Business Success Manager

J.D. Irving, Limited; City of Moncton; On-site; CAD 80,000 - 110,000; Full time

Job summary

A technology firm in Canada is looking for a Business Success Manager to enhance customer satisfaction and oversee IT systems and operations. This role requires extensive IT experience and progressive leadership skills. Responsibilities include building customer relationships, managing IT teams, overseeing project delivery, and ensuring that business objectives align with technological solutions. The ideal candidate will possess an undergraduate degree in Engineering, Business, or Computer Science as well as relevant certifications.

Qualifications

• 10+ years of IT experience.
• Progressive leadership experience.

Responsibilities

• Build and maintain relationships with customers to understand goals.
• Oversee management of IT systems and operations for efficiency.
• Lead and manage IT teams, including hiring and training staff.
• Advocate for customers within the company.
• Guide customers in using products effectively.
• Manage technology projects, ensuring on-time and on-budget delivery.
• Ensure accurate resource allocations.
• Monitor satisfaction and identify improvement opportunities.
• Collaborate with internal teams for partner success.
• Communicate updates and address customer concerns.
• Identify opportunities for leveraging enterprise products.
• Communicate IT initiatives' value to leadership.
• Support transition to new technologies.
• Meet enterprise risk requirements and address risks.
• Manage incidents with a focus on process improvement.

Skills

IT experience

Leadership

Customer relationship management

Education

Undergraduate degree in Engineering, Business or Computer Science

Tools

Business Relationship Management Certification

PROSCI Certification

ITIL Certifications

Job description

This role will be responsible for ensuring the success and satisfaction of our Midland division. Their role involves building and maintaining strong relationships, understanding their business needs, and working to ensure that the IT products or services provided meet those needs effectively.

The Business Success Managers are the primary point of contact providing support, addressing concerns and working to maximize the value of technology with business objectives. Strategic engagement may be necessary depending on the characteristics of the account.

This position requires full-time on-site presence.

Qualifications

• Undergraduate degree in Engineering, Business or Computer Science

• 10+ years of IT experience

• Progressive leadership experience

Assets:

• Business Relationship Management Certification

• PROSCI Certified Change Practitioner

• ITIL Certifications

Responsibilities

• Building and maintaining relationships with customers to understand their goals, challenges, and expectations.

• Overseeing the management of IT systems, infrastructure, and operations to ensure efficiency and reliability.

• Leading and managing IT teams, including hiring, training, and mentoring staff.

• Serving as an advocate for customers within the company, ensuring their needs are understood and addressed.

• Providing guidance and support to customers in using the company's products or services effectively.

• Provide management and oversight on technology projects and ensuring they are delivered on time and within budget, proactively address deviations to plan.

• Ensure accurate resource allocations and resources are working to plan.

• Monitoring satisfaction and identifying opportunities for improvement.

• Collaborating with internal teams to ensure business partner success.

• Communicating with business partners to provide updates, gather feedback, and address any issues or concerns.

• Identifying opportunities for leveraging enterprise products or services that align with the business partners needs and goals.

• Communicating the value of IT initiatives and achievements to the organization's leadership and stakeholders

• Support the transition to new technologies during the modernization process.

• Meet enterprise risk requirements and close risks promptly.

• Manage to forecast, proactively identify any cost variances and ensure alignment with business on discretionary spend.

• Actively manage SR's and Incidents with ambition to improve process, reduce turnaround, and optimize spend.