Business Relationship Management Lead at Safaricom Kenya

We are pleased to announce the following vacancy for Agile BRM Lead in an Agile IT environment within Enterprise Architecture in DIT

Reporting to the IT Governance Lead, the role will be responsible for managing the relationships between the IT organization and the various business units and affiliates it serves by setting and monitor strategies that will foster profitable long-term relationships. The role holder should have  a strong understanding of ISO 20000:2018, Business Relationship Management, ITIL Service Portfolio Management, with a flexible and an iterative approach to service and product development.

Key responsibilities;

• Responsible for the development of Tribes BRMs and to ensure successful implementation across the organization and with customers.
• Develop solution concepts and perform business analysis, prepare recommendations on business cases and plans as needed.
• Act as the key liaison across all functional areas, including business units, technology, internal and external partners and vendors.
• Manage to service level agreements (SLA’S) with Business Units SPOCs for the delivery of services. Monitors and measures through metrics of operational excellence.
• Create shared vision of partners respective solutions and facilitate decision making and arbitration relating to trade-offs both within and between different solution platforms and providers.
• Influences and partners with business to understand business strategy.  Interacts on a regular basis with business leadership to ensure needs are understood and IT updates are communicated on a consistent basis.
• Create and analyse relevant and strategic information and develop recommendations that they present to senior management.
• Possess a broad knowledge of most technical and business resources and use them to effectively coordinate team members and external resources.
• Oversee the launch of solutions and help to maximize the positive impact on the organization.
• Identify, screen, and evaluate new initiatives with the opportunity to address unmet (internal and external) customer needs.
• Partner with key staff members to create strategic business plans.
• Actively support a customer first policy in the delivery of the services and develop customer-centric requirements which complement it.
• Through positive behavior’s, actively inspire and motivate technology teams to promote supportive working relationships and a “can do” culture.
• To review own training and development requirements- Be accountable for self-development in equality practice and issues through active participation in associated learning programmes.
• Collaborate with digital engineering department to ensure services and solutions compatibility with software engineering standards.
• Collaborate with the Project Management Office and Agile coaches on the intake process and prioritization of candidate projects across the company.

Other duties and responsibilities:

• Participate in strategic and budgetary planning processes, prepare, and administer functional units operating budgets; provide recommendations on desired policies and goals and implement new/revised programs according to established guidelines.
• Participate in the internal and external ISO audits in compliance with ISO 20000:2018
• Enable adapt and adopt into the agile principles to activate the interaction between TLs/TTLs/POs/PMs.
• Ensure conflicting stakeholders requirements are mediated appropriately.
• Handle stakeholders’ complaints and escalations well through a sympathetic (yet formal) process.
• Review the performance trends and the outcomes of the services -Tribe reviews/QBRS
• Ensure that IT processes and services align with the ISO 20000:2018 standard
• Participate in research in pursuit of new solutions and to evaluate the applicability and usefulness of current solutions.

QUALIFICATIONS

• Bachelor’s or master’s degree in Computer Science, Business Administration, or other related field or equivalent 7 years work experience.
• ITIL4 Service Management certification is desirable.
• Breadth: Typically has 8 to 12 years of IT and business work experience with a broad range of exposure to various technical environments and business segments.
• At least 5-7 years of experience with managing team(s) responsible in planning and delivery of strategic projects, business and product development or client management and working with a broad range of diverse and complicated business units.
• Must be comfortable in collaborating with business leads, understanding business strategy/processes, looking for innovative solutions to drive business enhancements both for internal business users and external customers. 
• The incumbent must possess strong business acumen. Possess strong analytical skills, including an understanding of business strategies and financial resources.

Additional desirable qualifications:

• Possess ability to manage projects end-to-end
• Strategic thinking and planning
• Operational execution excellence
• Agile thinking to drive change that enables efficiencies and drives growth
• Systems thinking
• Team and collaboration orientation
• Problem solving
• Performance driven
• Learning orientation
• Effective written/verbal communication skills

Desirable certificates: (Please specify)

• Certified in Governance of Enterprise IT (CGEIT)
• PRINCE2/PMP – Project Management Certification
• ITIL 4 – Service Management Certification
• PMI Agile Certified Practitioner (PMI-ACP)
• Knowledge of and experience with IT Service Management standards and policies.

Last Date to Apply: Mar 19, 2023