Supporting strategic customers to gain optimal system health and satisfaction

A business relationship manager (BRM) is the IT liaison for each department in an organization. A BRM understands all business processes and provides technology guidance to ensure maximum return on investment (ROI) for IT business strategy requirements. A key BRM role is reducing business and IT barriers.responsibilities include:•Aligns different business and IT strategies for enhanced productivity•Defines key strategies for the IT delivery model of an organization•Works to… Show more A business relationship manager (BRM) is the IT liaison for each department in an organization. A BRM understands all business processes and provides technology guidance to ensure maximum return on investment (ROI) for IT business strategy requirements. A key BRM role is reducing business and IT barriers.responsibilities include:•Aligns different business and IT strategies for enhanced productivity•Defines key strategies for the IT delivery model of an organization•Works to communicate and understand concerns related to IT alignment across departments•Works with architects to understand new technology trends and forecast future IT infrastructure requirements•Works with project managers to provide business, project and IT improvement data to stakeholders•Works with financial leadership on annual IT budgets and forecasts•Helps evaluate IT project objectives and analyses new business initiativesRecent feedback:I would like to take this opportunity to give some feedback on Martyn Rowlands. We have recently needed a considerable degree of help in General Counsel trying to identify an IT solution to the urgent need to record the external legal spend of HE.Martyn has enthusiastically helped us through the process to identify a system, explore the users’ needs and be the facilitator / interface with the external provider (HighQ) to meet our requirements. He has ably assisted us in documenting the business need, defining our expectations and requirements, and guiding us through the investment decision process.He is keen to help, always friendly, approachable, constructive and proactive in our interactions. He happily assists when required and attends every key meeting to help us get to where we need to be. It is a pleasure to work collaboratively together to achieve our goal; he is certainly someone we are very pleased to have on our side and look forward to working together in the future. Show less

Domestic oven and appliance cleaning and repair services across Hampshire and West Berkshire

My role is to enable potential and existing customers realise the power of our brand, tailoring the right product for you whether you are a recruiter or an HR executive.First Choice Software was founded by recruiters in 1996 to build and provide software to help recruitment companies get the very best from the solution at the heart of their business. Our technical team set out to tackle the challenges recruiters face at the desktop, on the web, around emerging communication… Show more My role is to enable potential and existing customers realise the power of our brand, tailoring the right product for you whether you are a recruiter or an HR executive.First Choice Software was founded by recruiters in 1996 to build and provide software to help recruitment companies get the very best from the solution at the heart of their business. Our technical team set out to tackle the challenges recruiters face at the desktop, on the web, around emerging communication media, process, operations and delivery platforms, and to develop the tools and extended reach to help drive recruitment businesses. Today, First Choice Software enjoys a leading position in the recruitment platform sector with its highly regarded RDB ProNet. Show less

As a fast growing Professional Services and Software Organisation going through rapid growth, my role as Operational and Support manager covered a number of duties, including the recruitment of the Cloud Services Delivery Team, Resource Management across multiple global projects, and a focus on delivering quality to customers while maximising GP. Revenue Growth - Increasing existing support contract annuity services to existing customers by 30% buy offering tailored solutions… Show more As a fast growing Professional Services and Software Organisation going through rapid growth, my role as Operational and Support manager covered a number of duties, including the recruitment of the Cloud Services Delivery Team, Resource Management across multiple global projects, and a focus on delivering quality to customers while maximising GP. Revenue Growth - Increasing existing support contract annuity services to existing customers by 30% buy offering tailored solutions Operations management - Moving the support, project and operational function from a start-up, ad-hoc approach, to a customer orientated enterprise ready business with defined roles, process and structure Delivering structure and process to the business. This included creating SOW's, delivery processes and ensuring correct separation of duties. By doing this projects became predictable and profitable. Show less

McAfee Ltd | Support Account Manager | October 2011 – June 2013 Ensuring software and services were deployed and used to their potential, increasing the overall satisfaction rating, while acquiring new accounts into the organization. My account list included, Jaguar Land rover, British Airways, Unilever, Cadbury, PWC and Deloitte.

