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Business Relationship Management

1 month ago

Burnaby, Canada PHSA Full time

**Business Relationship Management (BRML)**

PHSA Corporate

Burnaby, BC

In accordance with the Mission, Vision and Values and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA’s Agencies/Divisions/Services, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Manager Client Services, the BRML establishes and manages relationships across assigned areas within VCH, PHSA and PHC (VPP) ; acts as an advocate on the customers behalf to address their needs, identify service improvement opportunities and ensure services meet their priorities; serves as a trusted advisor and a key point of contact for their clinical, business, and IT stakeholders; and proactively engages and communicates with stakeholders regarding service changes, requirements, and challenges.

**What you’ll do**
- Provides leadership in the management of strategic development aligned to clinical and business best practices; leads the development of technology roadmaps; and supports the implementation of technology solutions, new services and change management initiatives.
- Manages assigned portfolio projects including tracking progress and providing direction to project team members and / or contractors.
- Builds presentations and leads engagement and communications with executives, clinical and business leaders, project managers, and other stakeholders to ensure awareness of progress, risks, and results.
- Establishes and manages relationships between IMITS Client Services and senior management, customers, service providers and other stakeholders throughout the organizational hierarchy
- Negotiates and/or develops proposed changes to service provider’s contract scope. Ensures client engagement for cases where decisions directly affect the services received by the client.
- Participates in advisory groups, special task groups, and strategic planning teams providing independent strategic business and change management advice. Advocates for the organization’s interests, and influences change and assesses trends.
- Develops metrics used to track value delivery including Service Level Agreements (SLA)/ Service Level Objectives (SLO)/ Operational Level Agreements (OLA) and reports on key performance metrics.
- Identifies process improvements to ensure that the services provided by the Client Services team are effective and efficient and meet the needs of the client. Recommends solutions and participates in the development of related tools.
- Provides leadership, mentorship, advice, and/or guidance to the IMITS client services team and their service providers.
- Performs other responsibilities as assigned, including overnight travel.

**What you bring**

**Qualifications**:

- A level of education, training and experience equivalent to a Bachelor’s degree in business administration or related discipline. A minimum of five (5) years of progressive leadership experience in health care or a related environment working with client executives. BRMP Certification or equivalent experience and knowledge of Business Relationship Management and, Information Technology Infrastructure Library (ITIL).
- Exceptional leadership skills
- Excellent communication skills including the ability to facilitate, negotiate and collaborate to solve business problems.
- Excellent organizational skills including the ability to meet deadlines and prioritize workload to meet departmental and customer requirements.
- Excellent presentation skills with the ability to swiftly shift approach based on audience.
- Demonstrated business/technology analytical skills
- Ability to establish and maintain effective relationships with a broad array of internal and external stakeholders.
- Proven ability to resolve day-to-day operational issues and take prompt actions on addressing customer inquiries.

Skills & Knowledge
- Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).

**What we bring**

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too - offering health, wellness, development programs to support you - at work and at home.
- Join one of BC’s largest employers with province-wide programs, services and operations - offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
- Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigeno