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 10/26/2026full-timeRemote • CanadaSenior💰 CA$112,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Service Management and Customer Relationship Management, with a strong focus on strategic thinking and executive stakeholder management. Proven ability to lead cross-functional teams and drive continuous improvement in customer-facing IT services.

Highest-signal resume keywords

IT Service ManagementCustomer Relationship ManagementExecutive Stakeholder ManagementStrategic ThinkingRisk And Escalation Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Project ManagementService ManagementGovernance FrameworksCustomer GovernanceNegotiationConflict ResolutionContinuous ImprovementSolution DesignDemand AssessmentRFI/RFQ/RFP Activities

Soft Skills

LeadershipCommunication SkillsPresentation SkillsGlobal CollaborationCultural Awareness

Tools & Technologies

MS Office

Certifications & Qualifications

ISO 9001

Industry Keywords

LogisticsTransportationSupply ChainEnterprise TechnologyCustomer Satisfaction

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 business stakeholders
Represent customer interests within IT while balancing organizational priorities and standards
Coordinate governance forums and communication across global business and IT teams
Align 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 innovation, automation, and new technology opportunities to enhance customer value
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, investment discussions, and RFI/RFQ/RFP 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 and implement lessons learned and preventive actions
Mentor Business Relationship Managers and contribute to capability development
Share best practices and customer engagement approaches across the organization
Support ISO 9001 and DSV quality, health, safety, and environmental objectives
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
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
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; flexibility beyond these hours may be 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