IT Business Relationship Manager - North America

As member of the North America IT Team, the IT Business Relationship Manager represents the Business Relationship Management (BRM) function with stakeholders across the U.S. and Canada and serves as the face of IT for the business. They will lead and coach a team of three BRMs (covering East, West, and Canada) while also directly engaging with Regional Vice Presidents (RVPs) and General Managers (GM's). This person will raise the maturity of the BRM function.

The IT BRM, NA is a player-coach role, combining hands-on stakeholder management with leadership of the BRM team. The successful candidate will strengthen trust between IT and the business by:
Anticipating and communicating IT changes and impacts on operations
Ensuring alignment and readiness for key initiatives such as WMS conversions
Escalating and resolving service issues in partnership with MSPs
Leveraging KPIs and data to address both real issues and perception gaps

The IT BRM, NA is expected to model Lineage's values of Safety, Trust, Respect, Innovation, Boldness, and Servant Leadership in all interactions, fostering a culture of accountability, collaboration, and continuous improvement.

Reporting Relationships

• Direct Reports: 3 BRMs (East, West, Canada)
• Key Internal Stakeholders: 20+ RVPs, 2 Regional Presidents, GMs across North America, North America IT leadership, Global IT Functions, Corporate Functions (Finance, HR, Legal, Facilities, Safety & Compliance)
• External Stakeholders: MSP representatives (Cognizant, Meter, Masergy), and strategic customers as needed

Skills & Qualifications

• 10+ years of progressive IT experience, including roles with significant stakeholder-facing responsibility
• Degree in IT or related discipline
• Experience in supply chain, logistics, or transportation industry required
• Proven ability to manage and mentor teams in a player-coach capacity
• Experience leading or supporting IT programs and projects in complex, high-change environments
• Strong stakeholder management skills, with credibility across executives (RVPs/GMs)
• Hands-on familiarity with ITIL/ITSM best practices; ServiceNow experience a plus
• Strong communication and presentation skills, with ability to build and deliver KPI-driven reporting (Power BI or equivalent preferred)
• Budgeting and financial planning experience (preferred)
• Knowledge of cold-chain warehouse/logistics processes (preferred)

Key Priorities & Deliverables

• Understand forward-looking business plans for the region and understanding its impact on demand for IT & Operations
• Own Field Service Call-to-Action and ensure delivery for smooth functioning of business for any break fix and physical triage
• Work with Regional IT infrastructure and Service Delivery teams to ensure service and uptime and guarantee for business continuity
• Work with Regional WMS and Onboarding Teams to ensure North American business needs are catered for and prioritized by the B2B/A2A Teams
• Communicate the common vision of NA IT Team. Energize people behind a sense of purpose by providing directions to BRM's regarding priorities and strategies
• Consistently hitting or exceeding the goals and objectives set by self and others
• Dedicated to meeting the expectations and requirements of internal and external customers
• Create a climate of consensus and dialogue where people feel comfortable offering ideas. Share wins and successes with team and create a feeling of belonging
• Is a self-starter and leads by example
• Work with Global Infra & SD Teams to ensure Users are well supported on their needs and business requirements
• Ensure IT systems in North America maintain compliance with the Sarbanes-Oxley Act of 2002 (SOX)
• Support ongoing initiatives such as WMS Conversion, Automation Builds and Tech Refresh programs etc.
• Work with fellow North America IT counterparts (Legacy App Support, NA SDM) to share knowledge and best practices and create a sense of community at a peer level

Success Measures

• First 90 Days:
  • Established trust and credibility with RVPs, Presidents, and GMs
  • Demonstrated reliable follow-through on issues
  • Active coaching and engagement with BRMs
• First Year:
  • Measurable improvement in IT reliability, stakeholder confidence, and service KPIs
  • Successful delivery of WMS conversion support and other key initiatives
  • Raised maturity of BRM team and ITIL/ITSM adoption
  • Demonstrated readiness for broader leadership responsibilities

Why Lineage?

This is an excellent position to begin your career path within Lineage! Success in this role enables greater responsibilities and promotions! A career at Lineage starts with learning about our business and how each team member plays a part each and every day to satisfy our customers' requirements. Beyond that, you'll help us grow and learn on our journey to be the very best employer in our industry. We'll ask you for your opinion and ensure we do our part to keep you developing and engaged as we grow our business. Working at Lineage is energizing and enjoyable. We value respect and care about our team members.

Lineage is an Equal Employment Opportunity Employer and is committed to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful harassment and retaliation. Lineage will not discriminate against any applicant on the basis of race, color, age, national origin, religion, physical or mental disability or any other protected status under federal, state and local law.

Benefits

Lineage provides safe, stable, reliable work environments, medical, dental, and basic life and disability insurance benefits, 401k retirement plan, paid time off, annual bonus eligibility, and a minimum of 7 holidays throughout the calendar year.