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Dow Business Relationship Manager in Fort Saskatchewan, Alberta

Business Relationship Manager

At a glance

Position:Business Relationship Manager

Primary Location:Fort Saskatchewan (AB, CAN), Alberta, Canada

Schedule:Full time

Date Posted:05/15/2024

Job Number:R2051673

Position Type:Regular

At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet.

Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration. If you’re looking for a challenge and meaningful role, you’re in the right place.

About you and this role:

Dowhas an exciting opportunity for aBusiness Relationship Managerlocated inFort Saskatchewan (AB, CAN).

The Business Relationship Manager maximizes the value of Dow's IT investments and capabilities by working with Dow businesses to understand their business strategies and define a business IT strategy. Defines implementation projects for the business, the value of these business projects, and ensures that the business projects are understood, prioritized and delivered by the IT organization. Requires a combination of technical, functional, business and soft skills to act as an IT “Account Manager” with the business. Helps to define and validate the Dow IT strategy to ensure it will accelerate Dow businesses strategies.

In this role, you will require in-depth conceptual and working knowledge of your discipline or functional area. You will need to understand your discipline's best practices and how they relate to others. You may need to lead small projects with manageable risks and resource requirements as well as serve as a resource for less experienced colleagues. You should also be able to explain difficult or sensitive information and work to build consensus with others.

It is your responsibility to analyze and resolve complex problems, examine information from multiple sources, and use judgement to evaluate established and new solutions. Your performance impacts a range of customer, operational, project, or service activities within your own team and other related teams and requires that you work within established guidelines and policies.

Responsibilities:

Client Relationship Management: Foster and facilitate productive partnerships between Client and Provider.

  • COORDINATE CONNECTIONS TO MOBILIZE PROJECTS AND CONTINUOUS IMPROVEMENTS

  • Provide client requirements for site specific projects requiring changes in the IT infrastructure, products or services.

  • Act as Partner Project Manager during the execution of site-specific IT infrastructure projects.

  • Act as a regional liaison, coordinator and client ambassador for implementing global projects like enterprise workstation, Cloud Voice, Next Generation Telecom, etc. at a site level.

  • Coordinate across IT organizations to ensure end to end coordination for successful client experience

  • DEFINE AND SHAPE CUSTOMER DEMAND

  • Understanding customer needs and where and how they apply IT in their day-to-day business.

  • Collaborate with site management to identify site specific business critical activities where failing IT services could result in a significant negative business impact

  • Enhance I/S credibility by establishing and maintaining relationships with site leadership teams

  • Represent the employee experience and business outcomes by representing client needs / voice of the client.

  • SOCIALIZE CURRENT SERVICE OFFERINGS TO IMPROVE AWARENESS AND INTEGRATION

  • Provide IT consultancy and education on the use and added value of IT products and services.

  • Promotes existing IT solutions to clients based on need/value.

  • Assists with the adoption of I/S Services, providing training and communication to clients

  • Establish and maintain site specific Work Group Contact networks to ease the interaction and delivery of services to the total user community at a site level.

Supplier Relationship Management: Coordination of key roles, resources, and capabilities between the Clients, Product Teams and Provider

  • DRIVE VALUE REALIZATION FROM CURRENT SERVICE OFFERINGS FROM SERVICE PROVIDER

  • Partner with I/S Service Management teams to manage I/S affordability while unlocking the business value that I/S brings to the region.

  • Represents service feedback from the clients to IT.

  • Partner with our strategic outsource providers in the region to ensure effective delivery of IT services and solutions

  • MANAGE SERVICE PERFORMANCE Work with Client to ensure alignment between Service performance expectations and Service Offerings. Escalating any gaps in expectation to the global Service Delivery team.

  • Manage the local site team to ensure service quality, timeliness of deliverables, responsiveness to client requests, and accuracy of status and metric information

  • Monitor supplier performance reports as compared to client satisfaction sentiment of Services at a site and regional level, share as needed with clients and work with global service delivery team to resolve performance systemic performance issues.

  • Act as local site safety sponsor for our strategic outsource providers and ensure they are aware and comply with site safety and operating policies.

  • COORDINATE KEY PROVIDER ROLES ON BEHALF OF THE CUSTOMER

  • Pro-actively identify issues and drive issue resolution with the appropriate (global) teams before customer impact

  • Drive customer service escalations and assist driving site related IT incidents towards resolution

Qualifications:

  • A minimum of a bachelor’s degree or relevant military experience at or above a U.S. E6 or Canadian Petty Officer 2nd Class or Sergeant ranking. A degree in an IT discipline is preferred.

  • A minimum of 8 years relevant IT experience is required.

  • Previous leadership experience.

  • A minimum requirement for this Canada based position is the ability to work legally in Canada. No visa sponsorship/support is available for this position.

Additional Notes:

  • This position does not offer relocation assistance

Benefits – What Dow offers you

We invest in you.

Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career.  You bring your background, talent and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing.

Here are just a few highlights of what you would be offered as a Dow employee:

  • Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives.

  • Benefits and programs to support your physical, mental and emotional well-being, to help you get the care you need...when you need it.

  • Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning and educational resources to help you achieve your long term financial-goals.

  • Become a Dow shareholder through various employee stock programs.

  • Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building.

  • Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs.

  • Global Paid Time Off (PTO) policies:

  • Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).

  • ​Paid time off to care for family members who are sick or injured.

  • Paid time off to support volunteering and Employee Resource Group’s (ERG) participation.

Join our team, we can make a difference together.

About Dow

Dow (NYSE: DOW) is one of the world’s leading materials science companies, serving customers in high-growth markets such as packaging, infrastructure, mobility and consumer applications. Our global breadth, asset integration and scale, focused innovation, leading business positions and commitment to sustainability enable us to achieve profitable growth and help deliver a sustainable future. We operate manufacturing sites in 31 countries and employ approximately 35,900 people. Dow delivered sales of approximately $45 billion in 2023. References to Dow or the Company mean Dow Inc. and its subsidiaries. ​​​​Learn more about us and our ambition to be the most innovative, customer-centric, inclusive and sustainable materials science company in the world by visitingwww.dow.com.

As part of our dedication to the diversity of our workforce, Dow is committed to equal opportunities in employment. We encourage every employee to bring their whole self to work each day to not only deliver more value, but also have a more fulfilling career. Further information regarding Dow's equal opportunities is available onwww.dow.com.

At Dow, diversity and inclusion are inherent in our work environment. We are committed to building a vibrant, diverse and talented employee base – and helping each employee grow and develop as part of Dow's inclusive global community. Dow has an accommodation process in place to support employees with disabilities. If you need assistance or an accommodation due to a disability, you may call us at 1-833-My Dow HR (833-693-6947) and select option 8.

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