Sr. Business Relationship Manager

1 week ago

Columbia, United States Enterprise Community Partners Full time

Enterprise is a national nonprofit that exists to make a good home possible for the millions of families without one. We support community development organizations on the ground, aggregate and invest capital for impact, advance housing policy at every level of government, and build and manage communities ourselves. Since 1982, we have invested $72 billion and created 1 million homes across all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands - all to make home and community places of pride, power and belonging.

Join us at enterprisecommunity.org

Working at Enterprise

At Enterprise, you'll be part of a diverse, committed team making a difference every day. You will collaborate with some of the smartest minds and biggest hearts in our field. You'll be empowered to drive systems change and take bold steps to advance racial equity. And you will find a career home where you're valued and supported in your growth journey.

Enterprise offers career opportunities in our offices across the country with anexceptional benefits package.

Job Description Summary

Responsibilities

Act as a Relationship Manager
* Build strong, collaborative relationships with business clients
* Build strong, collaborative relationships with IT service owners
* Track client satisfaction with services provided
* Continuously improve, based on feedback from clients

Act as Strategic Consultant and Trusted Advisor
* Leverage experience, communication skills, and relationship building to become a trusted advisor to leadership of business clients
* Work with and influence stakeholders up to the level of President and the C-Suite to formulate strategies and gain alignment on road maps for IT Services and Solutions that support their businesses

Communicate With Business Stakeholders
* Ensure that effective communication occurs related to service delivery and project delivery (e.g. planned downtime, changes, open tickets)
* Manage expectations of multiple business stakeholders
* Provide a clear point of contact within IT for each business stakeholder
* Act as a bridge between IT and the business
* Serve as a conduit for conveying the strategy of business clients to IT leadership

Service Delivery
* Understand at a high level the services and technologies in use
* Work with clients to plan and make sure they understand the relevance and impact of IT changes to their operations
* Define, agree to, and report on key service metrics
* Act as an escalation point for major issues with any aspect of service delivery
* Work with service owners to develop and monitor service improvement plans
* Act as a resource facilitate business leadership and IT leadership to plan and gain approval for the construction of new services

Project Delivery
* Ensure that the project teams provide regular reports regarding project status, issues, and changes
* Work with project managers and clients to ensure projects requirements are well understood and documented and approved by all stakeholders
* Ensure that the project teams provide key project metrics on a regular basis to all relevant stakeholders

Knowledge of the Business
* Understand the main business activities for each department
* Understand which IT services are required to complete each business activity
* Understand business processes and associated business activities for each user group within a department
* Understand the strategy and objectives for each business client

Advocate for Your Business Clients
* Act as an advocate for the client - be invested in client success
* Understand the strategies and plans of the clients and help develop an IT strategic plan/roadmap that maps to business strategies
* Help the business understand project governance processes
* Help clients to develop proposals and advance them through the project intake and assessment process

Influence Business and IT Stakeholders
* Influence business and IT stakeholders at multiple levels of the organization in order to help clients achieve their business objectives
* Leverage existing relationships to convince decision makers to move forward with business and IT initiatives that will benefit the department and the organization as a whole
* Understand and solve issues and challenges such as differing agendas, political considerations, and resistance to change

Knowledge of the Market
* Understand the industry - trends, competition, future direction
* Leverage what others are doing to bring innovative ideas to the organization
* Understand what end customers expect with regards to IT services and bring this intelligence to business leaders and decision makers

Value Creator
* Understand how services currently offered by IT can be put to best use and create value for the business
* Work collaboratively with clients to define and prioritise technology initiatives (new or enhanced services) that will bring the most business benefit
* Lead initiatives that help the business achieve or exceed business goals and objectives
* Lead initiatives that create business value (increased revenue, lower costs, increased efficiency) for the organization
* Operate and improve the Demand Management process as the facilitator of understanding the value of proposed initiatives and drive the creation of business cases for presentation to top management

Innovator
* Lead initiatives that result in new and better ways of doing business
* Identify opportunities for using IT in new and innovative ways to bring value to the business and drive the business forward
* Leverage knowledge of the business, knowledge of the industry, and knowledge of leading edge technological solutions to transform the way the business operates and provides services to its customers

Job Description

Qualifications, Education, and Experience

  • 5+ years in role at Management Level in IT, program management, or business domain to be served by BRM position
  • 3 - 5 years of IT Project Management
  • Bachelor's degree in a relevant business or technology discipline
  • A leader who has worked in a business-facing IT organization with demonstrated experience in partnering with business stakeholders
  • Experience collaborating with management at the level of Presidents and the C-Suite
  • BRM, PMP, and/or ITSM certification preferred

Skills

  • Able to work with senior leadership to influence the status quo
  • Offers constructive suggestions and acts as a trusted advisor to the business
  • Highly motivated and self-directed; able to effectively prioritize and execute while under pressure
  • Strong customer service orientation
  • Experience working in a team-oriented, collaborative environment
  • Empathetic and with strong interpersonal skills; able to influence, negotiate and resolve conflict
  • Proven ability to communicate and explain complex issues in clear, concise, persuasive language both verbally and in writing
  • Highly adaptable and flexible; able to adjust quickly to new situations and changing priorities
  • Able to offer creative, innovative, and strategic solutions to business challenges
  • Facilitate and influence end to end engagement to achieve desired business outcomes
  • Experience collaborating with management at the level of Senior Vice Presidents, Presidents, and the C-Suite
  • Experience guiding a discussion about a business process along with the ability to model the process using standard business process modelling flow charts preferred.

Knowledge

  • Excellent understanding of one or more business areas and a comprehensive understanding of the IT organization
  • Demonstrated knowledge of change management involving business processes and organizational change
  • Demonstrated knowledge of core business processes and operations
  • Demonstrated knowledge of strategic use of technology to optimize business objectives
  • Understand and able to communicate core concepts and lifecycle of IT lines of service (e.g. hardware, software, security, project management)
  • Understand and able to communicate complex business requirements to the technology teams
  • Understand and able to communicate technology fundamentals to business teams
  • Proven experience facilitating identification of creative solutions
  • Proven experience conducting business analysis and soliciting, understanding, and verifying business requirements
  • Able to communicate up and down the management chain, providing the appropriate message to the audience
  • Ability to construct persuasive, fact-based business cases that outline for initiatives under consideration their description, cost, value, timeline, and necessary resources.

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