IT Director, BRM Customer Care
Smith+Nephew
Summary
The IT Business Relationship Manager (BRM) for Customer Care serves as the strategic technology partner to Global Customer Care leadership. This role is accountable for shaping technology strategy, driving business value through digital transformation, managing demand and investment portfolios, and ensuring successful delivery and adoption of technology solutions that support customer service operations globally.
Job description
Strategic Business Partnership
- Serve as the primary IT liaison to Global Customer Care leadership teams.
- Build trusted relationships with senior business stakeholders and influence technology decisions.
- Develop 1-year and 3-5-year Customer Care technology roadmaps aligned to business objectives.
- Identify opportunities to leverage technology, automation, AI, analytics, and process transformation to improve customer experience, productivity, and service quality.
- Lead annual planning, portfolio prioritization, and demand shaping activities.
Portfolio & Demand Management
- Own Customer Care technology demand intake and qualification.
- Develop business cases, value propositions, funding requests, and investment justifications.
- Prioritize initiatives based on business value, risk, ROI, compliance, and strategic alignment.
- Drive governance through IT demand approval processes and portfolio reviews.
- Ensure approved investments deliver measurable business outcomes.
Customer Care Digital Transformation
- Lead technology transformation initiatives across the Customer Care ecosystem.
- Partner with delivery teams to modernize customer service capabilities leveraging Salesforce Service Cloud, Agentforce and AI-enabled service capabilities, Contact Center technologies, Workforce Management solutions, Knowledge Management platforms, SLA and performance management solutions, Customer analytics and reporting, EDI, Esker, and integration technologies.
- Drive adoption of digital capabilities and ensure benefit realization.
Business Value Realization
- Establish and track adoption, utilization, customer service, and operational KPIs.
- Measure benefits achieved against approved business cases.
- Report value realization to Customer Care and IT leadership.
- Drive continuous improvement initiatives based on operational performance and customer feedback.
Operational Leadership & Governance
- Act as the escalation point for Customer Care technology issues.
- Partner with Service Delivery teams on major incidents, risk mitigation, and business continuity planning.
- Support regulatory, SOX, GXP, cybersecurity, and data privacy requirements.
- Ensure technology decisions align with enterprise architecture and Global Design Model standards.
- Lead stakeholder communication during critical incidents and transformational change initiatives.
Change Management & Adoption
- Lead organizational change management for Customer Care technology initiatives.
- Partner with business leaders on communication, training, and adoption strategies.
- Ensure successful business readiness, UAT, deployment, and post-go-live support.
- Champion process standardization and global harmonization opportunities.
Requirements
- 8+ years of experience in IT Business Relationship Management, Product Management, Business Consulting, Technology Strategy, or Enterprise Applications
- 5+ years supporting Customer Care, Customer Service, CRM, Contact Center, or Commercial Operations functions
- Proven experience managing technology portfolios, business cases, and strategic investment planning
- Experience working within a global matrix organization
- Experience leading digital transformation programs and cross-functional initiatives
- Strong understanding of Salesforce Service Cloud, CRM capabilities, Contact Center technologies, Knowledge Management solutions, Workforce Management solutions, SLA and Case Management platforms, SAP, Integration platforms (SAP CPI, APIs, EDI), Esker, Analytics and reporting platforms, AI-enabled service technologies, SOX controls, GXP awareness, IT Service Management, Cybersecurity fundamentals, Business Continuity and Disaster Recovery concepts
- Strategic Leadership: Ability to develop and communicate technology strategy aligned to business priorities
- Strong executive presence and stakeholder management skills
- Relationship Management: Trusted advisor mindset; ability to influence without direct authority; strong partnership and collaboration skills
- Commercial & Financial Acumen: Business case development, investment prioritization, portfolio governance, value realization measurement
- Customer Focus: Deep understanding of Customer Care operations and customer experience principles; ability to translate operational challenges into technology solutions
- Transformation Leadership: Change management expertise; digital innovation mindset; ability to lead global transformation initiatives
- Communication & Executive Engagement: Excellent written and verbal communication; experience presenting to senior leadership and executive committees; ability to simplify complex technology topics into business language
- Bachelor's degree in Information Technology, Business, Supply Chain, Customer Service, Engineering, or related field
- MBA or advanced degree preferred
Benefits
- 401(k) Matching
- 401(k) Plus Program
- Discounted Stock Options
- Tuition Reimbursement
- Medical, Dental & Vision
- Health Savings Account
- Employee Assistance Program
- Parental Leave
- Fertility & Adoption Assistance
- Flexible PTO
- Paid Holidays
- Flex Holidays
- Paid Community Service Day
- Hybrid Work Model
- Fitness Club Discounts
Company overview
Smith+Nephew is a global portfolio medical technology company with a rich history dating back to 1856, originally founded as a chemist shop in Hull, UK. The company specializes in the repair, regeneration, and replacement of soft and hard tissue through innovative medical devices and technologies. Operating through three core business units—Orthopaedics, Sports Medicine & ENT, and Advanced Wound Management—Smith+Nephew serves healthcare professionals and patients in over 100 countries worldwide. With approximately 18,000 employees, the company generated annual sales of $5.5 billion in 2023 and is listed on both the London Stock Exchange (FTSE100) and New York Stock Exchange. Their product portfolio includes joint replacement systems, robotics-assisted surgical platforms, sports medicine implants, advanced wound care solutions, and ENT technologies. The company is pioneering new frontiers in medical technology, including Spatial Surgery systems that integrate augmented reality and real-time data processing for enhanced surgical precision. Smith+Nephew's mission centers on their "Life Unlimited" purpose, aiming to restore patients' bodies and self-belief through technological innovation that removes limitations on living.