Business Relationship Manager - ITSM

Context

The Business Relationship Manager (BRM) acts as the primary service provider-facing entry point for a defined scope, ensuring service provider’s needs are captured, clarified, consolidated, and aligned with platform priorities and governance mechanisms in the context of an ITSM transformation. The BRM supports demand shaping and prioritization readiness, without owning prioritization decisions, and helps maintain stakeholder engagement and expectations across the demand lifecycle.

Missions

• Guardian of the service delivery: build and maintain strong relationships with service provider’s stakeholders across the assigned scope.
• Capture, clarify, and consolidate business needs, pain points, and expectations.
• Support demand shaping and stakeholder alignment before formal intake (ensure the “right demand” is raised, with clear outcomes and scope).
• Structure and translate service provider’s needs into actionable, governance-ready inputs (e.g., problem statement, desired outcomes, constraints, urgency, impacted populations / processes).
• Channel service provider’s demand through the appropriate governance and delivery mechanisms.
• Work with End-to-End Global Process Owners (E2E GPOs) and the Core Model Guardian to prepare demand for prioritization and delivery.
• Provide backlog visibility for his assigned scope.
• Support communication and expectation management with stakeholders throughout the demand lifecycle (from early idea to intake, prioritization, delivery, and adoption).
• Facilitate alignment workshops and discussions to resolve ambiguities and reduce rework during delivery.
• Contribute to continuous improvement by feeding recurring business needs, adoption challenges, and satisfaction insights back to platform governance.

Skills

• ITSM knowledge: Confirmed
• Structured mindset, reliability, and accountability: Expert
• Influence without authority: Expert
• Strong communication skills: challenges operational needs and converge to core model: Expert
• Synthesis capability: Expert

1. ITSM Knowledge at a confirmed level
2. Structured mindset, reliability, and accountability at an expert level
3. Influence without authority at an expert level
4. Strong communication skills to challenge operational needs and converge to core model at an expert level
5. Synthesis capability at an expert level