Senior Business Relationship Manager, IT

DSV - Global Transport and Logistics

. Serve as the primary IT relationship owner and central point of contact for assigned strategic customers .

Posted 11/4/2026full-timeRemote • CanadaSenior💰 CA$112,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management and Customer Relationship Management, with a strong focus on strategic thinking and executive stakeholder management. Proven ability to enhance customer value through innovation and continuous improvement in complex global environments.

Highest-signal resume keywords

IT Service ManagementCustomer Relationship ManagementExecutive Stakeholder ManagementStrategic ThinkingRisk And Escalation Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project ManagementService ManagementGovernance FrameworksCustomer GovernanceLogisticsSupply Chain ManagementEnterprise TechnologyNegotiationConflict ResolutionContinuous Improvement

Soft Skills

LeadershipCommunication SkillsActive ListeningGlobal CollaborationCultural Awareness

Tools & Technologies

MS Office

Certifications & Qualifications

Bachelor’s Degree In Information TechnologyBachelor’s Degree In Business Administration

Industry Keywords

LogisticsTransportationSupply ChainCustomer SatisfactionISO 9001Governance StandardsService CommitmentsBusiness Development

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Serve as the primary IT relationship owner and central point of contact for assigned strategic customers
Establish and maintain trusted relationships with customer executives, IT leadership, and key business stakeholders
Represent customer interests within IT while balancing organizational priorities and standards
Coordinate activities, governance forums, and communication across global business and IT teams
Ensure alignment of regional and global priorities, requirements, and service expectations
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
Lead Monthly Business Reviews, Quarterly Business Reviews, 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 customer-facing IT services
Support solution design, demand assessment, and investment discussions
Participate in RFI, RFQ, RFP, and business development activities
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
Share best practices, governance models, and customer engagement approaches across the organization
Support organizational commitment to ISO 9001 and quality, health, safety, and environmental objectives
Embrace sustainability, health and safety, and environmental responsibilities in day-to-day activities
Perform other duties as required

Requirements

What you’ll need

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
Good command of verbal and written English
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
Ability to 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
Prolonged periods sitting and standing at a desk and working on a computer
Regular working hours apply; willingness to work beyond these hours as required by business needs

Benefits

Comp & perks

Eligible benefits in accordance with experience and internal equity
Inclusive recruitment process accommodations for candidates with disabilities
Occasional travel may be required