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Sr. IT Business Relationship Manager - Commercial Products


Information Technology
United States - Chicago Office

About us:

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country. 

About the role:

The Senior IT Business Relationship Manager, within the American market has full end-to-end responsibility of the Commercial IT Product line within the designated geography. The objective of this role is to mature the business capability across the geography through the innovative use of technology solutions, enabling our markets to continue to grow in terms of volume, market share, revenue and profit. IT is critical to Dyson business success and this is especially true as we expand our product range and global operations. By successfully deploying and operating performant, scalable and appropriate business solutions, Dyson is able to operate profitably and compete effectively in the face of intensifying global competition. In the digital age, the IT function seeks to positively transform the business through utilization of innovative technology solutions and these solutions must be delivered at speed, releasing tangible business value as Dyson continues to grow. IT solutions must support the refinement of the existing core business model whilst also facilitating new revenue opportunities.

The Senior IT Business Relationship Manager - Americas Commercial Products will be responsible for:

  • End-to-to end, full accountability for all aspects of IT within the Commercial Product line. Including several operational locations, multi-functional employees (including current supporting future planned retail stores, service centers, owner experience and distribution)

  • Partnering with the Americas and Global Commercial business stakeholders to deliver IT solutions and services aligned to the business vision and mission objectives

  • Oversee, define, and drive the Americas Commercial IT strategy and roadmap, in conjunction with Global IT teams, to deliver stable, predictable, and cost-effective (to budget) IT services

  • Management local IT teams within Americas markets - attracting, selecting, retaining & developing talent

  • Driving the delivery of Americas regional Information Technology (IT) that optimizes quality and cost-efficient business and operational outcomes

  • Designing, developing, implementing and coordinating systems, policies and procedures in line with the global IT strategy, working closely with the Group IT functions

  • Project Management - co-ordination of the estimation, planning, tracking and execution of local IT solutions

  • Business Analysis, capturing, documenting and presenting business requirements

  • Consistently leveraging IT to add value to the business and make working more efficient and effective

  • Providing an exceptional IT service culture that really delivers for the organization and all stakeholders

  • Awareness and guidance of country specific legal and mandatory requirements impacting technology deployment or operations

  • Developing and maintaining strong relationships across all functions of the business, with local and global stakeholders, and establishing creditability and expertise across the Leadership Team

  • Articulating strategy and new initiatives into actionable, sustainable and measurable plans

  • Performing role of interface between local senior management and management at Commercial and Global levels.

  • Agreeing estimates, costs, timescales and standards to be met and monitoring these through the project utilizing the established global IT project and program management methodology

  • Maintaining organizational effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies and aligning these with regional and global plans.

  • Maintaining quality service by establishing and enforcing organization standards

  • Planning, delivering and supporting IT infrastructure operations for Dyson

  • Providing leadership for delivery of 24/7 service operations and KPI compliance – including Vendor Management and incident / problem management

  • Supporting the rapid build out of retail stores and help plan efficient deployment of IT structure and support, including network infrastructure, ePOS, and other activities as required

  • Participating in IT strategic planning, project planning and budget planning efforts

  • Managing the annual IT team Opex and Capex budget

  • Establishing and maintaining strong, strategic partnerships with vendors and service suppliers

  • Coordinating resources with the IT project management office (PMO)

  • Ensuring all project deliverables, budgets and timelines are met

About You:

With experience in a similarly dynamic, international role and complex organization, you’ll have a proven working knowledge of leading an IT function in the market working as part of a regional / global matrix managed team

  • Fluent in English (and additional languages are a plus)

  • Excellent organizational and planning ability

  • Excellent cross functional team management skills

  • Written and verbal skills - able to communicate at all levels of the business

  • Presentation skills - ability to communicate  confidently in front of a varied audience (internal & external stake holders)

  • Ability to work in a fast paced and challenging environment

  • Strong service management skills.

  • Team player leading by example

  • Adaptable / flexible – able to multi task

  • Approachable

  • Organized

  • Budget planning & accountability

  • Strong drive and motivation

  • Willingness to travel globally & within the US (c.10% of working time)


  • A minimum of 7+ years of relevant experience

  • Experience of Marketing, Sales & Customer Service business processes / capabilities inc. Ecommerce, Retail and Customer Relationship Management (CRM); Salesforce Service Cloud and Marketing Cloud a huge plus

  • Project & Programme Management – a proven track record of delivery - managing multiple and concurrent programmes / project scope, on time and to budget

  • Establish strategic direction - maintain a highly energized and innovative organisation, providing the resources necessary to effectively and efficiently execute delivery

  • Highly skilled in business partnering and relationship management working closely with customers and the IT delivery teams

  • Cross functional partnerships – identify, analyse and develop partnerships through collaboration and facilitation

  • Customer Focus - develop and maintain customer relations with internal stakeholders. Actively seek information to understand customers’ circumstances, problems, expectations and needs

  • Building a successful team - people management skills and a proven track record of building and managing an effective team, motivating others, promoting a productive work environment, listening to others and managing performance

  • Excellent communication and interpersonal skills are essential to develop customer relationships and work directly with executive management

  • Decision making – ability and willingness to make timely yet well-informed decisions regarding business strategy, direction and tactical delivery

  • Have experience of conducting business globally

  • Skilled in the process of vendor assessment through formal tender processes

  • Experienced in global vendor management

  • Degree educated (BSc/BA/B.E. in relevant field, Computers / IT desirable)


  • Global work experience - including Canada, US, Mexico, South America, UK, Singapore

  • Experienced in the formal use of Agile delivery methodologies

  • Salesforce Marketing Cloud and Service Cloud


  • Marketing Technologies


At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.

Financial benefits:

•          401K with up to a 4% match

•          Company paid Life Insurance and AD&D

•          Flexible Savings Account (FSA) and Health Savings Account (HSA)

Lifestyle benefits:

•          Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time

•          Pre-tax Commuter Benefits (applicable areas only)

•          Generous Child Care Leave Program

•          Wellness Program

•          Employee Assistance Program

•          Generous Dyson Product Discounts

Health benefits:

•          Multi-Level Healthcare Coverage Options

•          Vision & Dental Coverage

•          Company paid Short-Term and Long-Term Disability

Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at for more information. Dyson is an Equal Opportunity Employer.

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.