My role within the VADition team is to look after the relationship with 4 key vendors, a mixture of new to market products (FireEye and Arista) and some a little more established (Infoblox and Aerohive). Reporting directly to the Sales Director the VRM has to perform a multitude of tasks from driving excellence through the channel to assisting the sales teams to deliver their number by helping with customer projects.

Situated within the heart of Microsoft Services, the TAM is the single point of contact for our customers. Working on a day to day basis, the TAM strives to build a healthy customer relationship by following a service delivery plan. A TAM is there to ensure their customer has the right resource at the right time and to escalate issues on their customer's behalf, the TAM is often seen as the advocate and mouthpiece for customers back into Microsoft. Premier works by customers purchasing pools… Show more Situated within the heart of Microsoft Services, the TAM is the single point of contact for our customers. Working on a day to day basis, the TAM strives to build a healthy customer relationship by following a service delivery plan. A TAM is there to ensure their customer has the right resource at the right time and to escalate issues on their customer's behalf, the TAM is often seen as the advocate and mouthpiece for customers back into Microsoft. Premier works by customers purchasing pools of hours, reactive and proactive. Reactive hours are used for break / fix incidents where customer business or process is affected by a failing technology. The aim is to work with engineers from both sides to resolve the issue as quickly as possible. Proactive hours are used to train customer engineers on technology or to help remediate problems and issues as well as prepare customers for future product releases. A good example of the use of Proactive service is to perform health checks or risk assessments on customer infrastructure if a large number of reactive cases are raised in the contract lifespan. Show less

In 2002 IBM outsourced its warranty repairs for Thinkpad computers. My role was to own the relationship between IBM, the chosen repair vendor and the warranty customers. This was a very hands on role, spending my time between the vendor site and various IBM business units. Core components within my role:*SLA measurement; Ensuring that IBM Thinkpads were fully repaired within the agreed timescales and to a superior standard of quality. This included site visits to inspect the… Show more In 2002 IBM outsourced its warranty repairs for Thinkpad computers. My role was to own the relationship between IBM, the chosen repair vendor and the warranty customers. This was a very hands on role, spending my time between the vendor site and various IBM business units. Core components within my role:*SLA measurement; Ensuring that IBM Thinkpads were fully repaired within the agreed timescales and to a superior standard of quality. This included site visits to inspect the line, performing QA and checking processes*Multitasking; I had to be able to co-ordinate between repairer and customers, ensuring the highest standards of repair whilst keeping customers expectations realistic. I also had to report into IBM management on performance.*Teamwork; I work closely with my team, other IBM business units (customer relations, Parts and product groups etc) and customers to keep the depot running efficiently and effectively whilst meeting costs and performance targets.*Time management; Working with the repair vendor to ensure Thinkpads were repaired as quickly as possible, prioritising exceptions and helping to maintain adequate stock provision.*Working under pressure; This was an incredibly challenging period, when I took the role the vendor had just been chosen but was not set up to accept the number of repairs that we had. This was compounded as the repairer that was in place dissolved their agreement leaving us with no real time to get things prepared. I was forced to use existing IBM technical staff in a temporary workshop to ensure repairs still happened while parts and infrastructure issues were resolved at the new vendor. I spent 5 weeks travelling between the two depots in order to oversee as much of the work personally. Show less

This role involved giving customers and business partners advice on warranty for IBM products, mainly Thinkpads. I often attended customer meetings to hear issues they were having and then advised them accordingly. I also worked closely with the customer relations team advising them on warranty protocol in complaint situations.

My first role at IBM was as a repair technician on displays and the very early Thinkpad range, after being successful at this I was asked to start a pilot technical screeners team. This team called customers who logged issues with Thinkpads and tried to help them resolve these over the phone. This proved to be very worthwhile and after a pilot lasting 6 months a full team was employed to do this. I was asked to oversee this and spent some time working in Scotland with the new team to build… Show more My first role at IBM was as a repair technician on displays and the very early Thinkpad range, after being successful at this I was asked to start a pilot technical screeners team. This team called customers who logged issues with Thinkpads and tried to help them resolve these over the phone. This proved to be very worthwhile and after a pilot lasting 6 months a full team was employed to do this. I was asked to oversee this and spent some time working in Scotland with the new team to build processes. Show less