Information Technology Business Relationship Manager

Service Delivery · Gateshead, Tyne and Wear
Department Service Delivery
Employment Type Full-Time
Minimum Experience Experienced
Compensation £40,000 - £55,000 + car/car allowance

About Aspire

Aspire Technology Solutions is one of the fastest-growing IT companies in the UK.  Established in 2006, we have experienced continuous double-digit growth.

We were proud to be named as the North East Business of the Year in the 2020 North East Business Awards.

We provide end-to-end business technology, including infrastructure, connectivity, voice, and managed and support service solutions.

We’re a people-focused business, employing over 220 people, with a culture of continuous development where we like to work hard to deliver outstanding results and have fun along the way.  We have ambitious plans to continue to grow the business and be one of the best places to work in the North East.

Our success is driven by our technical excellence and underpinned by our passion for delivering outstanding customer experience.


About the role

The IT Business Relationship Manager is responsible for ensuring the delivery of high quality services to some of Aspire’s largest customers. It is a crucial role that allows us to generate positive relationships with our clients; providing a mechanism to understand their ever changing business requirements and how IT services can be best utilised to help meet those needs.

The successful candidate takes ownership for the overall service experienced by the customer. Taking on the role of a trusted adviser and acting as a bridge between the customer and Aspire’s internal teams they provide a personalised interface that focuses on ensuring that the highest levels of customer satisfaction are achieved and sustained.  They are responsible for managing complex service situations and work to continuously identify improvements to the way in which services are delivered.

Working collaboratively with customers in support of their IT requirements, they are able to quickly gain a thorough understanding of the technologies in use and how the client’s IT business systems can be best utilised in order to help meet organisational goals.  In doing so, they are able to build long lasting, mutually beneficial partnerships that focus on providing real value to customers through IT expertise in order to ensure that they continue to benefit from the services we provide.

Acting as the voice of both the customer and Aspire itself, this is a challenging role in which the IT Business Relationship Manager will be expected to ensure a positive perception of the IT service is maintained across all parties.  They will be required to consult with a number of internal and external business streams in order to conduct the ongoing review of IT service and will help to identify and implement opportunities for improvement and optimisation throughout the life of a client’s agreement, provide advice and guidance with regards to ongoing IT strategy and planning.


  • Building mutually beneficial and long lasting customer relationships.
  • Taking ownership for the overall delivery of services.
  • Acting as a bridge between the Customer and internal teams to help align organisational needs with Aspire’s service offering at a strategic and tactical level.
  • Creating and maintaining Account Development Plans
  • Providing a personalised interface for customers, which focuses on ensuring that the highest levels of client satisfaction are achieved and sustained.
  • Taking ownership of and managing customer communication during complex and high priority service situations.
  • Ensuring customer needs and desired outcomes are fully understood so that products and services can be prioritised appropriately.
  • Conducting regular service review meetings with clients.
  • Liaising with 3rd parties on behalf of the customer.
  • Collating information from a variety of sources in order to design and create service reports in line with specific customer requirements.
  • Acting as a point of escalation for complaints with the ability to identify methods for appropriate resolution.
  • Creating and maintaining service enhancement plans, ensuring that actions are followed through to completion in a timely manner.
  • Performing trend analysis on repeat or chronic problems with the ability to generate ideas to reduce service related issues.
  • Driving internal reviews and identifying suitable service improvements to existing processes.
  • Ensuring that customer expectation is aligned with the services and products to be delivered
  • Providing regular and accurate management reporting.
  • Identifying opportunities for optimisation and growth.
  • Presenting to customers on a number of levels from end users to business executives.
  • Identifying contract renewal opportunities and working to ensure high levels of customer retention.
  • Working with customers and other internal teams to develop IT roadmaps in line with our client’s current and future business requirements.

Knowledge, Skills and Experience Required:


  • Extensive experience of working in a relationship management role within the IT Services industry.
  • Demonstrate expertise within the area of business engagement.
  • Have an enthusiastic, committed and flexible approach to work.
  • Be solutions driven, demonstrating a confident and personable approach when dealing with customers.
  • Have a clear understanding of the importance and value of delivering high quality customer care.
  • Understanding of customer business requirements with the ability to identify how these can be translated into effective service deliverables.
  • Ability to influence and persuade others.
  • Ability to negotiate, make tough decisions and ensure a positive approach in resolving issues.
  • Confident in presenting to both customers and internal teams alike.
  • The ability to work well to strict deadlines and remain calm under pressure.
  • An excellent standard of written and verbal communication skills.
  • Excellent analytical, process and documentation skills.
  • Disciplined approach to the completion administrative tasks.
  • Ability to communicate confidently at all levels including senior management and company executives.
  • Highly motivated with the ability to work on your own initiative.
  • Ability to work well with other teams in order to drive through service improvements.
  • Ability to review and challenge existing processes in order to help grow and improve business
  • Ability to identify and analyse alternative approaches to dealing with issues and problems
  • Proficient in the use of Microsoft Office application.
  • ITIL Foundation certified or above
  • Full UK Driving Licence


  • Communication Skills
  • Negotiation Skills
  • Decision Making
  • Problem Solving
  • Managing Conflict
  • Influential
  • Quality Focused
  • Adaptability
  • Resilience
  • Collaboration
  • Strategic Thinking


Candidates should be ITIL qualified at Foundation level as a minimum and a PRINCE2 qualification would be desirable.  The successful candidate will also have a proven track record of working in a similar role, will have attained a good all-round standard of education and have a good understanding of current IT technologies.

Aspire Technology Solutions will support the successful candidate through the Business Relationship Management Professional™ course.

Reporting Lines:

This role sits within the Service Management Team and reports directly to the Head of Service Management


£40,000 - £55,000 depending on experience + car/car allowance


  • Competitive salary
  • Enhanced maternity and paternity pay
  • Fantastic company culture
  • 25 days annual leave
  • Contributory pension scheme
  • Cycle to work scheme
  • Discounted gym membership
  • Corporate travel discount
  • Childcare voucher scheme
  • TechScheme
  • Health Plan including eye care, dentistry, physio, 24-hour employee assistance
  • Death in service

Location and Working Arrangements:

The position is based out of Aspire Technology Solutions’ Head Office in Gateshead, however you will be required to attend regular customer meetings at various locations throughout the UK.  As such, the role includes provision of a company vehicle or car allowance.

Hours of Work:

The normal hours of employment will be 37 ½ Hours per week, Monday to Friday, during which one hour may be taken for lunch.  Flexible working hours can be agreed as long as the core hours of 10am to 4pm are covered.

Thank You

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  • Location
    Gateshead, Tyne and Wear
  • Department
    Service Delivery
  • Employment Type
  • Minimum Experience
  • Compensation
    £40,000 - £55,000 + car/car allowance