Business Relationship Manager

1 week ago

Wilmington, United States ChristianaCare Full time

Do you want to work at one of the Top 100 Hospitals in the nation? We are guided by our values of Love and Excellence and are passionate about delivering health, not just health care. Come join us at ChristianaCare

ChristianaCare Offers:

  • Full Medical, Dental, Vision, Life Insurance, etc.
  • Two retirement planning offerings, including 403(b) with company contributions
  • Generous paid time off with annual roll-over and opportunities to cash out
  • 12 week paid parental leave
  • Tuition assistance
  • Incredible Work/Life benefits including annual membership to access to backup care services for dependents through retirement planning services, financial coaching, fitness and wellness reimbursement, and great discounts through several vendors for hotels, rental cars, theme parks, shows, sporting events, movie tickets and much more

PRIMARY FUNCTION:

The Business Relationship Manager (BRM) is a seasoned contributor, leader and influencer able to equally represent and perpetuate both the needs of their business customers and the IT organization. They:

  • Are a connecting point for business customers linking them to appropriate IT services, processes, and subject matter expertise.
  • Are concise communicators, ensuring that business customers are informed of changing IT capabilities, statuses of key initiatives, relevant decisions/outcomes and priorities.
  • Are a guide for business customers to navigate IT policies, and IT project related processes (governance, security, contracting, etc)
  • Are a partner to assigned customer group leaders, working to assist in identifying and developing IT needs for key business initiatives
  • Are a representative of assigned customer group needs to the IT organization and governance entities.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • To the Enterprise
    • Intake customer initiatives objectively and per strategic priorities/goals: customer needs are understood by IT, IT needs/capabilities are understood by the customer, and the organization's needs (systems thinking) are considered by all.

  • To the Assigned Customer Group Leaders
    • Provide regular high-level status updates on projects of interest and those initiated by customer. The BRM should be involved enough to understand progress, risks, issues, actions, etc.; however, they should NOT be considered a project participant/manager.
    • Provide status on specific escalations by customer relating to specific requests and tickets. The BRM should be involved enough to understand progress, risks, issues, actions, etc.; however, they should NOT be considered a participant or leader for ticket or request resolution.
    • Connect the customer to appropriate IT services/systems, and IT subject matter expertise.
    • Responsible to the customer for the communication of performance data and SLA's and escalation of performance issues of supported IT systems and services. Ensure feedback from the customer will be conveyed to service owners (and or appropriate senior IT leaders).

  • To the IT Organization
    • Provide customer key initiatives, intentions and strategies in the near, mid and long term.
    • Synthesize customer initiatives that meet IT concept criteria ensuring the expeditious movement of these initiatives through intake processes.
    • Develop rapport with the customer so that the BRM is a key confidant to the customer where it relates to IT service performance, concerns and needs.
    • Connect business customer strategy to IT strategy.
    • Direct IT personnel to appropriate customer resources and their functions as needed.
    • Ensure the customer understands and follows established IT policies and procedures.

EDUCATION AND EXPERIENCE REQUIREMENTS:

  • Bachelor's degree in computer science, business administration, or closely related discipline, or commensurate academic & work experience.
  • 10+ years of experience in Information Technology, IT service delivery or relevant equivalent area.
  • ITIL certification(s) preferred.
  • Strong understanding of hospital or health system operations, financials and administration.

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