IT Business Relationship Manager

Overview:

The IT Business Relationship Manager (BRM) supports Supply Chain IT operations for the Galderma US and Canadian business. They will contribute to the delivery, orchestration, and continuous improvement of services across Galderma’s ERP and local application landscape. Partnering closely with the internal IT teams, and external service providers, the BA ensures stable, compliant, and business aligned technology outcomes.

The BA supports platform governance across Galderma’s ERP and boundary applications, ensuring adherence to regulatory requirements, internal controls, and Galderma’s corporate standards. This role translates business needs into actionable requirements, coordinates incident/problem/request management, and drives continuous improvement across supply chain, operations and finance processes. 

We’re seeking a motivated professional with strong Oracle Cloud ERP (or similar) functional knowledge, excellent analytical and communication skills, and experience in operational IT support environments.

Essential Functions:

1. IT Operations & Platform Support

• Support day-to-day IT operations for Oracle Cloud ERP and local applications by monitoring system health, validating data flows, and ensuring stable business and IT operations for Galderma ERP and local application, day-to-day IT operations for Galderma ERP and local applications by monitoring system health, validating data flows, and ensuring stable business operations.
• Collaborate with local/global IT teams and vendors to translate operational issues or business needs into actionable requirements and coordinated support activities.
• Serve as the business-facing contact for functional issues, enhancement requests, and process inquiries.
• Assist in communicating maintenance activities and system downtime to business users in a clear, timely manner.
• Monitor system performance metrics, identify patterns or risks, and escalate technical issues to appropriate IT teams with clear business context.
• Ensure business processes and system usage remain aligned with global standards, security guidelines, and compliance requirements.

2. Incident, Problem & Request Management

• Coordinate incident resolution by gathering requirements, replicating issues, and communicating business impact to technical teams for timely resolution. 
• Participate in Major Incident activities by supporting triage, documenting user impacts, and coordinating communication across stakeholders. 
• Support root cause analysis (RCA) by gathering functional data, documenting findings, and helping define corrective and preventive actions. 
• Contribute to defining monitoring requirements, controls, and functional checkpoints that improve system stability and user experience. 
• Ensure service requests, access requests, and operational tasks follow standardized documentation and approval processes.

3. Supply Chain & Business Partnership

• Perform as an IT partner for Supply Chain, Operations, and Finance, helping clarify business needs and convert them into functional IT requirements. 
• Conduct process analysis to identify gaps, inefficiencies, or improvement opportunities in supply chain workflows (e.g., O2C, P2P, inventory, logistics, manufacturing). 
• Support ERP and integrated system functions by managing functional testing, validating data accuracy, and ensuring process alignment across teams. 
• Participate in workshops and continuous improvement sessions to propose enhancements that improve reliability, automation, or user experience. 
• Document business processes, system interactions, and end-user procedures to support operational sustainability. 

4. Change, Release & Environment Management

• Support release planning by coordinating business testing activities, preparing test cases, validating results, and ensuring business readiness. 
• Assist in changing impact assessments by documenting requirement changes, evaluating business risks, and supporting stakeholder communication. 
• Ensure all functional changes follow ITIL-aligned change management processes, including traceable documentation, approvals, and version control. 
• Validate functionality across environments (DEV/TEST/PROD) to ensure accurate configuration migration and stable deployments.

5. Vendor & Service Provider Management

• Work with vendors and internal delivery teams to ensure functional requirements are understood, documented, and implemented correctly. 
• Collaborate on service performance reviews by providing insights on business impact trends, recurring issues, and system usability. 
• Contribute input for updates to service levels, operational processes, and support documentation related to ERP and integrated systems. 
• Coordinate cross-functional work teams (business users, developers, testers) to ensure tasks are completed on time with quality.

6. Continuous Improvement & Automation

• Identify opportunities for process standardization, automation, and improved system utilization based on data analysis and user feedback. 
• Support operational improvement projects by documenting requirements, validating solutions, and driving adoption across functional teams. 
• Contribute to enhancements in the IT Service Catalog by clarifying service definitions, user expectations, and support models. 
• Partner with the IT leadership team to evaluate and design scalable IT capabilities that support Galderma’s future growth.

Requirements:

Education

• Bachelor’s degree in Information Technology, Business, or a related field, or equivalent professional experience.

Professional Experience

• 4-7 years or more years of professional experience in a similar IT operations or application management role, spanning multiple business functions and processes, including Finance and Supply Chain.
• 2–3 years of IT Service Management experience in a Cloud ERP environment.

Technical Knowledge & Tools

• Oracle Fusion Cloud ERP or similar
• Warehouse Management Systems (WMS).
• Middleware and integration platforms (e.g., Boomi, Oracle Integration Cloud (OIC), EDI, APIs).
• ServiceNow or equivalent IT Service Management tools.

Core Competencies & Behaviors

• Demonstrates strong accountability and a mission-oriented mindset, taking initiative to drive issue resolution, support incident management, and ensure continuity of business operations.
• Thrives in a fast-paced, global, and evolving environment; maintains focus and delivers results during periods of ambiguity, shifting priorities, or increased operational demands.
• Communicates complex functional or technical concepts in clear, concise terms to both technical teams and business stakeholders; adapts messaging based on audience.
• Quickly builds trust with stakeholders; effectively influences decisions through strong analysis, data driven insights, and collaborative dialogue-driven insights, and collaborative dialogue.
• Manages competing priorities effectively, especially during peak business cycles or critical system events; consistently meets deadlines and service expectations.
• Works seamlessly within cross-functional and matrixed teams, while also being capable of independently driving tasks, analysis, and follow through with minimal oversight, functional and matrixed teams, while also being capable of independently driving tasks, analysis, and follow-through with minimal oversight.
• Demonstrates the ability to coordinate diverse and virtual teams in functional, operational, or project contexts; leads discussions, workshops, and problem-solving sessions without requiring direct management authority, solving sessions without requiring direct management authority.