Stakeholder Management & Engagement: Act as the single point of contact for Legal
and Customer Support leadership, building deep, trusted relationships to understand their
business objectives, operational workflows, and technology dependencies.
● Needs & Pain Point Translation: Proactively identify and capture the clients' current and
emerging pain points and detailed requirements, translating these into clear, concise, and
executable technical requirements for EIT development and engineering teams.
● Prioritization & Roadmap Development: Collaborate with business leaders and EIT
portfolio managers to create and maintain a clear, prioritized list of technology projects
that EIT can support, ensuring alignment with corporate strategy and resource capacity.
● Cross-Functional Management: Lead and influence cross-functional EIT teams to ensure
the effective, timely, and quality delivery of services and projects to the assigned client
groups, despite having no direct reports.
● Performance & Satisfaction Ownership: Own the accountability for monitoring and
improving client satisfaction metrics and communicating the value and impact of
delivered technology solutions back to the client base.
● Negotiation & Expectation Management: Utilize strong negotiation skills to balance
competing priorities, manage client expectations regarding scope and timelines, and
ensure a mutual understanding of service level agreements and project outcomes.

Minimum of 10+ years of professional experience in IT Service Management, Business
Relationship Management, or a related field within an Enterprise IT function.
● Proven track record of successfully managing the full technology lifecycle interface
between a business unit and a centralized IT organization.
● Demonstrated experience in Business Acumen—the ability to grasp and articulate the
operational and financial impact of technology on Legal and Customer Support functions.

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