IT Solutions Lead - Customer Success (Commercial, Sustainability, R&D, Strategy)

Responsibilities

Serve as the regional or capability-level point of contact for incoming business demand, collecting requests and performing initial triage before bringing up to the Solutions Partner for prioritization decisions.

Implement the demand intake and delivery process using standardized tools (e.g., Power Apps, ServiceNow, Accolade) within the framework and priorities established by the Solutions Partner.

Collaborate with business owners and partners to gather detailed requirements, clarify business value, and facilitate feasibility analysis — then coordinate with IT teams (architects, developers, application managers) to develop solution designs and cost estimates.

Run the delivery lifecycle of approved initiatives — from detailed requirements through build, test, deployment, and transition to support — ensuring alignment to architecture standards, TCO optimization, and agreed timelines.

Track solution health, performance, and user experience post-deployment, proactively addressing issues to ensure business value realization and agreed service levels.

Qualifications

• Minimum Qualifications: Bachelor's degree in Information Technology, Business Administration, or related field. 7+ years of experience in commercial business processes, IT business partnering, project management, or enterprise solutions delivery.
• Applications Experience: ERP, Salesforce, PowerBI (Data Analytics)
• Demonstrated ability to deliver scalable, secure solutions that achieve business objectives and measurable outcomes.
• Demonstrable ability to translate business needs into technology solutions, including requirements gathering, feasibility analysis, and case development.
• Experience facilitating workshops and leading solution design sessions with business and technical partners.
• Demonstrable ability to run application health, performance, and user experience to deliver measurable business value.
• Knowledge of IT governance, demand management, and service delivery frameworks (e.g., ITIL, Agile) and tools (e.g., Accolade, ServiceNow).
• Superb communication, relationship-building, and problem-solving skills.