IT Relationship Manager

**What we can offer you**

Flexibility, an excellent benefits package (including superannuation, additional days off, and more), strong personal and career development programs to support your career journey within the diversified workforce of a global player including international mobility.

Working at State Street enables you to collect a profound insight into a broad service offering echoing our large market coverage in the fund industry delivering a variety of products across our global client base.

**Job description**:
The position is **predominantly customer facing with a particular focus on bridging technology & business gaps for State Street (STT) clients. **The individual is r**esponsible for fostering business technology relationships in support of STT revenue growth with existing clients and new prospects. **Additionally, the role will di**rectly lead or support technology improvement initiatives** for STT clients.

Strategically, the position will constantly support & seek to improve client and business aligned technology service through both tactical and strategic quality improvement initiatives. The position will be in a constant state of evolution in direct alignment with STT’s Technology Strategy, Enterprise Initiatives and Corporate Goals.

The position will **directly manage a team of IT Relationship Managers in APAC **as well as be **accountable for all technology interactions with strategic clients in the region working across internal technology teams** to ensure STT IT is viewed as an enabler by our clients.

The position will work closely with regional Segment and Sales Heads and own the technology engagement on all sales pipeline opportunities for APAC.

**Key Accountabilities**:
**Customer Technology and Service Relationship Management**
- Understands, contextualizes, and communicates SSC’s technology strategy to Client and Internal stakeholders
- Develops & maintains a holistic view of Client’s technology footprint, critical dependencies, and strategic objectives; uses this insight to inform internal and external discussions & decisions on development plans, risks, issues, service levels, and improvement/innovation opportunities
- Leverages experience & relationships to connect and expose Client & Business partners to SSC Technology
- Actively collaborates with Technology Operations (including Production Management) to promote client centric approaches to service delivery & continuous improvement
- Advocates for Client & Business in the event of serious and persistent technology issues impacting service delivery; where necessary, will lead improvement efforts to address chronic/systemic service delivery issues
- Ensures awareness and appropriate escalation of negative client sentiment as it relates to SSC Technology; Participate in or, where appropriate, manage remediation program to stabilize/improve sentiment
- Responsible/Accountable for meeting Client IT Governance requirements (e.g. monthly Service Reviews, DR tests, DDQs, Info Sec etc), leveraging internal teams and processes & driving consistency of output
- Partners with Product to ensure client perspective and priority is represented within Demand, Investment, and Roadmap processes
- Ensure Product engagement with Clients is appropriately facilitated for client-requested change
- Stays abreast of Industry & Technology Trends impacting SSC & Client Organizations
- Communicates consistently & effectively with internal and external stakeholders; sets clear expectations, provides critical context, negotiates to ensure best possible long term outcomes, and escalates thoughtfully

**Business Development**
- Leads Technology engagement of RFI/RFP process for APAC & integrates with Onboarding process where appropriate
- Leads regional ITRM Team in support of Sales and Segment goals on revenue generation and retention

**Required Experience**
- Minimum 10 years financial industry technology experience directly supporting business units and/ or clients
- Experience leading & participating in large scale technology projects
- Experience leading or participating in business development efforts
- Experience leading global high performing teams

**Required Skills**:

- Strong understanding of the financial industry and various market models
- Strong understanding of the State Street Product portfolio and how we deliver these services to clients desirable
- Project Management, ITIL or Design Thinking skills required.
- C-Level management interaction ability, particularly CIO/CTO
- Highly proficient verbal and written communication skills
- Strong negotiation & collaboration skills
- Self-motivated leader with the ability to work with no supervision
- Ability to create and present quality business presentations and Ux presentations
- Ability to multitask in highly volatile & dynamic environments

**Competencies**

Result Driven

Drive, focus and commitment to deliver results that meet customer, project and corporate requirements