Job Description

Job Req Number: 131809

Time Type: Full Time

The Senior Business Relationship Manager (SBRM) serves as the strategic IT partner and primary point of accountability for designated strategic customers. Acting as the interface between customer organizations, business stakeholders, and IT delivery teams, the SBRM ensures that technology services, solutions, and initiatives support both customer objectives and company strategy.

The SBRM is responsible for managing the end-to-end customer IT relationship, aligning business demands with technology capabilities, and driving continuous improvement across services, projects, and governance processes. The role ensures that all IT-related activities are delivered in accordance with contractual commitments, operational requirements, compliance standards, and customer expectations.

As a trusted advisor, the SBRM develops strong executive relationships, identifies opportunities for innovation and business growth, and provides strategic leadership during major initiatives, service challenges, and transformation programs.

As a global customer-facing role, the Senior Business Relationship Manager supports customers operating across multiple regions and time zones. The role requires effective collaboration with customer stakeholders, business teams, and IT organizations worldwide, ensuring consistent governance, communication, and service alignment regardless of geographical location. While based within a specific region, the role operates from a global perspective and requires flexibility to engage with stakeholders across different time zones as business needs dictate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Customer Relationship Management

• Serve as the primary IT relationship owner for assigned strategic customers.
• Establish and maintain trusted relationships with customer executives, IT leadership, and key business stakeholders.
• Act as the central point of contact for all customer-related IT matters.
• Represent customer interests within IT while balancing organizational priorities and standards.

1. Global Stakeholder Engagement

• Serve as the primary IT relationship lead for customer stakeholders across multiple regions and countries.
• Coordinate activities, governance forums, and communication across global business and IT teams.
• Ensure alignment of regional and global priorities, requirements, and service expectations.
• Facilitate effective collaboration between customer organizations and internal teams operating in different time zones and geographies.
• Provide continuity and consistency in customer engagement across the global account landscape.

1. Strategy and Business Alignment

• Develop and execute customer-specific IT strategies aligned with business objectives and account growth plans.
• Translate customer requirements into technology roadmaps, service improvements, and transformation initiatives.
• Identify opportunities to enhance customer value through innovation, automation, and new technology capabilities.
• Support long-term strategic planning activities between customer and IT organizations.

1. Governance and Service Management

• Lead customer governance processes including Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), Steering Committees, and Executive Reviews.
• Monitor service performance, customer satisfaction, risks, and improvement initiatives.
• Ensure adherence to contractual obligations, service commitments, compliance requirements, and governance standards.
• Drive continuous improvement across all customer-facing IT services.

1. Demand and Portfolio Management

• Support solution design, demand assessment, and investment discussions.
• Participate in RFI, RFQ, RFP, and business development activities.
• Ensure alignment between customer demands and IT delivery capabilities.

1. Escalation and Risk Management

• Lead resolution of major customer escalations, critical incidents, and service disruptions.
• Coordinate cross-functional teams to resolve complex business and operational issues.
• Manage risks impacting customer services and strategic initiatives.
• Ensure lessons learned and preventive actions are implemented.

1. Leadership and Community Contribution

• Mentor Business Relationship Managers and contribute to capability development (SBRM)
• Share best practices, governance models, and customer engagement approaches across the organization.

Education and/or Experience

• Bachelor’s degree in Information Technology, Business Administration, Supply Chain, Logistics, or a related field.
• 8+ years of experience in customer-facing IT roles, relationship management, service management, account management, or consulting.
• Experience managing strategic enterprise customers in complex global environments.
• Strong understanding of IT Service Management, Project Management, and Customer Governance frameworks.
• Experience within logistics, transportation, supply chain, or enterprise technology environments is preferred.

Core Competencies

• Strategic Thinking
• Executive Stakeholder Management
• Customer Relationship Management
• IT Service Management
• Commercial Awareness
• Leadership and Influence
• Negotiation and Conflict Resolution
• Risk and Escalation Management
• Communication and Presentation Skills
• Global Collaboration and Cultural Awareness
• Continuous Improvement Mindset

Language Skills

• Excellent communication skills in English and ability to collaborate across functions and regions

DSV – Global transport and logistics

What moves you?

At DSV, we move more than goods. We move careers, ambitions and opportunities.

With close to 150,000 colleagues in over 90 countries, we are the global leader in transport and logistics, and it is our people who bring our services and solutions to life every day. From frontline operations to business functions, every role contributes to keeping supply chains flowing and societies running.

Here, you are trusted to take ownership, act on your ideas and make decisions that create real impact. It is a place where people, careers and ideas keep moving forward. We value transparency in how we communicate and collaborate, and we win together by supporting each other, challenging each other and delivering results as a team.

Start here. Go anywhere

This is our promise of movement. A promise that your work matters, your contribution counts, and your career can move as far as your ambition takes it.

If you are looking to make an impact, grow your career and be part of something bigger, DSV is the place to be.

Visit dsv.com and follow us on LinkedIn, Instagram and Facebook

#StartHereGoAnywhere #LifeAtDSV