectively use the informal power structure of the organization to best represent the business unit.
  • Highly empathetic and able to apply different engagement styles to match the needs of a variety of business stakeholders, as well as temperaments and personalities.
  • Familiarity with the use of reporting tools to monitor activities and analyze project performance.

Experience & Qualifications


· Bachelor's or master's degree in computer science, information systems, business administration or related field, or equivalent work experience.


· 15 or more years of experience in IT and business/industry.

· Five to seven years of leadership responsibilities.

· Preferably five or more years of experience in large, cross-functional teams influencing senior-level management and key stakeholders effectively across the organization and within complex contexts.

· Demonstrated experience in strategic planning, organization design and development.

· Preferably proven experience or demonstrated capability in leading IT transformational initiatives in complex and dynamic environments.

Key Behaviors/Competencies

The job holder will be expected to demonstrate all the required competencies at a high level of proficiency.

Table 1 provides the competencies and the key behavioral descriptors.


Key Behaviors

Building Relationships

  • Establishes and maintains support from key stakeholders in the business unit to identify, then achieve, project objectives, values and outcomes
  • Solicits advice, support, championship, sponsorship and commitment to project success across the organization
  • Builds both formal and informal professional networks, and extends these networks within and beyond business unit boundaries

Business Acumen and Enterprise Knowledge

  • Solicits information on enterprise direction, goals and strategy to determine how business unit initiatives best can add value to the organization and objectives
  • Promotes decisions and recommendations on behalf of the business unit that are clearly linked to enterprise strategy and financial goals, reflecting an awareness of external dynamics
  • Is sensitive to rapidly resolving cross-business-unit issues in a context-driven manner

Influencing Others

  • Communicates business unit goals, objectives and priorities in a persuasive manner that builds support, agreement or commitment
  • Takes actions that directly or indirectly influence others to create support, gain trust and motivate actions in others or win concessions without damaging relationships

Strategic Planning and Thinking

  • Develops business unit projects and plans that meet the architecture/technology needs of the enterprise
  • Applies external and internal factors to project identification and development
  • Considers enterprise priorities, strategies, goals, emerging technologies, industry trends and economic viability portfolio approaches

Results Orientation

  • Engages business unit management on resolving trade-offs of time, cost, quality, risk and schedule constraints
  • Ensures that goals are achieved throughout the project life cycle and not only at the end
  • Support the swift resolution of cross-project dependency issues and problems among project and program managers
  • Is resourceful, and takes calculated risks to achieve results

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