Client Relationship Manager

Client Relationship Manager

Job Req ID: 10214 Posting Date: 17-Feb-2023 Function: Business Operations Location: Snowhill, Birmingham, United Kingdom Salary: Competitive About BT
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.
About this role
Group Business Services lies at the centre of BT’s transformation; enabling the Customer Facing Units (CFUs) and Corporate Units (CUs) it supports to deliver brilliant customer experience effectively and efficiently. The purpose of Enterprise is to be recognised as a world class delivery organisation supporting the end to end L2C process on behalf of BT’s largest corporate customers
The role holder manages client relationship, bid & mobilisation and meet the customer service and commercial requirements. The role holder also manages Mobilisation of Enterprise services, resources and set-up of process and tools for new won Complex and Bespoke contracts or migration to standards for renewals or transformation. You will also be accountable for implementing the ASG best practices and drives maximum adoption of standard processes and best practices for all service towers timely, within agreed costs and mitigates service and commercial risks for successful project and customer contract services deliveries.
You'll have the following responsibilities

• Regular stakeholder engagement to support Enterprise bid strategy and transformation projects
• Strong orchestration required across Client Services, due diligence and operational teams, service being delivered to the required SLAs/KPIs to ensure customer experience is positive throughout
• Collaboration with the operational teams, ensuring excellence is being delivered
• Collaborate with Enterprise to identify problem areas that GBS can strategically resolve
• Identifying and developing trusted relationships across Enterprise leadership teams, stakeholders and sponsors to drive GBS growth
• Promote Enterprise Service Catalogue and GBS capabilities by liaising with Service Design and Sales departments for new contracts and renewals
• Will be responsible for having a strong understanding of the clients strategy and knowledge of the client sector or other relevant sectors
• Support Enterprise teams with potential near shoring and offshoring opportunities
• Lead and attend regular business reviews including Senior business reviews with Enterprise stakeholders with constant focus to improve relationship as well as improvement in Service delivery
• Represent GBS and act as a first point of contact for Enterprise stakeholders
• Present stakeholder relationship updates, new won business and transformation opportunities with GBS Directorship
• Create Enterprise service wrap quotes for Complex and custom bids based on contract Service Design for T&T, In-Life and Mobilisation
• Validate and mitigate contract specific Service and Commercial obligations and risks impacting or delivered by Enterprise
• Qualify requirements and design Custom service wrap and validate profile and feasibility with CFU and operations.
• Capture necessary Contract and Service information and manage handover with Mobilisation and Operations
• The function will be responsible to mobilise and implement the Enterprise capabilities for new and resign contracts coming through the bid process.
• To lead and manage Enterprise capabilities mobilisation from enterprise bid team handover up to completion of go live quality gate.
• The role holder will ensure work with their line manager and peers to ensure that governance and reporting is in place to manage against milestones and ensure that escalations are undertaken on a timely basis.

You'll have the following skills & experience

• Commercial aware of impacts, contractual SLAs, risks and issues
• Commercial engagement and negotiation skills with senior stake holders, contract teams and operational delivery teams within BT and with our customers
• Experience managing senior stakeholder relationships
• Prior experience in customer services or sales
• Industry knowledge
• Project management experience as you will have to manage various stakeholders and their priorities

Benefits

• 25 days annual leave (plus bank holidays)
• 10% on target bonus
• Pension scheme – 5% Own contribution, 10% BT contribution
• Flexible benefits: cycle to work, healthcare, etc.
• Discounted BT products
• Hybrid/Flexible working

Who is the BT Group
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..