Business Solutions Manager/Project Manager - IT

Description:

The Business Solutions Manager/Project Manager acts as the primary customer-facing leader responsible for delivering value through solutions, not staffing or fulfillment. They drive customer conversations, shape priorities, identify opportunities, articulate maturity gaps, and lead people within their portfolio.

They are solution architects, storytellers, people leaders, and value creators all in one.

Key Responsibilities:

1. Solution Leadership & Customer Engagement:

- Lead high-quality, structured, and value-led conversations with customers (written & verbal).

- Drive solution discussions across AI, platforms, product, UX, and delivery transformation.

- Identify customer pain points and create clear, crisp, and compelling solution narratives.

- Propose and lead diagnostics, maturity scans, and operating model assessments.

- Influence customer priorities, roadmaps, and investment decisions.

- Own customer success outcomes, ensuring long-term value creation.

- Shape and guide AI-native SDLC transformation initiatives.

2. People Leadership & Team Culture:

(BSMs are people leaders by default.)

- Own team morale, engagement, and health within their portfolio.

- Mentor team members and ensure role clarity, motivation, and performance.

- Work closely with Regional HR Business Partners (HRBPs) for hygiene, timesheets, and people processes.

- Lead with a your people are your responsibility mindset in both internal and customer contexts.

- Encourage a culture of excellence, innovation, and continuous improvement.

3. Business & Account Farming:

- Grow accounts by creating and demonstrating value, not by asking for capacity.

- Identify upsell/cross-sell opportunities rooted in maturity or capability gaps.

- Build long-term customer relationships based on trust, expertise, and outcomes.

- Shape customer demand by presenting forward-looking transformation possibilities.

4. Operational Collaboration:

(This role collaborates but does not own operational governance.)

Work alongside:

- Chief Delivery Officers

- Regional Delivery Leadership

- Regional HRBPs

- P&L-owning heads

To ensure:

- Delivery hygiene

- Compliance & governance

- Efficient utilization & cost control

- Smart hiring & workforce planning

Note: These are shared responsibilities, not the primary KPIs of a BSM.

Required Solution Capability Areas:

A BSM must be expert in at least ONE and conversational in the rest:

1. AI & AI-native SDLC:

- LLMs, generative AI, copilots, model integration

- Intelligent automation

- AI-governed delivery models

2. Modern Ways of Working:

- Scrum, SAFe, modern delivery frameworks

- Product-led & platform-led delivery models

3. Product Management & Discovery:

- Product thinking, roadmap development

- Business case creation, user needs analysis

4. UX & Design:

- User research, design strategy, experience maturity

5. Platform Engineering & DevX:

- CI/CD, SRE, AIOps

- Developer experience and efficiency

- Cloud-native architectures, platform ops

Ideal Candidate Profile:

Must-Have Traits:

- Strong solutioning mindset

- Clear articulation and storytelling ability

- Executive communication skills

- Consultative approach to customer challenges

- Ownership, presence, and leadership aura

- Ability to influence without authority

- Curiosity, empathy, and structured thinking

Experience:

- 9-15 years total experience

- Prior exposure to consulting, transformation, platforms, AI, or modern delivery

- Comfort working in dynamic, high-energy environments

- Experience leading teams, coaching people, and managing customer expectations

Key KPIs for Success:

- Solution depth showcased in customer conversations

- Customer satisfaction & value delivered

- Growth and expansion of accounts through value creation

- Maturity improvements in delivery and operating models

- Health, engagement, and performance of teams

- Strength and clarity of communication