Senior Business Relationship Manager, IT
DSV · Toronto · $112,000 (stated in the posting)
- Senior Business Relationship Manager, IT
- Toronto
If you are a current DSV employee and interested in a position in another country,please contact your Human Resource representative to discuss the process and requirements of applying.
Job area: Business Relationship Management (BRM)
DSV – Global Transport and Logistics
DSV encourages inclusivity and are committed to diversity in the workplace while welcoming applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities. Our goal is to provide an inclusive environment for all to succeed. We work with candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to Human Resources should you require accommodation during the recruitment process.
- Location: CAN - VIRTUAL - CA Ontario
- Job Posting Title: Senior Business Relationship Manager, IT
- Time Type: Full Time
Compensation: Salary starting at $112,000 plus eligible benefits, in accordance with experience and internal equity
This posting is for an existing vacancy and not intended to create a talent pipeline
SUMMARY
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 that technology services, solutions, and initiatives support both customer objectives and company strategy.
The SBRM is responsible for managing the end-to-end customer IT relationship, aligning business demands with technology capabilities, and driving continuous improvement across services, projects, and governance processes. The role ensures that all IT-related activities are delivered in accordance with contractual commitments, operational requirements, compliance standards, and customer expectations.
As a trusted advisor, the SBRM develops strong executive relationships, identifies opportunities for innovation and business growth, and provides strategic leadership during major initiatives, service challenges, and transformation programs.
As a global customer-facing role, the Senior Business Relationship Manager supports customers operating across multiple regions and time zones. The role requires effective collaboration with customer stakeholders, business teams, and IT organizations worldwide, ensuring consistent governance, communication, and service alignment regardless of geographical location. While based within a specific region, the role operates from a global perspective and requires flexibility to engage with stakeholders across different time zones as business needs dictate.
KEY DUTIES AND RESPONSIBILITIES
- 1. Customer Relationship Management
- ⦁ Serve as the primary IT relationship owner for assigned strategic customers.
- ⦁ Establish and maintain trusted relationships with customer executives, IT leadership, and key business stakeholders.
- ⦁ Act as the central point of contact for all customer-related IT matters.
- ⦁ Represent customer interests within IT while balancing organizational priorities and standards.
- 2. Global Stakeholder Engagement
- ⦁ Serve as the primary IT relationship lead for customer stakeholders across multiple regions and countries.
- ⦁ Coordinate activities, governance forums, and communication across global business and IT teams.
- ⦁ Ensure alignment of regional and global priorities, requirements, and service expectations.
- ⦁ Facilitate effective collaboration between customer organizations and internal teams operating in different time zones and geographies.
- ⦁ Provide continuity and consistency in customer engagement across the global account landscape.
- 3. Strategy and Business Alignment
- ⦁ Develop and execute customer-specific IT strategies aligned with business objectives and account growth plans.
- ⦁ Translate customer requirements into technology roadmaps, service improvements, and transformation initiatives.
- ⦁ Identify opportunities to enhance customer value through innovation, automation, and new technology capabilities.
- ⦁ Support long-term strategic planning activities between customer and IT organizations.
- 4. Governance and Service Management
- ⦁ Lead customer governance processes including Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), Steering Committees, and Executive Reviews.
- ⦁ Monitor service performance, customer satisfaction, risks, and improvement initiatives.
- ⦁ Ensure adherence to contractual obligations, service commitments, compliance requirements, and governance standards.
- ⦁ Drive continuous improvement across all customer-facing IT services.
- 5. Demand and Portfolio Management
- ⦁ Support solution design, demand assessment, and investment discussions.
- ⦁ Participate in RFI, RFQ, RFP, and business development activities.
- ⦁ Ensure alignment between customer demands and IT delivery capabilities.
- 6. Escalation and Risk Management
- ⦁ Lead resolution of major customer escalations, critical incidents, and service disruptions.
- ⦁ Coordinate cross-functional teams to resolve complex business and operational issues.
- ⦁ Manage risks impacting customer services and strategic initiatives.
- ⦁ Ensure lessons learned and preventive actions are implemented.
- 7. Leadership and Community Contribution
- ⦁ Mentor Business Relationship Managers and contribute to capability development (SBRM)
- ⦁ Share best practices, governance models, and customer engagement approaches across the organization.
- ⦁ Other duties as required
- Quality, Health & Safety:
- ⦁ Supports organizational commitment to ISO 9001,
⦁ Perform assigned tasks to support DSV meets its objectives and targets regarding quality, health, safety and environment and follow all requirements as set out i