Description:
About Deloitte China
Our professionals at Deloitte China provide a full range of audit & assurance, consulting, financial advisory, risk management and tax services, and work closely within Greater China, across Asia-Pacific and around the world to provide clients of every size with local experience and international expertise. We have considerable experience in China and are one of the leading professional services providers in this marketplace.
The Deloitte purpose is about making an impact that matters to our clients. Our extensive service spectrum enables us to help clients become leaders wherever they choose to compete. Deloitte is committed to investing in our people and empowers them to achieve more than they could elsewhere. Our work combines advice with action and integrity. We believe that when our clients and society are stronger, so are we.
To learn more about how Deloitte makes an impact that matters in the China marketplace, please connect with our Deloitte China social media platforms via www2.deloitte.com/cn/en/social-media.

Job Description and Responsibility
Overall Purpose of the Role
The role of IT Relationship Manager (RM) is critical to ensure close alignment in strategy and plan between IT and External Client Service Functions (Functions) and Internal Client Service Departments (Enabling Areas). The role is responsible for building and maintaining positive business relationships with Functions and Enabling Areas at all levels, understanding their plans and needs, and ensuring that IT services are able to meet business needs achieving organizational goals.
The RM helps with prioritization of IT solution requests and approved projects, ensuring that IT projects align with the technology, policies and standards that best provides maximum return on investment, and helps direct IT strategy in support of the overall business goals.
On a day-to-day level, the RM manages operational interactions with business users. He/She interacts with key stakeholders regularly to review IT service delivery and project status.
Within IT, the RM is expected to forge close relationships with key IT stakeholders (Service Management, Service Owners, Change Delivery and IT Leadership). Through these relationships the RM is expected to understand how IT services are managed and maintained.
Using the insight gained from excellent business relationships, the RM will help identify the need for new IT services/improvements and influence the management of existing IT services, ensuring both the business’s strategic goals and operational deliverables are met.
Responsibilities
? Play a role in the development of the IT strategy, which reacts and supports the wider Deloitte strategy and the line of business strategies.
? Establish and manage key stakeholder relationships and manage expectations.
? Develop understanding of the line of business at a strategic level; understand their strategy, plan, emerging needs and priorities.
? Communicate IT policies, standards and procedures.
? Work with business users and IT stakeholders to set and manage realistic expectation of services, reflected in service definition, scope and agreements.
? Review regularly IT services with business users with an objective to improve service quality, efficiency and effectiveness.
? Review regularly IT project status with business users and evaluate outcome of planned tasks.
? Connect business users to available IT services and facilitate them to deploy/utilize the services.
? Capture business requests for IT services and channel to the respective IT teams if service creation/change is required.
? Identify potential service improvement opportunities and work proactively with the business and IT teams to action them.
? Develop IT roadmap for the line of business; ensure IT roadmap aligns to business needs.
? Manage and prioritize IT demand from the line of business.
? Ensure escalations from the business are effectively managed.
? Track user complaints, liaise with the respective IT teams for investigation/corrective action, monitor the action status and respond to the business users timely.
? Assist in gathering and shaping business requirements, working with the business and business analysts to clarify and refine them.
? Work with Project Managers, Business Change Managers and Communications Managers to shape change management activities.
? Work with Service Owners to shape IT service portfolio and service life-cycle.
? Contribute to strategic direction and on-going development of relationship management team.
Qualification:
Experience / Qualification Requirements
? Bachelor degree in information technology related discipline; master degree in business administration a plus
? 5+ years of IT project management experience in successfully delivering complex technology solutions within a defined software development life cycle
? 3+ years of stakeholder relationship building and management experience with primary accountability for client relationships at different levels of an organization
? 3+ years of experience conducting business or systems analysis will be considered an asset
? Strong understanding of IT services, service levels and service level management processes; ITIL qualification or implementation experience will be desirable
? Experience of working in in-house IT department of a sizeable organization
? Experience of working in a fast paced, cross-functional and cross-team environment
? Experience and interest in supporting new business initiatives
? Proficient in written and oral communication in Chinese / Putonghua and English
? Proficient in presentation to executive levels
Personal Attributes
? Ability to gain credibility and trust with stakeholders and IT teams alike
? Must be comfortable multi-tasking, with an ability to work on and prioritize several tasks at the same time
? Must be diplomatic and persuasive, with an ability to handle difficult conversations and confidently manage senior stakeholders
? A team player with an ability to positively motivate self and others
? Ability to communicate effectively at all levels of the business, and with both technical and non-technical people