Business Relationship Management (BRM) is an approach to understanding, defining, and supporting business stakeholders and other customers.  Business Relationship Management consists of knowledge, skills, behaviors, and competencies that help establish, build, and maintain a productive relationship between IT and their business partners (e.g. Human Resources, Information technology, a finance department, or an external provider).  A key role of this service is to make sure business needs are understood and met.

Business Interface

• Captured and help shaped customer demand and understood how demand aligned to current and/or future business capabilities
• Collaborated with customers to select the demand items to implement based on needs, business value, constraints, etc.
• Helped the business understand the established IT strategy
• Built active relationships with each office manager at all 58 sites, resulting in a 30% week-to-week satisfaction rating increase
• Identified business customer stakeholders and worked to understand their business capabilities
• Managed multiple agile-based projects to release and deployment and acted as key member of the Change Board for implementation
• Assisted business stakeholders in prioritizing 68 different demand items and communicated the estimated costs and release schedules
• Worked with multiple business groups during times of demand conflict to understand their needs and resolve conflict on release schedules
• Assisted as the relationship manager during the rollout of 300+ small to complex, multi-faceted projects
• Acted as the escalation liaison across all 3 of the client’s regions, resulting in quick resolutions, high trust relationships, and increased customer satisfaction levels

IT Interface

• Helped IT understand more fully the business and what their role with the business was
• Created training on business principles for IT to learn more about their clients
• Led an IT Service Team (Strategic Business Initiatives) to identify, design, develop, and support IT services across the IT Service Management (ITSM) life cycle, consisting of the Strategy, Design, Transition, and Operate phases
• Member of core team to select and establish ITIL processes that would benefit the business relationship
• Responsible for attaining defined support SLAs and ensuring all escalations were managed to a high level of satisfaction
• Developed and conducted extensive training and support metrics on customer satisfaction, increasing understanding of the client and raising customer satisfaction scores to over an 8 out of 10
• Collaborated with senior IT leaders on strategies, budget, and technology roadmaps, resulting in increased customer productivity and satisfaction, reduced IT cost, and enhanced relationships with the business
• Increased productivity and retention by managing relations between IT divisions and business stakeholders, releasing quality communications, and providing technical and functional training