Business Relationship Manager

o The Business Relationship Manager is responsible for creating a true partnership between the ICT Service and each of its customers, jointly developing the necessary commitment and understanding required within both customer and supplier to ensure IM & T services are exploited to deliver optimum business value for its customers., This role will build the relationship with the customer account from bid proposal, defining clear strategic outcomes, through to creation of the Service Level Agreement or Letters of Understanding and then manage the ongoing relationship by regular contact, further business development, and professional resolution of any issue arising., Continue to understand the needs of existing partners and establish relationships with potential new customers. Understand the partners business challenges and objectives for technology enablement working closely with service development. Performance management of the HBL ICT Shared Services service delivery against agreed service levels within the Service Specifications. Maintain the portfolio of services that each partner receives from HBL ICT. Understand and document the desired outcome of a service and to decide if the customer's need can be fulfilled using an existing service offering or if a new or changed service must be created. Capture partner requirements and agree service level targets with customers who request the provision of existing standard services. Plan, carry out and evaluate regular Customer Satisfaction Surveys. Record Customer complaints and compliments, assess any complaints and instigate corrective action if required. Continuously monitor the processing status of outstanding Customer complaints and to take corrective action if required. Responsible for the development of scoping documents, SLA and LOU agreements and additional service addendums in partnership with the partners and customers. Communicate with internal colleagues to ensure that all new service agreements and proposals fit the agreed roadmap within the partnership.

• oRelevant educated to BA level or extensive knowledge, skills and experience to equivalent level
• oSpecialist management qualification or equivalent experience
• oEvidence of continuing personal development
• oExperience of working in a management role within the NHS, Local Authority or equivalent
• oExperience of working in a complex, multi-agency environment and across organisational boundaries oAbility to analyse, interpret and compare complex facts, opinions and situations at speed
• oExperience of passing on and influencing others successfully in improvement methodologies and ideas
• oA proven track record and demonstrated ability of working collaboratively with a variety of organisational levels to deliver outcomes for clients
• oSignificant experience managing excellent customer service in discipline/field/area of work
• oSignificant experience in supporting an organisation toward serving its clients' needs including maintaining effective customer relations and managing customer's satisfaction
• oSignificant experience of influencing key stakeholders and customers as able to demonstrate impact and proactive customer relationship building, delivering customer satisfaction, with the ability to respect, influence and motivate a range of stakeholders to deliver continuous improvement in services whilst achieving professional and personal credibility
• oExcellent communication skills both orally and in writing, with an ability to prepare written documents and complex proposals that are clear and easily understood
• oAbility to negotiate and influence others in a positive manner
• oHighly effective leadership skills with the ability to effectively lead, manage, develop, influence and inspire a team, by emanating the ICB vision and mission
• oAbility to identify and manage complex, interrelated risks
• oAbility to make clear rational decisions, exercising independent judgement in a professional and competent manner
• oExcellent presentation skills, including the ability to effectively present to senior staff and external professional bodies
• oTo operate with a high level of autonomy, professionalism, passion and dedication to deliver timely standards with a high level of attention to detail and accuracy
• oSignificant experience of collating and interpreting highly complex data for presentation
• oAbility to work under pressure and meet deadlines
• oAbility to work on own initiative with minimum supervision
• oMotivated and dynamic ability to generate ideas and put them into practice
• oAdvanced keyboard skills
• oAbility to work flexible hours to meet the requirements of the role
• oAble to question and challenge existing practices and working methods in order to create innovative workable solutions
• oCar driver and current driving licence essential or access to a car (unless you have a disability as defined by the Disability Discrimination Act), oMembership of a relevant professional body
• oExperience of managing staff in a creative environment
• oExperience of programme, project and change management
  
  We are committed to promoting equal opportunities to achieve equity of access, experience and outcomes and to recognising and valuing people's differences. We are passionate about creating an inclusive workplace that promotes and values diversity; we see this as a strength and part of our founding mission, values and behaviours. We know through experience that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers patient outcomes.