ITSM Business Relationship Manager (BRM)

Context

The Business Relationship Manager (BRM) acts as the primary service provider-facing entry point for a defined scope, ensuring the service provider’s needs are captured, clarified, consolidated, and aligned with platform priorities and governance mechanisms in the context of an ITSM transformation.

Missions

• Act as guardian of the service delivery by building and maintaining strong relationships with service provider stakeholders across the assigned scope.
• Capture, clarify, and consolidate business needs, pain points, and expectations.
• Support demand shaping and stakeholder alignment before formal intake to 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.
• Collaborate 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 the 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.

1. Between 7 and 15 years in ITSM roles with a proven track record in operations, process management and/or transformation initiatives
2. Proven experience in business relationship management, demand management, or a similar customer-facing IT governance role
3. Strong ability to capture business needs and translate them into structured inputs suitable for governance and delivery teams
4. Good understanding of platform capabilities, governance mechanisms, and delivery constraints (ideally in a ServiceNow-enabled environment)
5. Stakeholder management skills, including influence, facilitation, and negotiation
6. Fluent in English and French, both written and spoken
7. Strong communication skills (written and verbal), with the ability to align diverse stakeholders around shared outcomes
8. Analytical and synthesis capability to consolidate multiple demands and identify themes, dependencies, and impacts
9. Strong interpersonal skills and empathy
10. Clear communication and diplomacy
11. Collaboration and teamwork
12. Influence without authority
13. Structured mindset, reliability, and accountability
14. Adaptability and resilience in a changing, fast-paced transformation context