Job Overview

The Business Relationship Manager (BRM) is responsible for fostering strong relationships between the Information Services (IS) department and hospital, clinic, and facility leadership. The BRM serves as the primary point of contact for business leaders, ensuring alignment between IS initiatives and business objectives, as well as facilitating communication regarding IS processes, incidents, requests, and projects. The role involves maintaining effective communication, understanding operational needs, and helping to manage the IS impact on business operations.

Key Responsibilities

Relationship Management

 

Act as the primary IS Business Partner for Hospital, Clinic, and Facility Leaders.

 

Participate in Tier 2/3 Safety Huddles, SLT/Operations Meetings, and similar forums to ensure alignment with business leaders.Conduct regular leader rounding to build and maintain strong, face-to-face relationships with facility leaders.Conduct departmental and clinical rounding to identify opportunities for IS improvements.Educate business teams on IS processes, procedures, and best practices, ensuring adherence to standard IS processes.Provide facility leaders with updates on current and future IS initiatives, including semi-annual presentations (e.g., COO Roadshow).Maintain ongoing relationships with all IS teams to understand the impact of IS work on the business.Incident, Request, Problem, and Major Incident ManagementServe as the primary IS point of contact (POC) and escalation point for business leaders on incidents, requests, and issues.Gather information before escalating issues to IS teams, ensuring effective communication and problem resolution.Represent both IS and the business during Major Incidents (MIs), ensuring the business is informed of IS impacts and updates.Assist in communications related to major incidents, providing feedback on MI communications and participating in customer bridge calls as necessary.Partner with support teams on Acute Problem Management (APM) efforts and provide business updates on progress.Demand and Project ManagementEducate business leaders on how to submit IS demands using the IS Demand Process Guide.Attend demand and project-related meetings, providing insights and updates to the business.Escalate business concerns regarding demands and projects to IS planners or project managers (PMs).Participate in onsite walkthroughs, meetings, and workshops related to IS demands or projects, as applicable.Engage in project go-lives, ensuring business needs are addressed during implementation.Change ManagementAttend change-related meetings (e.g., CAB) when necessary.Communicate impactful changes to the business and assist in the redistribution of change communications.Work with IS teams to ensure changes are scheduled appropriately, considering facility operations and minimizing disruption.Budget ManagementActively participate in facility OPEX budget planning, helping guide the IS facility budget.Update and share budget worksheets for IS OPEX items with relevant teams, ensuring accurate financial forecastingMeet regularly with facility CFO and financial teams to review IS spend versus budget.Complete Monthly/Quarterly Financial Attestations where applicable.Vendor ManagementEnsure successful delivery of services from IS vendor partners, including MSPs and hardware vendors.Communicate IS vendor technology needs/changes to the business, ensuring proper alignment.Assist with obtaining quotes for services and hardware from vendors and communicate those to business leaders.Attend business review meetings with vendors and report relevant updates to the IS team.Administrative Functions and Team ManagementParticipate in daily team huddles to stay aligned and informed.Contribute to and support the team’s operational needs, including status reporting and coordination with other IS teams.Assist in administrative functions such as time and expense reporting, as well as meeting participation (e.g., MOR, MRR).

Key Competencies

Customer Focus:  Ability to understand the needs of business leaders and provide guidance on IS solutions that support operational goals.Collaboration:  Strong team player, able to work across functions and levels to achieve common objectives.Communication:  Clear and effective communicator, able to translate complex technical information into understandable terms for business leaders.Problem-Solving:  Adept at identifying problems and working collaboratively to find solutions.Time Management:  Effective at prioritizing tasks and managing multiple responsibilities simultaneously.

Working Conditions

Full-time position with occasional on-call responsibilities for incident management or project go-livesPrimarily onsite with occasional opportunities for remote work, depending on business needs and the nature of the tasks at handSome travel may be required to attend onsite meetings, training, or other business needs.

Preferred Skills and Qualifications

Bachelor's degree or equivalent experience in Information Technology, Business Administration, or a related field.Minimum of 5 years of experience in IT, IS, or a related field, with a focus on business relationship management or client services.Strong communication and interpersonal skills, with the ability to influence and collaborate across various levels of the organization.Ability to understand and navigate complex technical systems and their impact on business operations.Experience with incident management, project management, and change management processes.Financial acumen, with experience managing budgets and working with financial teams.Strong problem-solving skills and the ability to manage multiple competing priorities.Experience working in healthcare IT environments.Familiarity with IS demand management, project management, and service delivery frameworks.Knowledge of common IS systems and tools (e.g., ServiceNow, M365, etc.).

Minimum Skills and Qualifications

Bachelor's or 4 years of work experience above the minimum qualification5 Years of Experience