The IT Relationship manager is part of the global Information Systems (I/S) organization and as such is accountable for successful, sustainable and effective delivery of all I/S services and solutions within an assigned number of locations. Locations include in The Netherlands Terneuzen & Delfzijl, in Belgium Wilrijk , Zwijndrecht ,Tessenderlo & Brussels but this may change to optimize client representation. This position is located at the Terneuzen site and is part of the overall I/S team with various growth opportunities.
This job exists to manage the delivery of I/S Services, working with Site leadership and consumers of I/S Services in the indicated area of responsibility. This role is also accountable for ensuring the client base leverages and maximizes the value of the available I/S products and services. In addition, this role is a strategic element of the Dow I/S Problem Mgmt work process, and acts as the client advocate to the global delivery teams as they work to resolve process, performance and availability issues. This role is also accountable to provide client requirements and be the client advocate and client communication focal point for I/S projects. Finally, the IT Relationship manager actively supports and provides direction to vendors in support of the I/S sourcing model.
To accomplish this, the role needs a deep knowledge of the site strategies, site business strategy, and the capabilities of the broad suite of I/S products and services. This requires a significant emphasis on relationship management with site leadership teams & the local user community and collaboration with the global I/S service teams & outsourcing partners to deliver I/S services and projects which maximize value, in a timely and cost-effective way.
The overall accountability for IT Delivery in the region can be broken down in the following primary responsibilities:
Relationship Management Enhance I/S credibility by establishing and maintaining relationships with site leadership teams.
Establish and maintain site specific Work Group Contact networks and other network to ease the interaction and delivery of services to the total user community at a site level.
Geographic Account and IT Delivery Management Understanding customer needs and where and how they apply IT in their day-to-day business.
Provide IT consultancy and education on the use and added value of IT products and services.
Pro-actively identify issues and drive issue resolution with the appropriate (global) teams before customer Impact
Drive customer service escalations and assist driving site related IT incidents towards resolution.
Partner with I/S Service Management teams to manage I/S affordability while unlocking the business value that
I/S brings to the regions
Project management/participation Provide client requirements for site specific projects requiring changes in the IT infrastructure, products or services.
Act as Partner Project Manager during the execution of site specific IT infrastructure projects
Act as a regional liaison, coordinator and client ambassador for implementing global projects like enterprise workstation, UCaaS, NGT etc. at a site level
Business Continuity Collaborate with site management to identify site specific business critical activities where failing IT services could result in a significant negative business impact
Manage service providers Partner with our strategic outsourcing providers in the region to ensure effective delivery of IT services and solutions
Act as local site safety sponsor for our strategic outsourcing providers and ensure they are aware and comply with site safety and operating policies.
Minimum of a Bachelors degree; prefer in Computer Science, Information Systems or equivalent.
Minimum of 5 years of IT experience
ITIL certification is an asset
Fluency in English and Dutch is a must, other European languages is a plus
Six Sigma Green Belt or Green Belt Project Leader is strong plus.
This position may require occasional travel, mainly domestic.
