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The role of Business
Relationship Management, or the Business Relationship Manager (BRM),
is an emerging role in Information Technology (IT) organizations. The
BRM is a liaison between IT and the business. The BRM has significant
knowledge in subject matters pertaining to both IT and the business.
The BRM is responsible to understand the business, assist in the
prioritization of projects, ensure that projects align with the
technology that best provides maximum return on investment, and
direct IT strategy in support of the overall business strategy.
Business Relationship
Management differs from Customer Relationship Management (CRM) in
that BRM is an advocate for the business within IT without the
external influences to sell product and keep a deal going. Also, the
BRM is an employee of the same company as the business and IT
organizations that are supported. The CRM is an employee of a third
party company with different motivations for a different bottom line.
Responsibilities
Responsible (Fulfills the task independently)
Pre-project business
solution design
Has relationship with
internal technology teams
Has relationship with
external technology vendors
Identifies
opportunities for operational efficiency
Service Level
Agreement (SLA) negotiations
Overall solution
delivery (project progress)
Project issue
resolution
Develop long-range
technology strategies
Consultant
(Advises on the task)
Participates in
technology aspects of business-sponsored RFx's
Evaluate project
objectives
Project
prioritization
Gains understanding
of business strategies
Gathers information
on competitor technology
Stays abreast of
industry trends in the business and technology
Has relationship with
research firms
Key Role Interactions
Business Partners
The BRM works with the business at several
organizational levels. The BRM will work with business area teams to
understand project requirements, shape the initial project request,
and provide a high-level estimate of the project effort and costs
used in cost-benefit analysis. The BRM will regularly report back to
business managers on the status of projects.
Application Architects
Early in the process, the BRM works with the
architects to discuss potential solutions that match the business
strategy with the technology strategy. The architects will also
provide consulting on additional costs due to additional equipment or
increased capacity requirements.
Project Managers
Early in the process, the BRM works with the PM's to
discuss staffing needs, high-level timelines, and the associated
cost. Throughout a project, the BRM will stay informed on the project
status in order to provide business managers with regular status.
Occasionally during the project, the BRM will be used in a
facilitation role when an impasse between the technology team and the
business team occurs.
Finance Managers
The BRM may also need to work and supply information
through to either a dedicated IT Finance team or to Management
Accountants within the Finance Function. This can cover involvement
in the Organisation's annual planning process (The Budget), updates
to forecasts, down to providing updates from IT Department &
Project managers in helping analysis of IT spend to date.
Professional Skills
The BRM needs to have subject matter expertise in
both the business and technology. As such, it is not possible for the
BRM position to be an entry-level position. Rather, this position
requires the ability to understand the business sufficiently to
communicate the importance of projects to the technology teams, as
well as to understand the technology sufficiently to communicate the
complexity in simple terms for the business.
"Additionally, attention to detail and good
analytic skills are important because there are always a lot of
interdependencies, and even a simple change could affect other
applications or parts of the infrastructure."
nterpersonal Skills
The BRM "straddle IT and business with these key
skills:
Communication
Presentation
Critical Thinking
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