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Senior IT Business Relationship Manager

Primary Role Focus

The Senior IT Business Relationship Manager is accountable for leading other Business Relationship Managers, Application Support and Business Analyst personnel and liaising with other IT Support functions.  The primary focus of this position is to establish & maintain a strategic partnership between the business stakeholders and Information Technology teams that result in successful executable projects which are in full alignment with the business objectives and goals. The position will be required to create and foster positive relationships and develop a full understanding of core business processes, customers and product lines that will influence the development of Information Technology initiatives and investments that maximize profitability and efficiency.  This position reports to Senior Director, IT.

Key Tasks and Responsibilities

  • This role is required to perform a strong level of planning and requirements capture across diverse stakeholders with variable sets of business requirements and priorities. The quality of this can significantly affect the outcome of IT/department initiatives, and subsequently, the degree of IT and business alignment achieved
  • Support the development of an IT strategic plan ensuring business partners, IT staff and service providers are engaged in the planning process and development of the performance metrics to measure success
  • Liaise closely with Business Partners to identify business challenges and opportunities and develop joint business and IT plans
  • Perform oversight of the IT project portfolio, reporting the status, performance, and financial health to IT and business leadership based on those criteria or metrics that have been established (Balanced Scorecard and KPI’s)
  • Apply advanced business analysis, IT and problem solving skills to align Business Partner needs to the identification and delivery of technology solutions
  • Work with the key Business Partners, internal IT staff and end user representatives to understand the issues and priorities regarding the needs for IT services. Identify any barriers, and solution towards their removal, including any necessary changes in structures and systems
  • Work with Business Partners to facilitate development of solutions based upon requirements, determine impacted Lead the development of the Application Support and Development function, within IT, to address the needs of Business Partners
  • Develop and/or continuously improve processes, standards and guidelines required to support the efficiencies and effectiveness of the Application Support practice
  • Provide leadership to direct and indirect reports in the achievement of their accountabilities and accomplishment of IT goals
  • Provide thought leadership for continuous improvement, facilitate the setting for teamwork and performance, and foster continuous learning
  • Participate as a member of IT management team
  • Participate in various committees, industry associations, conferences and forums to ensure practices are aligned with industry best practices and to demonstrate thought leadership in the area of Business Relationship Management

Experience and Skills

  • Minimum of 18 years’ experience including progressive people leadership accountabilities, ideally with 8-10 years in IT/technical roles and 8+ years in business or non-IT function roles
  • Extensive knowledge of IT theories and principles including planning, customer service, systems development and project management methodologies
  • Experience in IT governance, portfolio management and/or business case development is an asset
  • Significant management experience, including management of financial and human resources
  • Good process skills to effectively implement and improve application support standards, workflow and best practices
  • Excellent change management skills and knowledge
  • Good partnership building and facilitation skills to help promote harmonious working relationship between business and IT; including conflict resolution and consensus building
  • Strong communication skills in effective listening, oral and written communication, as well as presentations

Education and Training

  • Bachelor's degree or diploma in IT and/or equivalent work experience
  • ITIL Foundations desirable


Core Values

  • Customer intimacy
  • Operational excellence
  • Innovation

Department Competencies

  • Sense of Urgency
  • Detail Orientated
  • Motivating Others 
  • Client Focus

Role Competencies

  • Strong communication ability with both technical and non-technical audiences
  • Energetic, solutions-focused and outcomes oriented
  • Willingness and desire to continuously learn about new technologies and acquire new knowledge
  • Tactical and strategic thinking ability
  • Problem solving in both a business and IT context
  • Building collaborative relationships that span functional and organizational lines
  • Competent in the art of negotiation in order to work with diverse stakeholders
  • Strong leadership skills to cultivate a high-performing team of staff and elicit cooperation

Technical Competencies

  • Proficiency with MS Office
  • Understanding of general IT principles including information management, Infrastructure and Service Delivery
  • Trend analysis and report development
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