IT Business Relationship Manager (BRM) - Job Description Position Summary The IT Business Relationship Manager (BRM) serves as the strategic liaison between Information Technology Services (ITS) and assigned business departments. The BRM is responsible for understanding departmental strategies, identifying opportunities where technology can enable value, fostering trusted partnerships, and ensuring alignment between business needs and IT capabilities. This role combines strategic thinking, facilitation, communication, and service leadership to drive meaningful business outcomes. Key Responsibilities 1. Strategic Partnership & Engagement Develop and maintain strong, long‑term relationships with business leaders and stakeholders, serving as their primary ITS point of contact. Understand departmental missions, priorities, pain points, and operational context—not just individual service requests. Shift engagement from reactive, request‑based interaction to proactive, department‑wide partnership in alignment with the modern ITS BRM engagement model. 3 Facilitate ongoing dialogue to uncover value opportunities, unmet needs, and potential improvements. 2. Demand Shaping & Value Identification Work with stakeholders to articulate needs or opportunities that may initially be unclear or ambiguous, guiding them toward clear problem statements and measurable value propositions. 1 Evaluate whether existing technology capabilities can address identified needs or whether new solutions should be explored. Surface both operational and strategic opportunities across departments, looking beyond the initial requestor's perspective. 3. Facilitation Across ITS Coordinate ITS resources—including architects, analysts, engineers, and governance teams—to ensure solutions are aligned, feasible, and appropriately prioritized. Reinforce ITS engagement, governance, and demand‑management processes, ensuring stakeholders understand expectations and workflows. 2 Facilitate conflict resolution and cross‑functional alignment where needed. 4. Governance, Planning & Prioritization Support enterprise governance routines, including demand intake, prioritization, and project portfolio discussions. Collaborate with PMO, Architecture, Service Management, and other ITS functions to ensure consistent processes. Maintain visibility into the health, progress, and value of initiatives impacting assigned departments. 5. Communication & Change Leadership Translate technical concepts into business‑relevant language and vice versa. Prepare clear summaries, recommendations, decision inputs, and briefings for executive or departmental stakeholders. Support adoption by ensuring awareness, readiness, and alignment across impacted teams. Strengthen the BRM brand and promote the ITS partnership model through training, presentations, and engagement sessions (e.g., department briefings, Lunch & Learns). 4 6. Continuous Improvement & Insight Development Monitor trends in business operations and identify patterns, recurring issues, and systemic opportunities. Represent the voice of the customer within ITS, advocating for improvements that enhance service quality and user experience. Contribute to the maturation of BRM practices, playbooks, and engagement strategies. 3 Required Qualifications Strong experience in IT-business partnership roles such as BRM, business analyst, solution consultant, IT engagement lead, service owner, or similar. Demonstrated ability to translate business needs into technical direction. Ability to facilitate structured problem‑solving with cross‑functional teams. Excellent communication, active listening, and relationship‑building skills. Ability to manage competing priorities in a complex environment. Knowledge of IT governance, demand management, and service management processes. Preferred Qualifications Experience in public sector, transportation, or large complex organizations. Familiarity with portfolio management, project governance, and

ITSM/ITOM/CMDB

concepts (reflected in BRM involvement in ServiceNow initiatives). 5 Background in change management, organizational readiness, or process improvement. BRMP®, CBRM®, ITIL®, or related certifications. Success Measures Success in this role is demonstrated through: Improved business satisfaction and trust in ITS. Increased visibility and alignment between business goals and IT investments. Reduction in reactive demand and increase in proactively identified opportunities. Strong engagement and clarity of communication across departments. Effective prioritization and value realization from IT initiatives.

Job Types:

Full-time, Contract Pay:

From $80.00 per hour Application Question(s):

• Do you have experience in public sector, transportation, or large complex organizations? Are you familiar with portfolio management, project governance, and

ITSM/ITOM/CMDB

concepts (reflected in BRM involvement in ServiceNow initiatives).

License/Certification:

• BRMP®, CBRM®, ITIL®, or related certifications. (Required)

Work Location:

In person