IT Manager - Business Relationship Management

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, preferred
- ITIL Foundation or ITIL 4 Business Relationship Management certification, preferred
- Certified Business Analysis Professional certification, preferred
- Project Management Professional certification, preferred

Software:

- Proficiency with Microsoft Office Suite, required
- Experience using workflow, reporting, dashboard, or project portfolio management tools, preferred
- Experience using an enterprise request intake or IT service management platform, such as ServiceNow, preferred

Other Knowledge, Skills, & Abilities:

- Demonstrates excellent interpersonal, stakeholder engagement, and customer service skills
- Translates incomplete business input into clear requirements, documented decisions, and actionable next steps
- Establishes clear expectations with senior stakeholders and business leaders
- Maintains strong attention to detail and promotes accurate request documentation
- Demonstrates team-building, coaching, delegation, and people leadership skills
- Manages multiple complex requests, competing priorities, and time-sensitive reviews
- Facilitates meetings that produce clear decisions, owners, deadlines, and follow-up actions
- Communicates clearly and professionally in written and verbal formats
- Analyzes request data, service metrics, business cases, and process performance
- Resolves conflicts through collaboration, escalation, and structured decision-making

Individual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate’s qualifications, experience, skills, and geography.

National Range: $135,000 - $165,000
Maryland Range: $135,000 - $165,000
NYC/Long Island/Westchester Range: $135,000 - $165,000