IT Director, BRM Customer Care

About the role

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living. The IT Business Relationship Manager (BRM) for Customer Care serves as the strategic technology partner to Global Customer Care leadership. This role is accountable for shaping technology strategy, driving business value through digital transformation, managing demand and investment portfolios, and ensuring successful delivery and adoption of technology solutions that support customer service operations globally.

The BRM acts as the primary point of contact between Customer Care business stakeholders and IT, translating business priorities into technology roadmaps, driving innovation, and ensuring operational excellence across Customer Care platforms including Salesforce Service Cloud, Agentforce, Contact Center technologies, Knowledge Management, SLA Management, Workforce Management, E-Invoicing, Integration platforms, and Customer Experience solutions.

Strategic Business Partnership

Serve as the primary IT liaison to Global Customer Care leadership teams. Build trusted relationships with senior business stakeholders and influence technology decisions. Develop 1-year and 3-5-year Customer Care technology roadmaps aligned to business objectives. Identify opportunities to leverage technology, automation, AI, analytics, and process transformation to improve customer experience, productivity, and service quality. Lead annual planning, portfolio prioritization, and demand shaping activities.

Portfolio & Demand Management

Own Customer Care technology demand intake and qualification. Develop business cases, value propositions, funding requests, and investment justifications. Prioritize initiatives based on business value, risk, ROI, compliance, and strategic alignment. Drive governance through IT demand approval processes and portfolio reviews. Ensure approved investments deliver measurable business outcomes.

Customer Care Digital Transformation

Lead technology transformation initiatives across the Customer Care ecosystem. Partner with delivery teams to modernize customer service capabilities leveraging: Salesforce Service Cloud, Agentforce and AI-enabled service capabilities, Contact Center technologies, Workforce Management solutions, Knowledge Management platforms, SLA and performance management solutions, Customer analytics and reporting, EDI, Esker, and integration technologies. Drive adoption of digital capabilities and ensure benefit realization.

Business Value Realization

Establish and track adoption, utilization, customer service, and operational KPIs. Measure benefits achieved against approved business cases. Report value realization to Customer Care and IT leadership. Drive continuous improvement initiatives based on operational performance and customer feedback.

Operational Leadership & Governance

Act as the escalation point for Customer Care technology issues. Partner with Service Delivery teams on major incidents, risk mitigation, and business continuity planning. Support regulatory, SOX, GXP, cybersecurity, and data privacy requirements. Ensure technology decisions align with enterprise architecture and Global Design Model standards. Lead stakeholder communication during critical incidents and transformational change initiatives.

Change Management & Adoption

Lead organizational change management for Customer Care technology initiatives. Partner with business leaders on communication, training, and adoption strategies. Ensure successful business readiness, UAT, deployment, and post-go-live support. Champion process standardization and global harmonization opportunities.

What will you need to be successful?

8+ years of experience in IT Business Relationship Management, Product Management, Business Consulting, Technology Strategy, or Enterprise Applications. 5+ years supporting Customer Care, Customer Service, CRM, Contact Center, or Commercial Operations functions. Proven experience managing technology portfolios, business cases, and strategic investment planning. Experience working within a global matrix organization. Experience leading digital transformation programs and cross-functional initiatives.

Required Technical Knowledge

Strong understanding of: Salesforce Service Cloud, CRM capabilities, Contact Center technologies, Knowledge Management solutions, Workforce Management solutions, SLA and Case Management platforms, SAP, Integration platforms (SAP CPI, APIs, EDI), Esker, Analytics and reporting platforms, AI-enabled service technologies, SOX controls, GXP awareness, IT Service Management, Cybersecurity fundamentals, Business Continuity and Disaster Recovery concepts.

Critical Success Competencies

• Strategic Leadership: Ability to develop and communicate technology strategy aligned to business priorities. Strong executive presence and stakeholder management skills.
• Relationship Management: Trusted advisor mindset. Ability to influence without direct authority. Strong partnership and collaboration skills.
• Commercial & Financial Acumen: Business case development, investment prioritization, portfolio governance, value realization measurement.
• Customer Focus: Deep understanding of Customer Care operations and customer experience principles. Ability to translate operational challenges into technology solutions.
• Transformation Leadership: Change management expertise. Digital innovation mindset. Ability to lead global transformation initiatives.
• Communication & Executive Engagement: Excellent written and verbal communication. Experience presenting to senior leadership and executive committees. Ability to simplify complex technology topics into business language.

Education

Bachelor's degree in Information Technology, Business, Supply Chain, Customer Service, Engineering, or related field. MBA or advanced degree preferred.

You Unlimited.

• The anticipated base compensation range for this position is $157,500 - $258,563 USD annually. The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, and geographic location. Compensation decisions are dependent upon the facts and circumstances of each position and candidate. In addition to base pay, we offer competitive bonus and benefits, including medical, dental, and vision coverage, 401(k), tuition reimbursement, medical leave programs, parental leave, generous PTO, paid company holidays, 8 hours of volunteer time annually, and a variety of wellness offerings such as EAP.
• Inclusion + Belonging: Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website
• Your Future: 401k Matching Program, 401k Plus Program, Discounted Stock Options, Tuition Reimbursement
• Work/Life Balance: Flexible Personal/Vacation Time Off, Paid Holidays, Flex Holidays, Paid Community Service Day
• Your Wellbeing: Medical, Dental, Vision, Health Savings Account (Employer Contribution of $500+ annually), Employee Assistance Program, Parental Leave, Fertility and Adoption Assistance Program
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Discounts on fitness clubs, travel and more!

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