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The Business Relationship Manager role involves:
For Internal Clients
Ensure 2-way communication of information between ITS and external clients, through processes of co-location, coordination, collaboration and interpretation.
For External clients
Ensure that clients business needs are identified, prioritised and communicated to the appropriate sections in ITS for positive action, through processes of communication, consultation, facilitation and escalation.
In General
Planning, development and implementation of IT Service Management and the ITS Continuous Improvement Program  .
Overall
Provide a point of contact between internal and external clients, ensuring that the needs of all are addressed proactively. This is achieved through communication, collaboration, coordination, interpretation and escalation, in a timely and accurate manner, and adhering to the principles of continuous improvement.
There are four key facets involved in the Business Relationship Manager position:
- Business Relationship Managers pro-actively develop and monitor the performance of the department’s quality assurance and quality control processes. Where issues are raised regarding the quality or continuity of any services provided by Information Technology Services, the Business Relationship Managers must ensure the service issue is effectively and efficiently resolved.
- Business Relationship Managers support managers’ strategic client relationships by developing client partnerships at an operational level with faculties and divisions.
- Business Relationship Managers are responsible for ensuring effective two-way communication exists between ITS and its clients as well as horizontal and vertical departmental communication.
- Business Relationship Managers play a key role in leading the development the department’s ability to manage client relationships based on an in-depth understanding of excellent client service in an IT environment.
The Business Relationship Managers provide:
- advice and assistance to staff in the department to continually improve the services offered.
- advice on IT initiatives and developments which will influence/enable our clients planning process. This is achieved by understanding our clients business needs and communicating with them in their business language.
- a problem-management service for our clients by providing a single point of contact into a complex department.
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