IT Manager - Business Relationship Management

Job-:
Information Technology

Location:

Grand Rapids, MI, United States

Schedule:

Full time Posted:
Closes:

Job Summary:

The IT Manager - Business Relationship Management leads National IT’s customer-facing intake and governance process for project demand, software and contractor requests. The position serves as a trusted advisor to business leaders, translates initial requests into complete and accurate requirements, and guides requests through security, governance, legal, procurement, identity and access, and other required reviews. The Manager leads Relationship Managers and Business Analysts, establishes service standards, monitors request performance, and coordinates effective handoffs to delivery teams.

The position also supports demand planning, prioritization, budgeting, stakeholder communication, and continuous improvement across the business relationship management function.

Job Duties:

Leads the business relationship management function from request intake through approval and handoff for delivery

Builds and maintains relationships with business leaders and executive stakeholders

Serves as a primary contact for business technology requests and stakeholder concerns

Anticipates business technology demand and aligns requests with firm priorities

Establishes service standards for request acknowledgment, communication, status updates, and escalation management

Educates business units about IT capabilities, processes, governance requirements, and service constraints

Directs team activities that convert initial request information into complete and accurate business, technical, financial, and operational details

Coordinates required reviews and approvals across security, governance, legal, procurement, identity and access, architecture, and portfolio management functions

Directs Business Analysts in requirements gathering, business-case development, process documentation, and project charter preparation

Provides cost-benefit and business-case analysis that supports request prioritization

Supports annual IT planning and budgeting for assigned business areas

Tracks request-related spending and communicates financial information to stakeholders

Reviews and improves request intake, discovery, requirements-gathering, governance, documentation, and handoff processes

Tracks request cycle time, request aging, approval status, and stakeholder satisfaction

Uses performance data to identify process improvements and service risks

Coordinates handoffs with delivery, security, procurement, legal, identity and access, architecture, and other IT teams

Escalates conflicts, delays, risks, and unresolved stakeholder concerns to the Director of Enterprise Portfolio Management Other duties as required

Supervisory Responsibilities:

Supervises Relationship Managers and Business Analysts, including hiring, onboarding, goal setting, performance management, and career development

Allocates team capacity and assigns work across relationship management and business analysis activities

Establishes standards for request intake, discovery, requirements documentation, stakeholder communication, and governance coordination

Provides coaching, mentoring, and functional leadership to support consistent team performance

Monitors team workload, service quality, request completion, and stakeholder communication

Qualifications, Knowledge, Skills, and Abilities:

Education:

High school diploma or GED, required Bachelor’s degree in Business Administration, Information Systems, Computer Science, or Information Technology, required

Experience:

Six (6) or more years of experience in business relationship management, business analysis, IT portfolio management, PMO operations, program management, or technology operations, required

Two or more years of experience supervising, leading, or mentoring employees, required

Experience managing request intake and governance processes involving security, architecture, legal, procurement, and portfolio management reviews, preferred

Experience working in a professional services organization, preferred

Experience with software onboarding, contractor onboarding, SaaS procurement, or vendor contract review, preferred Previous experience working in a professional services firm, preferred

License/

Certifications:

Business Relationship Management Professional certification, preferredITIL Foundation or ITIL 4 Business Relationship Management certification, preferred

Certified Business Analysis Professional certification, preferred

Project Management Professional…