Business Relationship Manager

2 weeks ago

Kitchener, Ontario, Canada Region of Waterloo Full time

Our Story:


Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving, and sustainable region of connected rural and urban communities with global reach.

Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect, and innovation.

This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people's lives through the work that we do. We are looking for people like you to help make it happen.

Our Team:


The Information Technology Services (ITS) team is a dedicated group of professionals delivering technology service and guidance to a very broad range of clients across the Region.


As a member of the ITS Planning and Projects team, you will work with business teams as they make their strategic plans and roadmaps, identifying technology opportunities to improve how the Region delivers our services.

Take your planning, analysis, and project experience to the next level, as you help to align business and organizational priorities and provide input to shape initiatives, ensuring technology meets the needs of business teams and processes.


We are passionate about what we do, so if you share our passion, then come join our team as we tackle the challenges and reap the rewards of the fast-paced and ever-changing world of technology.


The Opportunity:


Reporting to the Manager, Information Technology Services, Planning and Projects you will get to create and maintain strategic partnerships (with a corporate business perspective) between the Division and client departments to identify, recommend, articulate the value of, and implement technology solutions to support corporate and departmental strategic goals.

You will also assist with IT portfolio management through the project management office.

  • You will build and maintain strategic partnerships between the Division and assigned client programs/ departments, and guide other ITS staff and clients for same, including assessing requirements for additional services. Advise clients on effective use of technology to meet operational objectives, while also meeting the Division's strategic direction.
  • You will be the strategic contact for clients regarding the Division's services and products, recommend and assist with implementing technology solutions and be the advocate within the Division on behalf of clients, to identify opportunities to connect clients with technology and external providers for improving operational efficiency and service delivery.
  • You will lead, coordinate, and facilitate teams made up of divisional staff, clients, and external partners for crossdivisional and crossjurisdictional initiatives to identify opportunities to improve work processes and procedures.
  • You will develop, implement, coordinate and manage service level agreements with clients, monitor service levels to ensure resources are assigned to achieve objectives.
  • You will identify and measure client satisfaction and continuous improvement opportunities, and monitor and report on the achievement of service level agreements.
  • You get to consult and liaise between clients and other divisional staff to prevent/ resolve escalated issues and assist clients to negotiate contracts and agreements with vendors for products and services.
  • You will inform clients and other staff regarding corporate information technology strategy and principles, processes, policies (including acquisitions), and standards, and assist others to comply with and maintain the project management office and resource deployment model.
  • You will assist clients to plan, organize, and conduct studies to identify opportunities to use technology to provide benefits to the business and provide guidance on how to leverage existing corporate solutions.
  • You will research, evaluate and stay up to date with new technologies and their integration/alignment with the information technology strategic direction, and assist to develop and provide high level cost/ benefit estimates for same, including identifying alternatives and making recommendations, ensuring technologyrelated decisions will not affect customer service or the cost of providing service.
  • You will review existing and proposed solutions across departments to eliminate duplication, leverage existing solutions, ensure compliance with the enterprise plan, and meet goals and objectives.
  • You will chair or participate in working groups and committees with area municipalities, the Province, and other agencies, negotiate contracts with consultants and contractors, and resolve issues regarding products and services.
  • Performs related duties, as required.
  • Knowledge of planning and designing information technology architectures, systems development methods, project an

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