IT Manager - Business Relationship Management

BDO USA

About The Position

The IT Manager - Business Relationship Management leads National IT’s customer-facing intake and governance process for project demand, software requests, and contractor requests. The role serves as a trusted advisor to business leaders, translates initial requests into complete and accurate requirements, and guides requests through required security, governance, legal, procurement, identity and access, architecture, portfolio management, and other reviews. The Manager leads Relationship Managers and Business Analysts, establishes service standards, monitors request performance, and coordinates handoffs to delivery teams. The position also supports demand planning, prioritization, budgeting, stakeholder communication, and continuous improvement across the business relationship management function. The Manager supervises Relationship Managers and Business Analysts, including hiring, onboarding, goal setting, performance management, and career development. The role allocates team capacity, assigns work, establishes standards for intake and governance coordination, and provides coaching and functional leadership to support consistent performance.

Requirements

High school diploma or GED required.
Bachelor’s degree in Business Administration, Information Systems, Computer Science, or Information Technology required.
Six 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.
Proficiency with Microsoft Office Suite required.
Excellent interpersonal, stakeholder engagement, and customer service skills.
Ability to translate incomplete business input into clear requirements, documented decisions, and actionable next steps.
Ability to establish clear expectations with senior stakeholders and business leaders.
Strong attention to detail and commitment to accurate request documentation.
Team-building, coaching, delegation, and people leadership skills.
Ability to manage multiple complex requests, competing priorities, and time-sensitive reviews.
Ability to facilitate meetings that produce clear decisions, owners, deadlines, and follow-up actions.
Clear and professional written and verbal communication skills.
Ability to analyze request data, service metrics, business cases, and process performance.
Ability to resolve conflicts through collaboration, escalation, and structured decision-making.

Nice To Haves

Experience managing request intake and governance processes involving security, architecture, legal, procurement, and portfolio management reviews.
Experience working in a professional services organization or firm.
Experience with software onboarding, contractor onboarding, SaaS procurement, or vendor contract review.
Business Relationship Management Professional certification.
ITIL Foundation or ITIL 4 Business Relationship Management certification.
Certified Business Analysis Professional certification.
Project Management Professional certification.
Experience using workflow, reporting, dashboard, or project portfolio management tools.
Experience using an enterprise request intake or IT service management platform, such as ServiceNow.

Responsibilities

Lead the business relationship management function from request intake through approval and handoff for delivery.
Build and maintain relationships with business leaders and executive stakeholders.
Serve as a primary contact for business technology requests and stakeholder concerns.
Anticipate business technology demand and align requests with firm priorities.
Establish service standards for request acknowledgment, communication, status updates, and escalation management.
Educate business units about IT capabilities, processes, governance requirements, and service constraints.
Direct team activities to convert initial request information into complete business, technical, financial, and operational details.
Coordinate required reviews and approvals across security, governance, legal, procurement, identity and access, architecture, and portfolio management functions.
Direct Business Analysts in requirements gathering, business-case development, process documentation, and project charter preparation.
Provide cost-benefit and business-case analysis to support request prioritization.
Support annual IT planning and budgeting for assigned business areas.
Track request-related spending and communicate financial information to stakeholders.
Review and improve request intake, discovery, requirements gathering, governance, documentation, and handoff processes.
Track request cycle time, request aging, approval status, and stakeholder satisfaction; use performance data to identify process improvements and service risks.
Coordinate handoffs with delivery, security, procurement, legal, identity and access, architecture, and other IT teams.
Escalate conflicts, delays, risks, and unresolved stakeholder concerns to the Director of Enterprise Portfolio Management.
Supervise Relationship Managers and Business Analysts, including hiring, onboarding, goal setting, performance management, and career development.
Allocate team capacity and assign work across relationship management and business analysis activities.
Establish standards for request intake, discovery, requirements documentation, stakeholder communication, and governance coordination.
Coach, mentor, and provide functional leadership to support consistent team performance.
Monitor team workload, service quality, request completion, and stakeholder communication.
Perform other duties as required.