Principal Business Relationship Manager

Vodafone Limited; City of Westminster; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading telecommunications company seeks a Technology Business Relationship Manager to act as a key point of contact for internal customers. You will manage accounts, foster strategic relationships, and ensure service quality while overseeing financial governance. Strong IT knowledge and account management experience are required. This role offers competitive benefits including generous annual leave and pension matching.

Benefits

28 days annual leave + bank holidays

5 charity days/year

52 weeks maternity leave

Private medical and dental access

Share save scheme

Retail and cinema discounts

Qualifications

• Experience managing accounts up to €100 million annually.
• Proven skills in building and maintaining strategic relationships with key stakeholders.
• Knowledge of Technology_VOIS capabilities and mapping to customer strategies.

Responsibilities

• Own strategic relationship management and customer engagement.
• Manage financial governance of the internal customer portfolio.
• Oversee and ensure service delivery and performance.

Skills

Strategic thinking

IT strategic relationship management

Account management/business development

IT Service management

Financial governance

Broad and strong IT knowledge

Technology account management / consultancy experience

IT service management (ITIL)

Ability to establish and maintain trust

Rigor and reliability in the follow-up and implementation of actions

Commercial/Financial governance experience

Job description

Overview

Join Vodafone, we're shaping the future of connectivity for our customers and our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career while maintaining a work–life balance, Vodafone offers opportunities to belong and make a real impact.

Responsibilities

The Technology Business Relationship Manager is the single point of contact (SPOC) for internal business customers, acting as both the Technology_VOIS ambassador and the customer’s voice. The Principal BRM manages accounts up to €100 million annually and coaches junior team members. The role covers all business cycle phases: sell, build, and run. It involves engaging with customers, identifying growth opportunities, creating business cases, overseeing transitions, ensuring service delivery, and managing financial governance. Within the context of the above, the performed tasks include:

• Build and maintain a strong strategic relationship with key stakeholders in Technology_VOIS and on the customer side (C‑level and direct reports)
• Develop a deep understanding of the local market/group function IT strategy, and business pressures/challenges
• Develop a deep understanding of Technology_VOIS capabilities and map those to the customers’ strategy across the managed portfolio
• Represent the internal customer in service design, service portfolios and service offerings
• Strategic account planning, identify business growth opportunities, create opportunities pipeline and optimize use of Technology_VOIS capabilities
• Pipeline demand management
• Execution of demand/change management and governance
• Ownership of the preparation and sign‑off of the business case relating to the service (E2E bid management cycle)
• Act as an escalation point during transitions when the service moves to Technology_VOIS ownership and during BAU, ensuring delivery to contractual SLAs/KPIs and cost/saving projections
• Monitor, report, and escalate any service quality issues with Technology_VOIS service leads
• Understand internal customers’ strategy/evolution and initiate internal Technology_VOIS change as required, including preparation and management of Change Requests through internal governance
• Accountability for financial governance of the internal customer portfolio, including charging and budgeting of the respective service and ensuring recharge values align with BCs/CRs signed with the customer
• Support internal Technology_VOIS business transformation and cost improvement initiatives
• Receive and manage service escalations and customer improvement plans to ensure satisfaction
• Own governance between service operations and the internal customer (monthly meetings, monthly SLA and financial reporting), including generation and management of customer data
• Plan and execute monthly governance meetings with the customer focused on strategic questions, service performance highlights, pipeline, new opportunities, strategic initiatives, and finances
• Plan and execute quarterly steerco meetings with Technology_VOIS management and CIO (or equivalent in the Group Function)
• Be accountable for customer satisfaction evaluated annually via a Customer Survey
• Generate, update, and manage account plans and account development plans
• Be responsible for performance of accounts and customer satisfaction survey across the portfolio

Who you are

• Strategic thinking
• IT strategic relationship management
• Account management/business development
• IT Service management
• Financial governance
• Broad and strong IT knowledge
• Technology account management / consultancy experience
• IT service management (ITIL)
• Ability to establish and maintain trust
• Rigor and reliability in the follow‑up and implementation of actions
• Commercial/Financial governance experience

Benefits

• Annual leave: 28 days + bank holidays + option to buy/sell/carry over 5 days/year
• Charity days: 5 days/year
• Maternity leave: 52 weeks (first 13 weeks fully paid, followed by 26 weeks of half pay)
• Pensions: You can contribute up to 5% of basic pay with 2:1 Vodafone matching up to 10%
• Access to private medical, private dental, free health assessments, share save scheme
• Additional discounts: Vodafone retail, gym, cinema, cycle to work, season ticket loan

Who we are

We are a leading international Telco, serving millions of customers. Vodafone believes connectivity is a force for good. We empower people through technology, connect everyone regardless of who they are or where they live, and protect the planet while helping our customers do the same. We are committed to diversity, inclusion, and creating a safe, valued, and inclusive workplace. If you require reasonable adjustments or accessibility support during recruitment, please refer to our guidance. Together we can.