Business Relationship Manager

Who we are

By joining our project, you will be working on an initiative of the European Commission focused on creating a more efficient, modern and secure customs environment within the European Union. Being part of this initiative set on a 5 years' timeline, you will have the opportunity to work on topics such as digitalization of customs processes, streamlining customs procedures to facilitate trade and reduce costs, harmonization of customs rules across all EU member states and combating fraud.

This purposeful project will not only give you the opportunity to have an impact on one of the key topics within the European Union, it will also offer you various professional opportunities, let you experience a collaborative environment, using cutting-edge technologies and experiencing diversity in your everyday professional life.

What you'll be doing

• Act as the primary connection between IT and the business for the business segment they represent.
• Identify and develop a full understanding of business, customer and user strategies, plans, business needs and objectives and the resulting requirements or opportunities for services.
• Ensure that there is a working partnership with the business, customers and users, developing long-term relationships between individuals and organizational units that span the Service Lifecycle and organizational changes
• Promote the concept of service as a deliverable, and general awareness and understanding of the business benefits to be gained from exploitation of information technology-based services.
• Monitor business outcomes and service value and ensure services and users are working at intended potential and that the most appropriate technologies are being used
• Regularly sample the customer experience and provide feedback on customer issues or improvements
• Drive customer surveys and assist with the analysis of the surveys and ensure that improvement or corrective actions are taken where appropriate
• Act as the IT representative within user groups
• Act as IT liaison on all project matters
• Work with the business, customers and users so they understand their service delivery responsibilities and commitments to IT
• Ensure Business Relationship Management procedures are in place and are continually improved
• Act as the escalation point for the Customer for all IT issues
• Proactively market and exploit the Service Portfolio within all areas of the business
• Facilitate the development and negotiation of appropriate, achievable and realistic SLAs 
• Facilitate the negotiation of fair and equitable service charges with business, customers and users
• Support the Change Management and Release & Deployment Management processes for the protection of the operational environment and the facilitation of safe and effective changes, releases and service implementation
• Submit RFCs for new services on behalf of the business customer
• Collaborate with project teams for effective Service testing and pilots
• Understand the available and supported service delivery technology 
• Assist with the introduction, development and maintenance of Business Continuity Plans and IT Service Continuity Plans
• Assist with the development and agreement of Service Functional and non-Functional Requirements, Design Packages, and Service Transition Packages
• Identify level of demand for services and the underlying PBAs
• Represent customers and work closely with Product Managers to ensure the most suitable combination of Lines of Service (LOS) and Service Level Package (SLP) is present in the Service Catalog to fulfill the needs of the Customer Portfolio
• Works to match the demands and capabilities  of the  business and IT, being flexible and responsive to the needs and capabilities of the business, customers and users, suppliers and service providers
• Facilitates successful requirements definition, design, development, deployment and adoption of new technology by business end users
• Participates in Service Portfolio Management
• Ensures that the IT Service Provider is satisfying the Business needs of the Customers and works closely with the Service Level Manager to ensure service targets are achieved
• Work with the business, customers and users to ensure that the most appropriate levels of service are being provided to meet current and future business needs 
• Works with customers to group their inventory of services into logical 'suites of service' so they can be understood by both IT and the business in a meaningful way
• Assists customers with understanding how services are delivering the value 

What you'll bring along

• Bachelor's degree in Information Technology, Computer Science, or a related field (A Master's degree or MBA is preferred).
• Minimum 5-10 years of experience in IT service management, stakeholder engagement, or business relationship roles.
• Experience in IT Infrastructure is preferred
• Deep understanding of IT service delivery models, Service Portfolio Management, and the Service Lifecycle.
• Demonstrated ability to build trusted relationships with business leaders, customers, and IT teams.
• Strong communication and negotiation skills, with the ability to translate technical language into business terms.
• Experience facilitating SLA negotiations, service costing, and service performance reviews.
• Practical knowledge of Change Management, Release & Deployment processes, and ITIL principles.
• ITIL Foundation certification required; advanced ITIL certifications are advantageous.
• Proven experience working across strategic, tactical, and operational business levels.
• Strong track record of aligning IT services with business needs and delivering customer-focused outcomes.
• Strong analytical skills for performance monitoring and data-driven decision-making.
• Strong problem-solving abilities to address technical and business challenges.
• Customer-focused mindset, understanding and meeting user and stakeholder needs.
• Excellent command of both spoken and written English (any other European language would be a plus).