Business Relationship Manager
Core Function:
The Business Relationship Manager I -- DCS (Systems Operations) is responsible for building and maintaining a positive relationship with new and existing clients; establishing and enhancing relationships with key personnel within the client organization. The position works with Pomeroy and client personnel to understand client requirements and work directly with the client to support their needs. This position manages the work efforts of individual contributors and will work with management to maintain staffing levels, complete performance reviews, assist with completion of training/certification, and other items as assigned by management. The BRM I-DCS must always be prepared to represent the client's interests while maintaining and fostering a positive image of Pomeroy. The BRM I-DCS understands the SOW and the extent and limitations of what Pomeroy is expected to provide. The BRM I-DCS is responsible for identifying all client metrics and assure reporting on measurement if applicable.
Essential Duties & Responsibilities:
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to this position.
- Work closely with the client and Pomeroy personnel to understand the client's requirements.
- Attend client meetings as needed to maintain a positive relationship.
- Look for opportunities to present other Pomeroy services to the client.
- Facilitate team meetings effectively
- Provide on-going communication between Pomeroy, client(s), and employees
- Facilitate the use of personal/holiday time with direct staff
- Assure accurate and timely SLA report generation, validation and presentation of compliance to customer metrics.
Supervisory Responsibilities:
- The BRM-DCS will be responsible for managing operations in their assigned area (Systems Operations)
- Must be well versed in Systems Operations (Batch, Network, Midrange, Mainframe), AS400, Production Control
- Understand budgeting and financials for area of responsibility
- Assist with forecasting
- Review, track and analyze financial performance and take necessary actions, with appropriate management approval, to meet or exceed financial objectives
- Reports directly to Business Relationship Manager 1, DCS
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Skills Required
- Client relationship management and regular client meetings
- Manage and supervise operations staff (staffing, performance reviews, training)
- Understanding of Statement of Work (SOW) scope and limitations
- Knowledge of Systems Operations: Batch, Network, Midrange, Mainframe
- Experience with AS400 systems
- Experience with Production Control processes
- Ability to generate, validate, and present SLA reports and customer metrics
- Budgeting, financial analysis, forecasting and taking actions to meet financial objectives
- Ability to facilitate team meetings and provide ongoing communication between client and staff
What We Do
Technology is mission-critical to your business so it must work — continuously. That’s why Pomeroy is always working. Everything we do — every assessment, every equipment procurement, every service outcome — is focused on keeping your organization running smoothly and staying productive. Your dedicated Pomeroy team carefully monitors your workplace so we not only optimize efficiencies but also pre-empt issues before your work is interrupted. We’re where you need us, ensuring business continuity often before the effects of an issue are ever felt. When something does happen, we immediately jump in and get your business technology back to full speed. You can be confident that a Pomeroy partnership brings the right level of tailored IT support specific to your business. And as your business grows and the world changes, we help evolve your IT capabilities so your business runs non-stop into the future.
