Wolters Kluwer Business Relationship/Program Manager, Infrastructure, Global Business Services in Jefferson City, Missouri

Wolters Kluwer Global Business Services is designed to provide services to the business units in the areas of technology, sourcing, procurement, legal, finance, and accounting which includes our North American-Accounting Center. These global centers promote team collaboration using best practices around a specific focus area to drive results and enhance operational efficiencies. There is a constant endeavor to benchmark against best-in-class industry standards to improve the quality of deliverables, increase cost savings, enhance productivity and reduce time to market for products and applications.

We are looking for a Business Relationship/Program Manager, Infrastructure, to join our Business Relationship Management (BRM) Team! The BRM Program Manager is responsible for enabling critical analysis and communication related to a complex and highly visible portfolio of initiatives lead by our Global Business Services (GBS) organization for our Tax and Accounting (TAA) business units. This role is responsible for collaborating with and influencing a matrix organization of program and delivery managers in support of successful completion of projects for TAA.

An essential role of the BRM Program Manager is to lead the executive reporting process to ensure adequate oversight and effective delivery of GBS commitments to the business. The role will be primarily responsible for tracking and program management of 8-10 major strategic programs as defined by the Director, BRM. The BRM Program Manager must be able to independently drive the reporting process, establishing processes and tools to facilitate the process, communication and ongoing identification and implementation of continuous improvement opportunities.

Must be familiar with project management best practices and able to analyze and communicate complex concepts effectively with senior audiences. Participates in GBS and TAA key programs and provides program management oversight for GBS and/or TAA cross-organizational projects. Participates with vendors, GBS service delivery teams and business program managers to ensure project resources, roles and responsibilities are defined. Engages with business managers to identify business demands, resource requirements, helps develop business cases and success criteria to ensure business objectives are met.

The BRM Program Manager is a key advisor to GBS programs working across multiple groups, systems and businesses. Supports program planning, escalations and issue resolution on behalf of the BRM where necessary.

The work of the BRM Program Manager is critical to supporting the BRM leaders in managing effective communications with TAA business unit leadership teams to align priorities and requirements in a transparent and timely manner.


To adequately support the complexity and needs of the TAA Division, the BRM Portfolio Manager will:

  • Oversee GBS Strategic Initiatives coordinating with other BRMs, PMs, service delivery engineers/architects and business stakeholders

  • Produce program updates Executive Reports & drive reporting process

  • Track and coordinate requests between GBS and BUs

  • Track progress against BRM commitments & value realization

  • PM for GBS key artifacts

  • Helps implement tools & processes to collect, synthesizing and maintaining outputs from GBS

  • Prepares executive reports for TAA business units leadership

  • Manages monthly executive reporting process including review of internal GBS reports and data sources, critical analysis of program status, facilitating update meetings with TAA program leads, preparing reports, reviews with BRM team

  • Distributes reports to stakeholders and maintains archive in MS Teams

  • Participates in update meetings (such as Data Center Consolidations, Cloud Migrations, Disaster Recovery plans, Network Transformation), capturing relevant updates, metrics, and issues

  • Ensure that GBS service delivery materials presented to have been reviewed for alignment with BRM reporting and TAA priorities

  • Project manages and assists in preparation of BRM deliverables (monthly reports)

  • Acts as BRM delegate for various GBS and TAA calls and meetings as needed

  • Primary Interactions: GBS BRM teams, GBS PMO, GBS Program Leads, GBS Finance, TAA Business Unit Leadership Teams, Program Managers and Application teams

  • Works independently

  • Performs detailed program analysis

  • Navigates challenging situations diplomatically

  • Collaborative workstyle

  • Excellent executive communication

  • Acts as program and project manager (where assigned) and directs project team as needed

  • Participates in GBS program and management updates as needed on behalf of the BRM and individual 1:1 meetings with management, preparing discussion topics and presenting information in a professional manner

  • Develops personal development plans and demonstrates progress to the established goals

  • Performs other duties as assigned by supervisor


  • Bachelor Degree in related field or equivalent work experience required

  • 5+ years of IT program management or business operations experience required. Infrastructure experience preferred

  • Demonstrated delivery experience for large scale projects and/or program execution

  • Demonstrated ability to obtain results in a matrix organization.

  • Ability to enlist support of cross function teams within a large or matrix organization

  • Demonstrated strength in problem definition and resolution.

  • Experience in the use of multiple structured methodologies, such as Agile/Scrum, Waterfall, Iterative, RUP, and PMI methodology

Business Competencies:

  • Business Relationship Management

  • Business Process Knowledge

  • Service Provider Assessment and Evaluation

Technical Competencies:

  • Advanced Microsoft Excel, Power Point and Project

  • MS Teams or other collaboration and project management tools (SharePoint, JIRA, Trello, etc.)

  • Project Cost Management, Project Management Tools, Project Planning, Issue/Risk Management, Project Scope Management

  • PMP Certification Preferred

  • BRM or CRM (Client Relationship Manager) Certification Preferred

  • Travel Requirements - 1-2 days required for in person meetings in IL or alternate WK location (domestic U.S.) on a monthly basis (if remote).

  • Additional travel, including overnight stays, is required based on business needs.

About Wolters Kluwer

Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.

Wolters Kluwer reported 2018 annual revenues of €4.4 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide.

Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.

For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.


Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.


For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at (888) 495-4771

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled