We are seeking a Head of Business Relationship Management, an international leadership position for our Service Management and CRM team within a shared service organization.
In the role as Head of Business Relationship Management you will have overall responsibility for the successful implementation and operation of Service Management and CRM processes in Telenor Global Shared Services (TGSS). This includes setting direction for and execution on Service strategy together with group business owners. You will also have regular interaction with customers including reporting on and follow-up of challenges and expectations.
You have leadership experience and competence in Service Management in order to lead, strengthen and complement our team. The current Business Relationship Management team consists of seven Service Owners, two CRM’s and one Contract Manager with different backgrounds and nationalities. Our customers are other Telenor Business Units. The role offers exposure within the Telenor Group as you will conduct regular meetings with customers, Telenor Group business owners as well as operations and process managers within own department in Business Process Services (BPS).
This is a challenging and rewarding role, where you will have opportunities to develop your skills and capabilities while working in a cross-functional team. You will be hands-on and working both operationally and strategically.
Feel free to contact us if you have any questions.
We conduct background checks on all relevant candidates.
Job description
- Overall responsibility of Service Management and CRM framework and processes in TGSS, including:
- Service Catalogue maintenance, including prices and service level targets
- Contract framework maintenance, including Frame Agreements and Service Orders for all Telenor Business Units
- Service Meetings with customers, including Service Review Meetings and Service Delivery Meetings
- Service Reporting, including status on SLA’s and KPI’s, as well as issues and escalations
- Customer Focus and Service improvement through Net Promoter Score (NPS) framework, including NPS reporting and Closed Feedback Loop
- Change Management for services (together with Process team)
- Communication to customers on a regular basis (in addition to regular reporting and meeting arenas)
- Overall P&L responsibility for all service domains (together with relevant Group Business Owners and TGSS Finance), including:
- Pricing of services (together with relevant stakeholders)
- Billing of services (together with relevant stakeholders)
Qualifications
- Bachelors/Masters degree in relevant discipline
- Experience from working in Service Management and/or Shared Services Organizations
- Minimum 5 years’ experience as a leader
- Good understanding of ITIL processes
- Exposure of working in a multinational environment
- Fluency in English language
Personal qualities
- Analytical skills, organized, structured and attention to details
- Excellent interpersonal and communication skills
- Comfortable with travelling and working in an international environment
We offer
- An opportunity to make a difference
- Engaging and challenging tasks
- Possibility to work internationally across all the Telenor Business Units