IT Business Relationship Manager

About Aspire

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. It is an exciting time to join us on our journey as we grow and expand!
Our mission: To deliver technology like no other!

About the role

We are looking for a Business Relationship Manager with extensive experience in liaising directly with clients at the highest levels.

The Business Relationship Manager (BRM) is responsible for ensuring the delivery of high quality services to some of Aspire’s largest customers. It is a crucial role that allows us to generate positive relationships with our clients; providing a mechanism to understand their ever changing business requirements and how IT services can be best utilised to help meet those needs.

The successful BRM takes ownership for the overall service experienced by the customer. Taking on the role of a trusted adviser and acting as a bridge between the customer and Aspire’s internal teams they provide a personalised interface that focuses on ensuring that the highest levels of customer satisfaction are achieved and sustained. They are responsible for managing complex service situations and work to continuously identify improvements to the way in which services are delivered.

Working collaboratively with customers in support of their IT strategy, they are able to quickly gain a thorough understanding of the technologies in use and how the client’s IT business systems can be best utilised in order to help meet organisational goals. In doing so, they are able to build long-lasting, mutually beneficial partnerships that focus on providing true value to customers through IT expertise in order to ensure that they continue to benefit from the services we provide.

Acting as the voice of both the customer and Aspire itself, this is a challenging role in which the Business Relationship Manager will be expected to ensure a positive perception of the IT service is maintained across all parties. They will be required to consult with a number of internal and external business streams in order to conduct the ongoing review of IT service and will help to identify and implement opportunities for improvement and optimisation throughout the life of a client’s agreement, providing advice and guidance with regards to ongoing IT strategy and planning.

What you will be doing

• Developing and maintaining strategic business relationships with customers.
• Integrating yourself within the customer’s organisation to fully understand their primary business objectives with a view to being able to advise on long-term IT strategy.
• Conducting regular service reviews with clients.
• Collating information to design and create service reports in line with specific customer requirements.
• Providing regular and accurate management reporting.
• Identifying opportunities for long-term account development and growth.
• Presenting to customers at a number of levels from end users to business executives.
• Acting as a point of escalation for significant issues and complaints whilst identifying suitable methods for resolution.
• Creating and maintaining service enhancement plans, ensuring that actions are followed through to completion.

You will suit the role if you have

• Previous experience of working for an IT Managed Service Provider.
• A good understanding of the components of IT infrastructures including Connectivity, Telephony, Managed Networks, Cloud, Hosting and Application services.
• Exceptional customer service skills and demonstrable experience in managing complex service situations.
• The ability to communicate effectively with a large and varied number of stakeholders.
• Exceptional negotiation skills with the ability to maintain the highest levels of professionalism.
• The ability to collaborate closely with other internal teams and influence colleagues.
• A demonstrable ability to think both operationally and strategically.
• A sound level of business acumen and the ability to make sensible commercial decisions.
• Demonstrable ability to seek out new ideas and use external information, outside of the company, to provide recommendations and solutions to problems.
• A full UK driving license.

Our values

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire, which is at the heart of everything we do.

As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

Benefits

Here at Aspire we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart – we strive to look after our people in the best way we can!

• Travel benefits including free parking, subsidized travel passes and much more!
• Health Cash Plan
• Cycle to Work Scheme
• Network Benefits
• Employee Assistance Program
• Enhanced Annual Leave Entitlement (increasing with length of service)
• Enhanced Maternity, Paternity and Parental Schemes
• Enhanced Pension Scheme
• Tech Purchase Scheme
• Electric Vehicle Salary Sacrifice Scheme
• Employee referral scheme
• New business referral scheme
• Discounted Gym Membership
• Life Assurance and Critical Illness cover

Location and Working Arrangements

The position is based out of Aspire Technology Solutions’ Head Office in Gateshead.

You will also be required to attend regular customer meetings at various locations throughout the UK. As such, the role includes the provision of a company vehicle or car allowance.

Hours of Work

Full-time (37.5 hours per week), Monday to Friday. Flexible working hours can be agreed upon provided that core hours of 10am to 4pm are covered.

Equality, Inclusion and Diversity at Aspire

Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

Interview Process

We generally conduct interviews in three stages, lasting approximately 2-3 weeks depending on everyone’s calendars.

Shortlisted candidates will be invited to a pre-screening call via teams to discuss your experience and what you’re looking for in your next role. Successful candidates will be invited to an interview with the Hiring Manager. If successful in interview, candidates will be invited to an informal interview with key stakeholders at Aspire to meet the wider team(s).