• Senior Advisor, IT Business Relations Specialist (Customer Services)

    Location US-IL-Lincolnshire
    Job ID
  • Overview

    At Zebra, we’re reinventing how businesses operate at the enterprise edge - helping them run faster, smarter, and more connected than ever before.


    A dynamic community of builders, doers and problem solvers, we each play a unique role - shaping new technologies, bringing solutions to market, and partnering with companies on the front line of business.

    Being a part of Zebra means making your mark as we make digital transformation a reality.

    It means growing into a leader at a leading company that makes a distinct difference - because together, we’ve only just begun.

    Build Today. Create Tomorrow.


    Become a leader at a leading company.


    Become a Zebra.


    Zebra is looking for a strategic Business Relationship Partner to perform, drive, and lead the relationships between the Customer Services and IT organizations with a focus on strategic planning! We as a team will build and sustain relationships with assigned functions to gain an understanding of the team goals, business plans, and performance indicators to ensure technology solutions excel business results. The BRM will ensure information technology aligns to customer services strategies to realize business value! We are looking for a trusted partner to accelerate solutions to market and drive business results for our customers. The customer services organization thrives to provide end-to-end services to transform the way businesses engage with technology. ​​


    • Oversees formulation of the strategy development, project proposal creation, and ensures alignment between teams.
    • Provides expertise of the business processes supported by IT solutions in at least one of the following functional areas: Professional Services, Repair Operations, Contract Management, Case Management, & Knowledge Management.
    • Oversees the performance of information technology delivery to our customer services organization to ensure the business value is realized.
    • Works directly with the business, information technology user groups and contracted service providers to assess and prioritize needs by way of the established portfolio planning processes.
    • Handles the development and execution of service level agreements.
    • Handles feedback from users, communicates scorecards and implements improvement strategy.
    • Leads cost and spend analysis to identify cost effective solutions for existing and future needs.
    • Researches and learns of new technologies and trends that align with corporate and business strategies. Communicates to business and IT teams in simple and significant ways.
    • Oversees complex detailed strategy discussions/plans with business & IT teams
    • Leads roadmap discussions with teams and create IT/Business Roadmaps
    • Leads activities to align Business, IT and Industry strategies
    • Runs activities to understand value of projects in Business terms including KPIs
    • Lead Business Impact Assessments between IT and business teams
    • Advocate Process & Technology Standards
    • Capture and respond to complex Voice of Customer input
    • Lead and develop Business Facing RFPs
    • Responsible for the identification of Projects and Priorities aligned to strategies
    • Responsible for the creation of complex Business Cases and gains approval
    • Present Projects to Senior and Executive leaders for awareness and approval
    • Ensure each project has a defined Scope, Objective and Approach documented include Organizational Change Management strategy.
    • Oversees and reviews Organizational Change Management plans and deliverables required during each tollgate (phase) of a project.
    • Ensure Readiness Assessments are completed prior to go-live of projects
    • Owns the Value Realization Analysis of projects after implementation to measure budget performance and business value realized.
    • Handle partner concerns from business partners with all levels of the organization



    • Bachelor's Degree required. Advanced Degree preferred.
    • Work Experience (years): 12+ years of Business Relationship Management experience required
    • Professional experience knowledge required

    Key Skills and Proficiencies:

    • Demonstrated ability to collaborate with all levels of management
    • Strong communication skills to effectively work with team members.
    • Ability to communicate with all level of team members with technical subjects as well as business subjects
    • Advance problem solving and conflict resolution
    • Advanced technical and business process experience
    • Ability to lead and mentor team members
    • Handling complex issues and applying root cause analysis
    • Ability to research and understand industry technology trends and apply them to business problems
    • Highly experienced in developing joint IT and business strategies
    • Experienced knowledge of applicable IT systems/applications
    • Ability to implement new systems and tools
    • Ability to understand complex technologies and related business processes
    • Experience running IT documentation processes
    • Advanced experience at developing complex business cases in simple clear business language
    • Advanced demonstration of project management in IT solutions
    • Leads in a fast-paced, fast-growing, rapidly changing environment
    • Leads all aspects of the identification and implementation of process Improvements


    Note** this position can be in multiple locations. 

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