Job Title: Relationship Manager
Office: Central Services
Department: Central IT
Location: Sheffield
Hours of Work: Monday to Friday, 37.5 hours per week, flexibility will be required
Salary: circa £25k
The Company:
BDP is a highly successful multi-discipline practice of architects, designers and engineers; our aim is to create award winning, innovative, sustainable buildings, working in partnership with customers, colleagues in construction and the communities we impact. We have over 1100 staff in the UK within 10 locations. 250 staff are based within our Manchester Office.
The Central IT (CIT) group in Manchester is responsible for the provision of IT services to the whole of Building Design Partnership. The group is currently 14 people strong and they cover aspects such as Windows XP desktop, Windows 2003 server, MS Exchange 2003, Cisco network infrastructure and various business / project based applications. It is a lively and very busy working environment with an improving service focussed ethic. This is an exciting opportunity to join a growing team.
Key Responsibility of Role:
To develop and maintain a strong relationship between the practice technology users (customers) and the IT service delivery team (Central IT and Managed Services).
Main Duties:
- Act as a conduit to ensure the effective delivery of ICT services to office based technology users building effective communication channels between multiple locations, professions, sectors and centralised ICT and managed service teams.
- Negotiate customer expectations, manage overall customer satisfaction with infrastructure and proactively identify issues and areas for improvement.
- Liaise with Profession software representatives and application super users for operational validation of functionality to aid the delivery of Profession technical applications while interfacing to the infrastructure delivery and project technology teams.
- Identifying training requirements and providing awareness sessions as appropriate
- Provide the mechanism for the procurement, replacement and reallocation of suitable hardware resources to project and support teams, paying particular attention to the staff growth and the changing demands of the region. Liaise with the local directors to ensure that the Relationship Manager has a good grasp of the key resourcing demands and deadlines that the location has to meet.
- Liaise with other relationship managers and ICT services to ensure overall alignment of governance.
- Feedback on infrastructure performance, on problem resolution and be a conduit for service escalation.
- Responsible for effective and timely delivery of solutions as appropriate.
- Responsible for effective local communication of major incidents or planned system maintenance.
- Keeping up to date with the technology landscape
- Monitoring of service desk incidents queue relating to locations of coverage.
The Person:
We are looking for someone with excellent people skills; able to communicate at all levels, work within a team and is happy to share experience and knowledge.
Skills Required:
You must have a mature approach to customer service coupled with a broad understanding of core infrastructure technologies and/or services, gained through in a support environment. Good written and excellent verbal communication skills are essential and you must have a good level of general education. You must have demonstrable experience of influencing others and building effective working relationships with ability to prioritise. ITIL foundation is essential.
The successful applicant must be able to:
- Successfully multi-task
- Work as part of a team
- Introduce individuals to BDP’s Information and Technology resources
- Juggle priorities and needs
- Manage the expectations of others
- Build relationships with internal customers and support teams
- Influence and persuade others
- Negotiate
Benefits:
In return we can offer an attractive remuneration package for the right individual, including competitive salary, stakeholder pension, private medical insurance, life assurance, payment of professional subscriptions, profit sharing scheme, excellent professional development and training opportunities, together with a positive attitude to work life balance.
BDP is an Equal Opportunities employer, we believe in development and training of our staff.