Location: USA - South San Francisco, 395 Oyster Point
Division: Group
Job Posting Title: Senior Business Relationship Manager, IT
Time Type: Full Time
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
QUALIFICATIONS
Education and Experience
• Bachelor's degree in Information Technology, Business Administration, Supply Chain, Logistics, or a related field.
• 8+ years of experience in customer-facing IT roles, relationship management, service management, account management, or consulting.
• Experience managing strategic enterprise customers in complex global environments.
• Strong understanding of IT Service Management, Project Management, and Customer Governance frameworks.
• Experience within logistics, transportation, supply chain, or enterprise technology environments is preferred.
Skills and Competencies
General Operations Skills/Competencies:
• Good command, both verbal and written, English skills.
• Ability to create collaborative engagements and active listening
• Strategic Thinking
• Executive Stakeholder Management
• Customer Relationship Management
• IT Service Management
• Commercial Awareness
• Leadership and Influence
• Negotiation and Conflict Resolution
• Risk and Escalation Management
• Communication and Presentation Skills
• Global Collaboration and Cultural Awareness
• Continuous Improvement Mindset
• Act as a role model for DSV values and adhere to the Code of Conduct
Language and Computer Skills
• English is the principal language for this position, additional languages may be required in other locations.
• Ability to communicate effectively in a diverse multicultural environment.
• Highly proficient in MS Office
Physical Demands
• Prolonged periods sitting and standing at a desk and working on a computer
• Occasional travel may be required
• Regular working hours apply for this position, at times, working beyond these hours may be required by business needs.
Additional Notes / Acknowledgment
Due to the dynamic nature of our industry, your accountabilities and role may change. Duties and responsibilities outlined in this position may be added to or changed when deemed appropriate and necessary by the person who is managerially responsible for this position.
For this position, the expected base pay range is $151,500.00 - $189,000.00 annually. Actual compensation will be determined based on job-related factors such as relevant experience, skills, education, certifications, and geographic location, in accordance with applicable laws and company policy.
Information regarding DSV's benefits offerings, including eligibility, coverage options, and plan
details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.
