Senior Business Relationship Manager, IT

Accountabilities: Act as the primary IT relationship owner and central point of contact for assigned strategic enterprise customers, building trusted relationships with executives, IT leaders, and key business stakeholders. Represent customer priorities within internal IT organizations while balancing business objectives, operational requirements, and organizational standards. Lead global stakeholder engagement by coordinating communication, governance forums, and activities across customer organizations and internal teams in multiple regions and time zones. Ensure consistent customer engagement and alignment between regional and global priorities, requirements, and service expectations. Develop and execute customer-specific IT strategies aligned with business objectives, account plans, and long-term growth opportunities. Translate customer needs into technology roadmaps, service enhancements, and transformation initiatives. Identify opportunities to increase customer value through innovation, automation, and emerging technology capabilities. Lead customer governance activities, including Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), steering committees, and executive reviews. Monitor service performance, customer satisfaction, risks, and improvement plans, ensuring compliance with contractual commitments, service expectations, and governance standards. Drive continuous improvement across customer-facing IT services and ensure alignment between customer demand and IT delivery capabilities. Support solution design, demand assessment, investment discussions, and business development activities, including RFI, RFQ, and RFP processes. Lead the resolution of major customer escalations, critical incidents, and service disruptions by coordinating cross-functional teams and managing complex operational challenges. Identify and mitigate risks affecting customer services and strategic initiatives, ensuring lessons learned and preventive measures are implemented. Mentor Business Relationship Managers and contribute to capability development by sharing best practices, governance frameworks, and effective customer engagement approaches. Support organizational quality, health, safety, and environmental objectives, including relevant ISO 9001 commitments, sustainability practices, and workplace safety requirements. Requirements: Bachelor’s degree in Information Technology, Business Administration, Supply Chain, Logistics, or a related field. At least 8 years of experience in customer-facing IT roles, business relationship management, service management, account management, or consulting. Demonstrated experience managing strategic enterprise customers in complex, global business environments. Strong understanding of IT Service Management, project management, and customer governance frameworks. Experience in logistics, transportation, supply chain, or enterprise technology environments is preferred. Proven ability to build and maintain trusted relationships with senior executives, IT leaders, and diverse business stakeholders. Strong strategic thinking and the ability to translate business requirements into technology strategies and actionable roadmaps. Excellent customer relationship management skills, with a strong understanding of commercial priorities and business value. Experience leading governance processes, monitoring service performance, and driving continuous improvement. Strong leadership and influencing skills, with the ability to coordinate cross-functional teams and mentor colleagues. Excellent negotiation, conflict resolution, risk management, and escalation-handling capabilities. Strong communication, presentation, and active listening skills, with the ability to build collaborative relationships. Excellent written and spoken English and the ability to communicate effectively in multicultural, international environments. Additional languages may be required depending on the location. High proficiency in Microsoft Office applications. Ability to adapt to changing business needs and evolving responsibilities. Willingness to travel occasionally and work beyond regular business hours when required to support global stakeholders and business priorities. Ability to work for extended periods at a desk using a computer. Benefits: Starting annual salary of CAD $112,000 , with final compensation determined by experience and internal equity. Eligibility for additional benefits in accordance with the applicable compensation and benefits program. Full-time employment. Opportunity to work remotely within the designated Ontario-based role. Exposure to strategic enterprise customers and global business operations. Opportunity to influence IT strategy, customer experience, and technology transformation initiatives. Professional development through collaboration with international teams and contribution to business relationship management practices.