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About the Role
The Senior Business Relationship Manager (SBRM) serves as the strategic IT partner and primary point of accountability for designated strategic customers. The SBRM ensures that technology services, solutions, and initiatives support customer objectives and company strategy by managing the end-to-end customer IT relationship, aligning business demands with technology capabilities, and driving continuous improvement. This global customer-facing role requires collaboration with stakeholders across multiple regions and time zones.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Mentor Business Relationship Managers and contribute to capability development (SBRM).
- Share best practices, governance models, and customer engagement approaches across the organization.
- Perform assigned tasks to support DSV meets its objectives and targets regarding quality, health, safety and environment and follow all requirements as set out in the DSV Quality Health Safety Environment policy.
- Staff are required to ensure that their day-to-day activities embrace sustainability, Health and safety therefore reducing the impact upon the environment, supporting the communities we work in and reducing incidents in the workplace.
Requirements
- 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.
- Prolonged periods sitting and standing at a desk and working on a computer.
- Occasional travel may be required.
- At times, working beyond regular working hours may be required by business needs.
Skills
- Good command, both verbal and written, English skills.
- Ability to create collaborative engagements and active listening
- 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
- Act as a role model for DSV values and adhere to the Code of Conduct
- Ability to communicate effectively in a diverse multicultural environment.
- Highly proficient in MS Office
Location
- CAN - VIRTUAL - CA Ontario
Work Type
- Full Time
Experience Level
- Senior
Education Level
- Bachelor’s degree in Information Technology, Business Administration, Supply Chain, Logistics, or a related field.
Salary/Compensations
- Salary starting at $112,000
Benefits
- eligible benefits
About the Company
- DSV encourages inclusivity and are committed to diversity in the workplace while welcoming applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities.
- Our goal is to provide an inclusive environment for all to succeed.
- We work with candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best.
- DSV – Global transport and logistics
- 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
- DSV does not use AI to screen candidates during the recruitment process
- FRAUD ALERT: Please note that DSV will never request a chat interview or solicit funds from applicants or employees through its interviewing and hiring process. We do not require any form of payment and will not ask for personal financial information, such as credit card or banking information. Our recruiters have an @dsv.com or @ca.dsv.com email address. If you question the legitimacy of any DSV job posting, please reach out to HR@ca.dsv.com.
Equal Opportunity
- DSV encourages inclusivity and are committed to diversity in the workplace while welcoming applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities.
- Our goal is to provide an inclusive environment for all to succeed.
- We work with candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best.
- Please reach out to Human Resources should you require accommodation during the recruitment process.