IT Relationship Manager

A tech company in Seattle is looking for IT Relationship Manager (other titles include: Service Delivery Manager, Service Assurance Manager or Customer Service Delivery Manager).

Your main goal is to be a relationship builder for the company and its main client.

Purpose of role

  • Be the interface between the Operating Companies in your geographic sector and WPP Group IT to ensure that business requirements are met in the most appropriate way
  • Be the primary point of contact with the Operating Companies in your geographic sector and ensure operational services meet business requirements
  • Establish demand and set priorities with the Operating Companies for existing, new, and changed operational services through engagement with key stakeholders in the Operating Companies in your geographic sector
  • Monitor service performance and work with 3rd parties to ensure business needs are met and own resolution in the event of problems.
  • Work with the Operating Companies to agree and drive non-standard service requests (NSSRs)
  • Lead the Customer Service Manager within your geographic sector

Key Responsibilities

  • Develop excellent relationships with key internal stakeholders (Operating Companies and Business Partners) plus 3rd party suppliers in your geographic sector
  • Develop good relationships with key stakeholders in the WPP Group IT
  • Ensure an effective engagement model is in place to manage demand & priorities for new or changed operational services within the Operating Company IT teams, giving advice or resolving questions, challenges, conflicts and issues where required.
  • Follow agreed standards & processes and feed an accurate picture of demand into WPP Group IT.
  • Act as primary point of contact for all IT related matters for which no standard process exists for the end-user, where IT input, help and advice is mandatory
  • Serve as the primary escalation point on behalf of the Operating Companies in case of service quality issues.
  • Communicate new services / changes in existing services to Operating Companies
  • Ensure that local knowledge, business priorities, Operating Company culture and practices are considered as part of the demand profile. Ensure localisation of corporate rules.
  • Drive and manage demand for Non-Standard-Service-Requests (NSSRs)
  • Ensure that Operating Company CIO’s/Business Partners and their teams are kept consistently informed, and that they receive appropriate education and communication in relation to the services provided.
  • Represent Service Delivery in relevant Operating Company meetings to ensure IT is considered on the business agenda.
  • Maintain an awareness of the Operating Companies key applications and services.
  • Provide “near to the ground” WPP Group IT presence able to assist in major incidents & problems by managing communication & instructions to teams affected.
  • Manage local infrastructure projects.
  • Lead the Customer Service Manager within your geographic sector.

Skill Requirements

  • Strong communication & influencing skills, ability to create relationships at senior levels across the Operating Companies and WPP Group IT.
  • Strong customer facing skills, ability to gain the respect and confidence of senior stakeholders within the geographic sector Operating Companies.
  • Good commercial awareness – ability to understand the business impact of IT enabled change and to communicate this back to Operating Companies and project teams.
  • Infrastructure & Service Delivery expertise – abilityto understand and articulate at an Operating Company level the Infrastructure & Service Delivery activities and processes required to deliver new or changed services.
  • Excellent leadership and people skills
  • Strong project management skills
  • Completer / finisher mentality - has a strong track record of delivery, has attention to detail, is organised and demonstrates excellent time management skills


  • Being accountable and keep promises
  • Ability to drive to develop others
  • Able to build a highly effective team
  • Communicating effectively
  • Ability to influence at all levels
  • Ability to build trust and credibility

Job Type: Full-time

24 Seven Inc
Salary Range
$82,000.00 - 135,000.00
per Year
Salary range estimated by
Seattle, WA 98127, US
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