Customer Business Partner Manager IT

About ASMO and the Role

ASMO, a joint venture between DHL and Saudi Aramco, is establishing a new benchmark in procurement and supply chain services. Scheduled to be operational in 2025, ASMO will provide end-to-end integrated procurement and supply chain services for industrial, energy, chemical, and petrochemical sectors, initially focusing on Saudi Aramco and its Affiliates. This full-time role for a Customer Business Partner Manager IT in Saudi Arabia involves providing external customer-facing technology business partnering capabilities, acting as a bridge between customers and ASMO Technology throughout the customer lifecycle.

Key Responsibilities

• Translate customer business needs into actionable IT initiatives and solution roadmaps.
• Lead KPI management, planning activities, governance reporting, and dashboard preparation.
• Manage a strategic business portfolio, prioritizing and sequencing technology demand in line with customer and organizational priorities.
• Serve as the primary liaison between customers and ASMO Technology, ensuring alignment of priorities, solution expectations, and delivery commitments.
• Lead early-stage customer engagement, including sales support, requirement capture, feasibility validation, and positioning of ASMO technology capabilities.
• Drive solution architecture alignment across the Opportunity-to-Deliver (O2D) lifecycle in collaboration with Solutions, Infrastructure, Security, and PMO teams.
• Oversee customer-facing delivery milestones across Aramco affiliates and other strategic customers, ensuring transparency and proactive risk management.
• Ensure effective IT service engagement, issue management, escalation handling, and conflict resolution.
• Influence across functions without formal authority, establish clear ownership and accountability, and drive operational performance, customer onboarding, governance, compliance, and service outcomes.
• Coordinate customer-facing technology engagement across ASMO Technology, DHL, customers, affiliates, and partners within the IT Business Partner function.
• Govern solution cost consolidation and business case alignment, including application, infrastructure, cybersecurity, and implementation costs.
• Promote change management and continuous improvement across customer-facing processes.
• Establish and govern consistent customer engagement, requirement management, solution alignment, delivery oversight, escalation, and reporting practices across the customer lifecycle.
• Ensure customer-facing technology activities comply with applicable quality, cybersecurity, confidentiality, governance, health, safety, and environmental requirements.

Qualifications and Experience

• Over 10 years of relevant experience.
• Strong understanding of customer technology business partnering, solution roadmapping, O2D lifecycle governance, service engagement, and portfolio demand management.
• Ability to translate customer business needs into actionable IT initiatives, solution requirements, delivery commitments, and decision-ready business cases.
• Strong commercial, financial, risk, governance, stakeholder management, and executive communication capability.
• Working knowledge of Basic Artificial Intelligence systems, Microsoft 365, Excel, PowerPoint, SharePoint, Teams, and basic reporting tools.
• Familiarity with ServiceNow, Jira, or Power BI is an advantage.

Leadership Competencies

• Ownership of a strategic business portfolio, with the judgment to prioritize and sequence demand, resolve escalations and conflicts, and drive customer onboarding, governance, compliance, service, and operational outcomes.
• Ability to influence without formal authority across functions and build strong, trusted relationships across ASMO, DHL, customers, affiliates, and partners.

Expected Deliverables

• Customer technology engagement plans and solution roadmaps.
• Qualified customer requirements, feasibility decisions, and aligned solution architecture inputs.
• O2D delivery milestone, risk, issue, escalation, and decision reporting.
• Consolidated solution costings and business case alignment.
• Customer portfolio priorities, governance packs, KPI dashboards, and management reports.
• Continuous improvement actions for customer-facing technology processes and service outcomes.

Strategic Value

This role provides accountable, manager-level ownership of ASMO’s external customer-facing technology engagement. It aims to strengthen the connection between customer priorities and Technology delivery, improve solution and cost alignment, increase transparency across customer onboarding and O2D milestones, and drive timely escalation, governance, service performance, and continuous improvement across strategic customer portfolios.