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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 both customer objectives and company strategy, acting as the interface between customer organizations, business stakeholders, and IT delivery teams. This global customer-facing role requires effective collaboration with stakeholders across multiple regions and time zones, ensuring consistent governance, communication, and service alignment.

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.
Other duties as required.

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.
Regular working hours apply for this position, at times, working beyond these 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

USA - South San Francisco, 395 Oyster Point

Work Type

Full Time

Experience Level

8+ years of experience
Senior

Education Level

Bachelor’s degree in Information Technology, Business Administration, Supply Chain, Logistics, or a related field.

Salary/Compensations

$151,500.00 – $189,000.00 annually

Benefits

Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase. Benefits, programs, and eligibility may vary by location and division in accordance with applicable state and local laws.

About the Company

In 1976, ten independent hauliers joined forces and founded DSV in Denmark. Since then, DSV has evolved to become the world's 3rd largest supplier of global solutions within transport and logistics. Today, DSV adds value to its customers' entire supply chain by transporting, storing, packaging, re-packaging, processing and clearing all types of goods. DSV works every day from its many offices in more than 80 countries to ensure a steady supply of goods to production lines, outlets, stores and consumers all over the world. Its reach is global yet its presence is local and close to its customers.
At DSV, we move more than goods. We move careers, ambitions and opportunities.
With close to 150,000 colleagues in over 90 countries, DSV is the global leader in transport and logistics, and it is its people who bring its services and solutions to life every day.
From frontline operations to business functions, every role contributes to keeping supply chains flowing and societies running.
At DSV, 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.
DSV values transparency in how it communicates and collaborates, and it wins together by supporting each other, challenging each other and delivering results as a team.
Start here. Go anywhere
This is DSV's 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 DSV on LinkedIn, Instagram and Facebook

Equal Opportunity

DSV is an equal employment opportunity employer. Candidates are considered for employment without regard to race, creed, color, national origin, age, sex, religion, ancestry, disability, veteran status, marital status, gender identity, sexual orientation, national origin, or any other characteristic protected by applicable federal, state or local law.
If you require special assistance or accommodation while seeking employment with DSV, please contact Human Resources at hr@us.dsv.com.
If you are interested in learning the status of your application, please note you will be contacted directly by the appropriate human resources contact person if you are selected for further consideration.
DSV reserves the right to defer or close a vacancy at any time.