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IT Relationship Manager III Job

BNY Mellon

Date: Jul 26, 2014

Location: New York, NY, US

IT Relationship Manager III (Job Number: 1401443)

BNY Mellon is a global investments company dedicated to helping its clients manage and service their financial assets throughout the investment lifecycle. Whether providing financial services for institutions, corporations or individual investors, BNY Mellon delivers informed investment management and investment services in 35 countries and more than 100 markets. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments. Additional information is available at

Client Technology Solutions provides our business partners with client-focused, technology-based solutions. These enhance their ability to be successful through world-class software solutions and leading-edge infrastructure. Client Technology Solutions provides employees with the tools and resources to enhance their professional qualifications and careers.


A Technology Relationship Manager is a direct report to the Head of Technology Relationship Management, and has regular interaction with the CIO for Client Experience Delivery, as well as with other Divisional CIOs and the  BNY Mellon CIO.   The candidate must become familiar with the BNYM suite of technology services, technology organization, and business structure, to act as a primary touchpoint for both day-to-day, and strategic needs of major BNYM clients. 

Primary Job Responsibilities to Include:

         Implement and drive technology relationship management disciplines at BNYMellon by establishing and communicating strategy, consulting at senior executive level on the roadmap to achieve those disciplines, and ensuring execution towards the strategy.   These disciplines, on both an individual client and aggregate client basis, include:

o    Developing transparency for covered clients on both a run the bank and change the bank service delivery  basis

o    Proactive notification of major impacting technology issues, and/or planned client-impacting initiatives, on a 24/7 basis as needed (to designated client personnel)

o    Proactive consultancy in support of clients changing business needs and solution collaboration.   Management of direct client requests with periodic discipline of status review with client.

o    Understanding and communication of BNYM technology strategy; facilitation of communication efforts between BNYM and clients.  Conversely, identifies client trends and shares them with Technology Product Management.

o    Close partnership with existing BNYM Relationship Management team

         Escalation of major client-impacting issues to Head of Technology Relationship Management, Client Experience Delivery CIO, other CIOs, and business partners as needed.

Immediate Priorities / Success Measures:

         Establish  transparent,  measurable reporting mechanisms  to collect  current baseline experience levels for covered clients; use metrics to identify improvement plans for these clients

         Establish Technology Relationship Management team and establish connections to appropriate client and BNYM personnel.

The job holder provides strategic and day-to-day support for technology-related initiatives for one or more business units. S/he develops and manages multiple client relationships at a senior management level within the business unit to ensure client satisfaction and the development of efficient business systems. The job holder may attend business staff and strategy meetings. S/he also manages a staff of IT professionals, acts as a liaison between business units and IT and interacts with Help Desk Managers on problem escalation.


Primary Qualifications:

         Computer science degrees or commensurate experience a plus; strong business analysis  skills a requirement

         Strong Project Management and task management skills; PMP certification a plus

         Nimble, creative, and can-do approach to solving hard problems and overcoming obstacles

         String relationship building, collaboration skills

         Strong, dynamic communicator and leader who can advocate for client needs and has strong root-cause analysis skills

         Strong business sense of risk and reputational exposure, including understanding of escalation requirements.  

         Ability to operate in a highly metrics-focused environment .

         Ability and willingness to operate and be held accountable for results in a rapidly changing, collaborative environment with high profile clients

Minimum 8-10 years of technical and/or management experience required. Job holder must have thorough knowledge of company's total computing environment, including daily operations, major roles, business impact, and understand the impact of hardware and software transitions on the environment. S/he must be customer-service oriented and have prior lead experience defining and implementing service-improvement initiatives for a major client. S/he must also have expert negotiation and arbitration skills and be able to effectively handle difficult people and high-risk situations.

We are an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Veterans

Primary Location: New York, NY, US
Other Location: ,,
Internal Jobcode: 05093
Job: Information Technology
Organization: Global Ops & Tech Mgmt Div-HR08865

Job Segments: Manager, Management