IT MANAGER – BUSINESS RELATIONSHIP MANAGEMENT

The Business Relationship Manager (BRM) is a manager-level role focused on bridging business strategy and technology. The BRM builds strong relationships with business leaders and teams providing support in understanding business strategy, address organizational challenges, and align business outcomes with technology opportunities. The BRM may support the Business Relationship Director (BRD) on transformational programs, leads efforts in developing business future state models, identifying scope, creating business cases, and securing portfolio funding for medium to large initiatives. They ensure that projects begin with a clearly defined future state and scope. Additionally, the BRM drives key initiatives and supports organizational change management to ensure solutions are adopted and seamlessly integrated into business operations. As an emergent functional leader, the BRM role collaborates closely with Business Analysts and provides dotted-line leadership across projects in aligned business units.

• Strategic Alignment & Business Relationship Management
• Apply knowledge of the organization and industry to connect efforts with overall organizational goals and positioning.
• Identify and address customer and business team challenges, including points of friction.
• Support or lead (for medium-large initiatives) the development of business strategies, future state models, process flows, customer journey maps, and user experience artifacts.
• Collaborate with Business Relationship Director, key technology leaders, and business leaders to integrate technology products with business strategies and objectives.
• Facilitate regular business-to-technology discussions to identify new opportunities, assess project health, and review application support metrics.
• Promote and influence the adoption of business relationship management practices and behaviors.

• Project Opportunity Discovery
• Communicate effectively with internal and external stakeholders, considering language, metaphors, biases, and perspectives to shape perceptions.
• Lead the documentation of opportunity scope and key future state business needs.
• Partner with technology teams to infuse technology scope and support collaborative problem-solving and decision-making.
• Partner with technology, purchasing, and legal teams to facilitate product evaluation and the RFI/RFP process.
• Support the business in developing business cases and portfolio one page summaries for portfolio intake preparation.

• Project Support
• Define business future state and translates it into documented business requirements as needed.
• Collaborate with the Business Relationship Director and Business Analysts to address scope questions, align requirements with the future state, and secure business approvals.
• Support the Business Analysts in transitioning business requirements to technical teams and ensures requirements traceability is established.
• Plans and supports with business testing and user acceptance testing (UAT) as needed.
• Prepares the business for go-live facilitating knowledge transfer , ensuring readiness, and establishing sustainability measures.

• Organizational Change Management
• Supports or leads organizational change efforts to ensure the business is prepared to adopt the future state or solution.
• Lead stakeholder identification and change impact assessments.
• Contribute to and lead the development of change management strategies and plans.
• Assist in establishing and supporting change networks, change leaders, and change management teams.
• Collaborate with training and communication teams to build and deliver training and communications needs.
• Support the development and monitoring of change metrics to assess progress and impact.
• Support the business through go-live by managing resistance and embedding the solution into business operations.

• General Department & Team Management
• Work directly with a team of Business Analysts, providing dotted line leadership and guidance.
• Provide support and guidance to Project Managers, business teams, and technology teams
• Contribute to team processes including hiring, performance improvement plans, reviews, promotions, salary recommendations, and terminations.
• Lead or support communication efforts through formal and informal meetings, correspondence, and discussions with business partners.
• Promote positive relationships with both internal and external stakeholders.
• Demonstrate a proactive and positive impact on the organization, its people, and overall success.

KEY SKILLSETS:

• Quickly develops business knowledge and builds strong relationships.
• Demonstrates experienced consultation and facilitation skills, presenting as a trusted advisor.
• Excels in communication (listening, verbal, and written) across all organizational levels.
• Strong facilitation experience, including multi-day virtual workshops.
• Possesses a business-level understanding of application usage and processes.
• Skilled in process modeling, workflow design, user experience, and customer/employee journey mapping.
• Supports discovery efforts by collaborating with business and IT teams, to define scope and align on needs.
• Partners with purchasing on RFPs, finance on business cases, and business leaders on scope and priorities.
• Emerging leadership skills, turning business strategies into actionable plans, including process mapping and scope definition.
• Displays emerging Organizational Change Management capabilities.
• Builds trust and maintains commitments consistently.

• Experienced in Agile and Waterfall development methodologies, and with basic project management techniques for both methodologies.
• Proven track record in implementing and supporting complex programs.
• Strong foundational analytical abilities with an understanding of business needs.
• Strong problem-solving abilities and a commitment to teamwork.
• Excels in collaborating with cross functional teams, including contractors and third-party vendors.
• Effectively manages direct and matrix resources from diverse cultural and ethnic backgrounds.
• Highly organized and detailed-oriented, with the ability to multitask and meet deadlines.
• Developing ability to prioritize competing opportunities and lead amidst ambiguity.
• A driven self-starter who thrives in a dynamic and collaborative environment with a focus on achieving results.
• Executes tasks with focus and efficiency; gets things done.
• Displays confidence and composure under pressure, and demonstrates decisiveness with business leaders.
• Demonstrates growing business acumen and the ability to influence and build consensus.
• Works effectively with both technical and non-technical colleagues to achieve objectives.
• Ability to work with minimal supervision, under pressure, with regular and frequent deadlines.
• Exhibits excellent time-management and prioritization skills.

• B.S. or equivalent degree in business, IT, finance, accounting, economics or business administration or 5+ years’ experience
• Certifications in Business Relationship Management (BSDP or CBSD), Project Delivery (PMP, CSM, CSPO) and/or Organizational Change Management (CCMP or Prosci) desired
• Preferred exposure to business relationship management principles, project delivery methodologies, or organizational change management frameworks.
• Experience in facilitation, business process modeling, user experience design and/or customer journey mapping
• Demonstrated ability to map business outcomes to project delivery and tying project outcomes back into business operations
• Demonstrated ability to lead cross-functional teams and manage matrixed resources
• Experience in the hospitality industry or a related customer-focused sector is highly preferred
• Experience in roles involving strategic alignment between business and IT functions
• Familiarity with IT organizations, operations. and systems

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