Sutherland

Global BPO providing customer lifecycle management

Associate Manager - IT Business Relationship Management

IT OperationsPosted on Nov 11

Full-timeTaguig, Metro Manila, PhilippinesNo salary listed

About the Job

Requirements

A bachelor's degree in a related discipline or equivalent experience is required.
Five to eight years of experience in a relevant field for managers is required.
Technical acumen in one or more technology disciplines is required.
Business acumen in at least one Business Partner domain is required.
Strong written and verbal communication, including technical writing skills, is required.
Interpersonal and relationship-management skills for building partnerships are required.
The ability to conduct cost-benefit analysis and develop business cases is required.
Analytical and problem-solving skills are required.
Leadership and teamwork are required.
Understanding of basic technology architecture, including networks, telecommunications, and servers, is required.
Understanding of the business process outsourcing industry and outsourcing models is required.
ITIL Fundamentals knowledge is required.
Understanding of project management methodologies is required.
Financial management understanding is required.

Responsibilities

Develop and maintain relationships with business stakeholders, IT leadership, and external vendors to support seamless service delivery and alignment with organizational goals.
Analyze business requirements and translate them into actionable IT solutions, ensuring technical feasibility and cost-effectiveness.
Manage IT service delivery models and monitor performance against agreed service level agreements.
Coordinate between business units and IT teams to resolve issues, prioritize requests, and implement improvements.
Conduct regular business reviews with stakeholders to assess satisfaction, identify gaps, and recommend strategic enhancements.
Document and communicate IT capabilities, services, and roadmaps to non-technical audiences.
Support vendor management activities, including performance monitoring and relationship optimization.
Identify opportunities for process improvements and cost optimization within IT service delivery.
Participate in IT governance activities and contribute to the development of IT policies and standards.
Prepare reports and presentations on IT performance metrics, business impact, and strategic recommendations for leadership review.

Desired Qualifications

A master's degree or MBA is a plus.

Job Description

We're looking for an Associate Manager - IT BRM to join our organization Sutherland Philippines (Work from Home). In this role, you will serve as a strategic bridge between our IT department, business units, and clients, ensuring alignment between technology solutions and business objectives. You will manage key relationships with stakeholders, drive IT service excellence, and contribute to the organization's digital transformation initiatives. This position requires a professional who combines technical acumen with strong interpersonal skills and a collaborative approach to problem-solving.

Develop and maintain strong relationships with business stakeholders, IT leadership, and external vendors to ensure seamless service delivery and alignment with organizational goals
Analyze business requirements and translate them into actionable IT solutions, ensuring technical feasibility and cost-effectiveness
Manage IT service delivery models and monitor performance against agreed service level agreements (SLAs)
Coordinate between business units and IT teams to resolve issues, prioritize requests, and implement improvements
Conduct regular business reviews with stakeholders to assess satisfaction, identify gaps, and recommend strategic enhancements
Document and communicate IT capabilities, services, and roadmaps to non-technical audiences in a clear and compelling manner
Support vendor management activities, including performance monitoring, and relationship optimization
Identify opportunities for process improvements and cost optimization within IT service delivery
Participate in IT governance activities and contribute to the development of IT policies and standards
Prepare reports and presentations on IT performance metrics, business impact, and strategic recommendations for leadership review

Qualifications

Bachelor’s degree in related discipline or equivalent experience required; Masters or MBA degree a plus
5 to 8 years of experience in relevant field for Managers
Technical acumen in one or more technology discipline
Business acumen in at least one of the Business Partner domains
Excellent written and verbal communication, including technical writing skills
Strong interpersonal / relationship management skills in building partnerships.
The ability to conduct cost/benefit analysis & business case development
Excellent analytical skill & problem solving approach
Leadership and Teamwork
Understanding of Basic Technology architecture like Network, Telecom, Server etc.
Understanding of BPO industry & outsourcing models
ITIL Fundamentals
Understanding of Project Management methodologies
Financial Management Understanding

Additional Information

About the Company

Sutherland

Global BPO providing customer lifecycle management

Sutherland provides business process outsourcing that manages the entire customer lifecycle for clients, including customer support, sales, and related operations across multiple industries. It combines process consulting with outsourced delivery, using end-to-end services that mix human agents with digital tools such as AI and analytics across a global delivery network. It differentiates itself through long-term private ownership that supports steady growth and an integrated approach across technology, telecom, financial services, and healthcare. Its goal is to help clients improve the customer experience while lowering operating costs by outsourcing full lifecycle processes and advancing with digital capabilities.

Company size: 10,001+
Company stage: Private
Total funding: $30M
Headquarters: Town of Perinton, New York
Founded: 1986

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