Hermes Parcelnet

Business Relationship Manager

3 weeks ago
Job ID
2017-5920
Number of Positions
1
Department
IT
Morley

Overview

We are Hermes the UK’s leading consumer delivery company handing over 270 million parcels per year with a 15% growth year on year for the last five years.

 

We are embarking on a journey, utilising cutting edge technology to ultimately engage our customers at every touch point in their digital experience.

 

As a team, we innovate and challenge the status quo to meet the needs of our broad and varied client base.

We believe that every team member will play their part in achieving the goals of the team, department and company.  

 

As an individual, you'll have the support to grow and progress your career. We are building a learning culture, where it's safe to fail, and failures seen as learning opportunities.

 

We are establishing a team of skilled individuals with a passion for technology. 

Working in a fast paced agile environment, using eXtreme programming and software craftsmanship principles to produce high-quality solutions at speed.

 

As technology is at the heart of our business, we’re looking for a talented Business Relationship Manager who can help us to push the boundaries and introduce new design ideas to continually deliver the highest level of service.

 

 

Role overview:

 

Responsible for the day to day management of IT services supporting specific business areas of the Hermes business. The role requires the holder to be the trusted IT contact for all business as usual requirements in the delivery of the IT service to specific business areas. The role will require the definition of clear SLA’s with the business functions and management of the IT service measured against the SLA.

The BRM will interface with various client Support teams including Service Desk, and Major Incident Management.

It is Customer facing – the SDM will be located with the clients IT team. Attention to detail and Analysis of data is a requirement.

The BRM will be expected to manage escalations, get involved in High Priority Incidents, own Actions, provide input to Management reporting and run Meetings.

Responsibilities

Service Catalogue

  • Maintain a catalogue of services provided to the individual business area
  • Ensure all services are clearly defined, including “ownership”, component parts and any supporting contacts

Service Level Agreement

  • Ensure SLA’s are in place for all services provided by the IT function
  • Ensure that all services are meeting the defined SLA requirements

Incident Management

  • Ensure all incidents are managed to resolution
  • Ensure resources and focus is maintained in incident resolution
  • Ensure all communication with the business during service incidents takes place as agreed
  • To be the point of contact for all incident escalations
  • Ensure incident escalation takes place as appropriate
  • Provide post incident reporting

Problem Management

  • Maintain a known problem log
  • Ensure priority is given to problem resolution where appropriate

Service Acceptance

  • Represent the service team and business in the Service Acceptance process
  • Provide input to the Service Design Process
  • Ensure all additional services / changes to service are subject to formal acceptance

CAB

  • Participate in the CAB process
  • Ensure all changes are made only with CAB approval
  • Ensure that all changes affecting the business area directly or indirectly are subject to CAB approval

Service Reviews

  • Run service reviews with each business area on a monthly basis
  • Ensure all relevant information is provided for the Service Review

Service Reporting

  • Provide daily service status reporting
  • Provide monthly service review reporting
  • Provide trend information to demonstrate service performance over time
  • Predict system performance based on actual performance stats 

Capacity Management

  • Ensure the IT service meets the current business demands
  • Ensure that forecast business demand is translated into the Service capability

Qualifications

 

  • IT Operational experience
  • Experience working within an ITIL Framework
  • To be able to demonstrate the ability to be objective in handling problem resolution
  • Proven operational management ability: measuring and reporting on operational performance, assessing position and taking appropriate and effective management actions
  • Proven experience of Matrix management: working with internal delivery organisation, co-ordinating activities of internal organisation
  • Must be able to demonstrate a solid understanding and working knowledge of helpdesk tools and core management systems
  • Experience of remote management is essential
  • Ability to mentor colleagues and improve performance
  • Must be able to handle multiple issues simultaneously and effectively

The role will require you to implement procedures and practices to maintain the highest level of service, whilst continuously improving to satisfy future requirements. Candidates must be customer focused and enjoy the daily challenge of working in a demanding environment.

 

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