Business Relationship Manager (BRM) - SD & FSO Track

Business Relationship Manager (BRM) – SD & FSO Track

Location :

United States (Onsite / Hybrid – as per business requirement) – Salisbury.

Experience : 15 – 20 years

Job Type : Full-time

Role Overview :

We are seeking an experienced

Business Relationship Manager (BRM)

to lead and manage customer engagement for our

Service Delivery (SD)

and

Field Service Operations (FSO)

tracks. This is a

customer-facing leadership role

responsible for building strong relationships with business stakeholders, driving service excellence, managing escalations, and ensuring operational stability across all store operations.

The ideal candidate will have deep experience in service delivery management, stakeholder engagement, and IT operations for retail or distributed environments, with a strong understanding of FSO and SD processes.

Key Responsibilities :

Client Engagement & Relationship Management

Act as the

primary point of contact

for business stakeholders for SD and FSO-related services.

Develop and nurture

long-term client relationships

, ensuring business satisfaction and trust.

Represent IT in business discussions, governance meetings, and performance reviews.

Operational & Service Delivery Oversight

Oversee

day-to-day FSO operations

across stores, ensuring service stability and timely issue resolution.

Partner with Service Delivery teams to drive performance against SLAs and XLAs.

Identify opportunities to improve service delivery and operational efficiency.

Escalation Management

Act as the

Escalation Head

for SD & FSO operations, ensuring swift resolution of critical incidents and chronic issues.

Collaborate with technical, vendor, and business teams to manage and prevent service disruptions.

Governance & Reporting

Lead

weekly and monthly service reviews

, presenting key metrics, trends, and improvement plans.

Maintain transparency through regular reporting on operational health, incidents, and projects.

Continuous Improvement & Transformation

Work closely with internal and external partners to drive

innovation, process improvements

, and automation initiatives.

Align service strategy with business priorities and long-term transformation goals.

Required Qualifications :

Bachelor’s degree in IT, Business Management, or related field.

15–20 years of total experience

with at least

8–10 years in client-facing or service delivery management roles

Proven track record managing

FSO and SD operations

for a large enterprise, preferably in

retail or distributed environments (e.g., stores, branches, or field locations)

Strong background in

ITIL processes

, Incident & Problem Management, and Vendor Governance.

Excellent communication, presentation, and stakeholder management skills.

Ability to work effectively under pressure, manage multiple priorities, and drive cross-functional collaboration.

Preferred Skills : Experience with

Field Service tools, ServiceNow

, or equivalent ITSM platforms.

Prior experience in

retail, CPG, or large distributed operations

Strong analytical mindset with experience in

service analytics, dashboards, and performance metrics

Ability to lead discussions with senior executives and influence business decisions.

Key Attributes :

Customer-centric mindset with a proactive problem-solving approach.

Strategic thinker with operational discipline.

Strong leadership and interpersonal skills.

Self-driven and results-oriented with a focus on continuous improvement.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and / or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies : medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year