Customer Business Partner Manager - IT

Job description

the employer is a groundbreaking joint venture between DHL and Saudi Aramco. Inheriting DHL’s logistics excellence and Saudi Aramco’s extensive supply chain ecosystem, we are here to set a new benchmark and redefine the procurement and supply chain landscape, enabling growth. the employer aims to be operational in 2025 and provide reliable end-to-end integrated procurement and supply chain services for companies across the industrial, energy, chemical, and petrochemical sectors. Our focus customers in the short term will be Saudi Aramco and its Affiliates. In the long term, all the industrial sectors within Saudi Arabia aim to reach the MENA region. This role provides an external customer-facing technology business partnering capability and acts as the bridge between customers and the employer Technology throughout the customer lifecycle. • Translate customer business needs into actionable IT initiatives and solution roadmaps. • Lead KPI management, planning activities, governance reporting, and dashboard preparation. • Own a strategic business portfolio and prioritize and sequence technology demand in line with customer and organizational priorities. • Serve as the primary liaison between customers and the employer Technology, ensuring alignment of priorities, solution expectations, and delivery commitments. • Lead early-stage customer engagement, including sales support, requirement capture, feasibility validation, and positioning of the employer technology capabilities. • Drive solution architecture alignment across the Opportunity-to-Deliver (O2D) lifecycle in collaboration with Solutions, Infrastructure, Security, and PMO teams. • Oversee customer-facing delivery milestones across Aramco affiliates and other strategic customers, ensuring transparency and proactive risk management. • Ensure effective IT service engagement, issue management, escalation handling, and conflict resolution. • Influence without formal authority across functions, establish clear ownership and accountability, and drive operational performance, customer onboarding, governance, compliance, and service outcomes. • Operate within the IT Business Partner function and coordinate customer-facing technology engagement across the employer Technology, DHL, customers, affiliates, and partners. • Govern solution cost consolidation and business case alignment, including application, infrastructure, cybersecurity, and implementation costs. • Promote change management and continuous improvement across customer-facing processes. • Establish and govern consistent customer engagement, requirement management, solution alignment, delivery oversight, escalation, and reporting practices across the customer lifecycle. • Ensure customer-facing technology activities comply with applicable quality, cybersecurity, confidentiality, governance, health, safety, and environmental requirements.

Requirements

• Bachelor's degree in information technology, Business Administration, Management Information Systems, Engineering, or a related field.
• Relevant certification in business relationship management, enterprise architecture, project or program management, IT service management, or change management is preferred.
• Demonstrated proficiency in oral and written English.
• 10+ years of relevant experience in customer technology engagement, IT business partnering, solution delivery, customer onboarding, business relationship management, or a related field.
• Demonstrated experience leading external customer-facing technology engagement and translating business needs into solution roadmaps.
• Experience coordinating cross-functional solution architecture, delivery, service, governance, and commercial stakeholders across the customer lifecycle.
• Experience in logistics, supply chain, customer onboarding, affiliate engagement, or Opportunity-to-Deliver processes is an advantage.
• Core Competency
• Strong understanding of customer technology business partnering, solution roadmapping, O2D lifecycle governance, service engagement, and portfolio demand management.
• Ability to translate customer business needs into actionable IT initiatives, solution requirements, delivery commitments, and decision-ready business cases.
• Strong commercial, financial, risk, governance, stakeholder management, and executive communication capability.
• Working knowledge of Basic Artificial Intelligence systems, Microsoft 365, Excel, PowerPoint, SharePoint, Teams, and basic reporting tools
• familiarity with ServiceNow, Jira, or Power BI is an advantage.
• Leadership Competency
• Ownership of a strategic business portfolio, with the judgement to prioritize and sequence demand, resolve escalations and conflicts, and drive customer onboarding, governance, compliance, service, and operational outcomes.
• Ability to influence without formal authority across functions and build strong, trusted relationships across the employer, DHL, customers, affiliates, and partners.
• Expected Deliverables
• Customer technology engagement plans and solution roadmaps.
• Qualified customer requirements, feasibility decisions, and aligned solution architecture inputs.
• O2D delivery milestone, risk, issue, escalation, and decision reporting.
• Consolidated solution costings and business case alignment.
• Customer portfolio priorities, governance packs, KPI dashboards, and management reports.
• Continuous improvement actions for customer-facing technology processes and service outcomes.
• Success Measures/Indicative KPIs
• Requirement quality: Percentage of customer requirements captured with complete required information.

Skills