Business Relationship Manager

5 months ago


Kitchener, Canada Region of Waterloo Full time

**Job Req ID**:628**Department**:Information Technology Services Planning and ProjeBusiness Relationship Manager

**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.The Role
Creates and maintains 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. Assists with IT portfolio management through the project management office.
Duties/Responsibilities
Builds and maintains strategic partnerships between the Division and assigned client programs/ departments, and guides other ITS staff and clients for same, including assessing requirements for additional services. Advises clients on effective use of technology to meet operational objectives, while also meeting the Division’s strategic direction. Acts as the strategic contact for clients regarding the Division’s services and products. Recommends and assists with implementing technology solutions. Advocates within the Division on behalf of clients, and identifies opportunities to connect clients with technology and external providers for improving operational efficiency and service delivery.
- Leads, coordinates, and facilitates teams made up of divisional staff, clients, and external partners for cross-divisional and cross-jurisdictional initiatives. Identifies opportunities to improve work processes and procedures, and assigns, coordinates, and monitors projects/work. Assists clients through the intake process and governance model (project inception, through corporate prioritization and completion).
- Develops, implements, coordinates and manages service level agreements with clients. Monitors service levels with other management, to ensure resources are assigned to achieve objectives.
- Identifies and measures client satisfaction, and identifies and recommends continuous improvement opportunities. Monitors and reports on achievement of service level agreements. Consults and liaises between clients and other divisional staff to prevent/ resolve escalated issues.
- Assists clients to negotiate contracts and agreements with vendors for products and services. Negotiates (as required) for contracted services and develops statements of work with clients.
Additional Duties/Responsibilities
Informs clients and other staff regarding corporate information technology strategy and principles, processes, policies (including acquisitions), and standards, and assists others to comply.
- Assists to maintain the project management office and resource deployment model. Guides, assists, and informs staff on project management methods.
- Assists clients to plan, organize, and conduct studies to identify opportunities to use technology to provide added value to the business. Provides guidance on how to leverage existing corporate solutions into the business.
- Researches and evaluates new technologies and their integration/ alignment with the information technology strategic direction. Keeps knowledge current on existing and emerging technology within client programs, and within other business and government tiers. Assists to develop and provide high level cost/ benefit estimates for same, including identifying alternatives and making recommendations, ensuring technology-related decisions will not unexpectedly impact customer service or the cost of providing service.
- Reviews existing and proposed solutions across departments to eliminate duplication, leverage existing solutions, ensure compliance with the enterprise plan, and meet goals and objectives.
- Provides status updates and information to project teams and stakeholders, including the departmental leadership team.
- Assists to implement divisional policies, processes, and standards, and ensure own and others’ compliance.
- Provides input for the divisional budget. Assists to maintain hardware and software inventories. Assists to prepare requests for proposals and select vendors. Reviews contracts for hardware, software, and service contracts. Has signing authority as delegated. Assists clients to prepare information technology budgets and reserves for products and services.
- Chairs/ participates on working groups and committees with area municipalities, the Province, and other agencies. Negotiates contr


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