Technical Support Specialist supporting Greenhouse customers through email, chat, and video. Troubleshooting hiring - platform issues and guiding product improvements.
DL
Senior Business Relationship Manager, IT
Posted 4 days ago
About the role
- Senior IT relationship manager aligning strategic enterprise customers with DSV’s global transport and logistics technology. Leading governance, service improvement, escalations, and transformation initiatives.
Responsibilities
- Serve as the primary IT relationship owner and central point of contact for assigned strategic customers
- Establish and maintain trusted relationships with customer executives, IT leadership, and business stakeholders
- Represent customer interests within IT while balancing organizational priorities and standards
- Coordinate governance forums and communication across global business and IT teams
- Align regional and global priorities, requirements, and service expectations
- 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 innovation, automation, and new technology opportunities to enhance customer value
- Lead Monthly Business Reviews, Quarterly Business Reviews, 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 customer-facing IT services
- Support solution design, demand assessment, investment discussions, and RFI/RFQ/RFP activities
- Lead resolution of major customer escalations, critical incidents, and service disruptions
- Coordinate cross-functional teams to resolve complex business and operational issues
- Manage risks and implement lessons learned and preventive actions
- Mentor Business Relationship Managers and contribute to capability development
- Share best practices and customer engagement approaches across the organization
- Support ISO 9001 and DSV quality, health, safety, and environmental objectives
- Perform other duties as required
Requirements
- 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
- Good command of verbal and written English
- 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
- Ability to communicate effectively in a diverse multicultural environment
- Highly proficient in MS Office
- Prolonged periods sitting and standing at a desk and working on a computer
- Regular working hours apply; flexibility beyond these hours may be required by business needs
Benefits
- Eligible benefits in accordance with experience and internal equity
- Inclusive recruitment process accommodations for candidates with disabilities
- Occasional travel may be required
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