Serve as the strategic IT liaison to Customer Support, translating business priorities into technology roadmaps, prioritizing initiatives, identifying automation and AI opportunities, ensuring secure scalable solutions, managing stakeholder communication, change adoption, and tracking KPIs and service health to realize business value.
The Senior IT Business Partner serves as the strategic technology liaison for Customer Support business teams. The role aligns business priorities with IT roadmaps, shapes digital and AI-enabled opportunities, and helps deliver secure, scalable solutions that improve customer experience, support productivity, operational performance, and business value.
ResponsibilitiesKey Responsibilities
- Partner with Customer Support leaders to understand business priorities, pain points, and value drivers; translate them into technology roadmaps and prioritized initiatives.
- Act as the single point of accountability between business teams and IT delivery groups, ensuring clear demand intake, prioritization, communication, and benefits realization.
- Drive improvements across customer support platforms and processes, including contact center, CRM, knowledge management, customer portals, e-Commerce, self-service, and support workflow capabilities.
- Identify automation, analytics, and AI use cases that improve support quality, agent productivity, customer experience, and end-to-end support journeys.
- Partner with architecture, data, cybersecurity, product, and delivery teams to ensure solutions meet enterprise standards for security, compliance, scalability, usability, and supportability.
- Support change management, business readiness, stakeholder communications, adoption plans, and training needs for new or enhanced solutions.
- Track KPIs, service health, adoption, risks, and business outcomes; escalate issues and drive continuous improvement across IT-enabled support services.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent practical experience.
- Experience in IT business partnership, business relationship management, customer support technology, digital transformation, product ownership, or program delivery.
- Strong understanding of customer support operations, service management, business process improvement, and stakeholder engagement.
- Ability to translate business needs into technology requirements, investment cases, roadmaps, and measurable outcomes.
- Excellent communication, facilitation, prioritization, problem-solving, and executive stakeholder management skills.
Preferred Qualifications
- Experience with contact center, CRM, portal, knowledge management, ITSM, workflow automation, or customer experience platforms.
- Familiarity with Agile, ITIL, Lean, Six Sigma, project management, or product management practices.
- Experience working across global, matrixed teams with business, supplier, cybersecurity, data, architecture, and delivery stakeholders.
AI Knowledge
- Working knowledge of Generative AI, AI copilots, conversational AI, machine learning, intelligent automation, and analytics concepts.
- Ability to identify practical AI opportunities for customer support, including agent assist, knowledge search, virtual agents, ticket routing, sentiment insights, and workflow automation.
- Understanding of responsible AI, data protection, cybersecurity, governance, and adoption considerations in an enterprise environment.
Success Measures
- Business stakeholder satisfaction and quality of IT partnership.
- Improved customer and agent experience through technology-enabled support capabilities.
- Adoption and business value realization from digital, automation, and AI-enabled solutions.
- Improved service health, operational efficiency, compliance alignment, and roadmap execution.
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