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Strategic Partnership Manager

2 months ago

Cardiff, Cardiff, United Kingdom Companies House Full time

Position Overview

We are seeking an exceptional communicator who prioritizes customer satisfaction and quality service. The ideal candidate for the Business Relationship Manager role will possess outstanding organizational, teamwork, and communication abilities to lead and coordinate customer relationships between Digital IT teams and internal and external stakeholders.

Your primary responsibility will be to manage, sustain, and enhance the connections between IT Services teams, Service Owners, operational units, the Executive Board, and other stakeholders. This role is crucial in ensuring that all colleagues are informed about IT-related issues, changes, and challenges that may affect them and their clients. You will collaborate closely with the Senior Business Relationship Manager and work alongside the IT Problem Manager and other IT Services teams.

The IT Services Team comprises approximately 100 dedicated professionals with a diverse range of technical skills, including infrastructure, databases, applications, networks, cybersecurity, and service management. These specialized teams work in unison to maintain customer services and have a proven track record of supporting one another to deliver services and resolve issues as necessary.

Your duties will include supporting technical teams by ensuring accurate reporting of IT Services availability against public targets. This involves documenting all service-affecting incidents using SharePoint, maintaining major incident reports and business continuity plans, monitoring and reporting availability statistics, and engaging with internal customers regarding digital service availability concerns.

Our organization promotes a flexible and inclusive culture that encourages a healthy work-life balance and a proactive approach to employee well-being, enabling us to perform at our best. We recognize that our people are vital to our success and offer an attractive benefits package, including flexible working arrangements, 30 days of annual leave, 8 bank holidays, and 1 privilege day, along with enrollment in the Civil Service Pension scheme with an average contribution rate of 28%.

Key Responsibilities

You will play a pivotal role in collaborating with IT Services digital teams, Service Owners, software developers, end users, and other stakeholders to communicate, manage, and coordinate various IT changes, problems, and incidents. Your responsibilities will include:

  • Establishing and nurturing strong, effective relationships with all IT Services teams.
  • Maintaining effective communication with Finance and Customer Services teams regarding service-affecting issues.
  • Leading the dissemination of information regarding service-affecting issues and changes to all relevant internal and external stakeholders in a timely manner.
  • Accurately recording all service-affecting issues to ensure high data quality for auditing purposes.
  • Participating in team meetings and VIBs to provide IT updates to Companies House teams as needed.
  • Collaborating with Service Owners, Service Managers, and key Operational Managers to assess service degradation measurements and ensure accurate customer impact reporting.
  • Working with Data colleagues to align data capture accuracy with Companies House digital availability public targets.
  • Managing and coordinating the escalation of service issues and complaints from internal customers.
  • Overseeing the business relationship process while managing challenging deadlines.
  • Coordinating with IT Services teams to prioritize change requests and implementation requests, minimizing business impact.
  • Ensuring timely completion of change implementation tasks within service level agreements (SLAs).
  • Generating various service availability reports for IT Services Management, Business Board, and internal customers.
  • Managing the Companies House overtime request process.
  • Maintaining and reviewing the Service Availability SharePoint site.
  • Collaborating with the IT Problem Manager to analyze trends and potential issues to prevent future problems.
  • Working with the Incident Controller during Major Incidents to ensure effective communication regarding service issues and recovery plans.
  • Ensuring that IT Services continuity plans are current and maintained.
  • Managing the Major Incident Report process and ensuring all actions are completed within agreed timelines.
  • Providing coverage for the Senior Business Relationship Manager as needed.
  • Collaborating with other teams within the Service Management area to ensure timely communication and coordination of issues, changes, and problems.
  • Willingness to develop skills across other teams within the Service Management area to achieve departmental objectives.

Candidate Profile

We are looking for candidates with the following experience and skills:

  • Exceptional verbal, written, and presentation skills to effectively communicate with colleagues at all levels and external stakeholders.
  • A solid understanding of Companies House services and the customers who utilize them.
  • An adaptable and flexible approach, capable of working well under pressure while managing multiple priorities to meet targets and deadlines.
  • Ability to convey technical information to a non-technical audience, including presenting at internal meetings.
  • Knowledge of ITIL principles for service management, with experience in Incident, Problem, Release, and Change Management processes.
  • Practical experience in creating documents, spreadsheets, and presentations for both technical and non-technical audiences.

Technical Skills

  • Technical understanding of the infrastructure and software that supports Companies House Services, including Oracle, AWS, Microsoft, Linux (Unix), Azure, and AWS.
  • Good knowledge of IT technical infrastructure, end-user devices, networks, servers, databases, and storage solutions.
  • Proficiency in M365 software (Microsoft Word, Excel, PowerPoint, Teams, SharePoint, Power BI, etc.).
  • ITIL Foundation Level 4 qualification or a willingness to pursue this qualification.
  • Experience with ServiceNow service management software or similar tools.
  • Familiarity with Jira, Confluence, and Slack software.

Additional Requirements

  • Must maintain confidentiality and may be required to undergo SC level security clearance.
  • This position may occasionally require overtime during the week and weekends to manage critical incidents.

Behaviors

We will assess candidates against the following behaviors during the selection process:

  • Communicating and Influencing
  • Working Together
  • Making Effective Decisions
  • Delivering at Pace
  • Managing a Quality Service

Benefits

Alongside a competitive salary, Companies House contributes significantly towards membership in the Civil Service Defined Benefit Pension scheme. We are committed to providing a comprehensive benefits package that supports the well-being and satisfaction of our team members, ensuring a fulfilling and rewarding career journey. We pride ourselves on promoting a quality work-life balance with employee well-being at the forefront of our practices.

Diversity and Inclusion

As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment. We welcome applications from underrepresented groups and encourage Welsh speakers to apply. We are proud to be a disability confident leader, ensuring our recruitment process is fully inclusive and accommodating to individual needs.

Work Environment

This role will align with our hybrid working approach, allowing for flexibility in how you work to achieve a healthy balance between your professional and personal life. The specifics of this arrangement will be discussed during the offer stage.