Business Relationship Manager


A business relationship manager is responsible for the day-to-day relationships with business stakeholders, ensuring consistency in engagement across the business.

At this role level, you will:

  • act as a translator and mediator between IT operations and the business

  • be the single point of contact for the business


Background Components

Description Background

Understands the principles of business and markets and has experience of relevant business sectors. Demonstrates up-to-date knowledge of the organisation’s business environment, organisational relationships, business processes, and reporting. Displays good inter-personal skills, demonstrating the ability to relate to customers and other stakeholders in their own language. Has project and/or change management experience on technology-based projects and/or programmes.

Prior Knowledge and Skills

Work Activity Components

Title Details

Content production

Creates draft materials that present information clearly, concisely and accurately in appropriate plain language, which meets the requirements of the audience(s) as clearly, simply and quickly as possible.

Implementation and controls

Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures.

Stakeholder engagement

Engages with customers and stakeholders in accordance with stakeholder engagement and communication plans.

Stakeholder feedback

Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management, and highlights issues which need to be addressed.

Develops and builds effective relationships

Works with customers and stakeholders, seeking to develop and enhance relationships

Business issues, change and escalation

Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.


Knowledge/Skills Components

Title Depth Details Type


Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly.

Behavioural Skills

Commercial Orientation

Understanding commercial considerations and ensuring alignment with them when making decisions or recommending actions.

Behavioural Skills

Customer Focus

Understanding the needs of the internal or external customer and keeping these in mind when taking actions or making decisions.

Behavioural Skills

Organisational Awareness

Understanding the hierarchy and culture of own, customer, supplier and partner organisations and being able to identify the decision makers and influencers.

Behavioural Skills

Cross-Functional and Inter-Disciplinary Awareness

Understanding the needs, objectives and constraints of those in other disciplines and functions.

Behavioural Skills

Interacting with People

Establishing relationships, contributing to an open culture and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different communities and cultures. Ability to adapt style and approach to meet the needs of different audiences.

Behavioural Skills


Working collaboratively with others to achieve a common goal.


Business Environment

Familiar with

The business environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners and competitors), in particular those aspects of the business that the specialism is to support (i.e. localised organisational awareness from a technical perspective).

Technical Knowledge and Skills

IT Environment

Familiar with

The IT environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular own organisation’s technical platforms and those that interface to them through the specialism, including those in closely related organisations.

Technical Knowledge and Skills


Aware of

A collection of methods, practises, tools and techniques, underpinned by the Agile Manifesto, that enable teams to deliver high value products and services in small, workable, increments. An Agile culture typically encompasses concepts such as Servant-Leaders; ceremonies, Stand-Ups, Sprints and Retrospectives; and the deployment of tools and techniques such as Backlogs and A/B Testing.

Technical Knowledge and Skills

Value Chain Concepts

Aware of

Identification and representation of the primary and support activities required to deliver a product or service in order to analyse aspects such as inefficiencies and costs.

Other Knowledge and Skills

Presentation Techniques

Familiar with

Methods and techniques for delivering effective and accessible presentations, either face-to-face or online within various contexts and to a variety of audiences.

Other Knowledge and Skills

Business Proposals

Familiar with

Methods and techniques for preparing and presenting business cases, requests for proposal (RFP) invitations to tender (ITT) and statements of requirements/work both verbally and in writing.

Other Knowledge and Skills

Risk Management

Familiar with

Methods and techniques for the assessment and management of business risk including safety-related risk.

Other Knowledge and Skills

Techniques for Effective Meetings

Familiar with

Methods and techniques for running effective meetings and for understanding and influencing the roles played by participants.

Other Knowledge and Skills

Project Planning and Control Techniques

Aware of

Methods and techniques associated with planning and monitoring progress of projects.

Other Knowledge and Skills

Training Activities

Training Components

Title Details

Account Management

Builds and maintains effective relationships with key customers, including the coordination and good management of all aspects of the supply of IT-enabled products and services to a customer.


Methods and techniques for managing (or facilitating) a meeting or group session (both face-to-face and online) and then through a series of planned activities the creation, by consensus, of products (e.g. lists of business issues, requirements, technical options, etc.).

Data Protection and GDPR

Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).

Change Management

Issues and strategies for the successful implementation of change within a business environment, for example Kotter’s 8 step process for leading change.

Negotiation Skills

The ability to identify common objectives and arrive at mutually acceptable agreements.

Security Awareness

Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.

Health and Safety

Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture.


PDA Components

Title Details


Standing in for supervisor or manager on a temporary basis during periods of absence.

Job Shadowing and Special Assignments

Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.

Research Assignments

Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management

Gaining Knowledge of Activities of Employing Organisation

Developing an understanding of the potentially diverse range of activities (service, governance, administrative, regulatory, commercial, charitable, industrial, etc.) undertaken by the employing organisation.

Gaining Knowledge of IT Concepts and Techniques

Undertaking study, learning and, where possible, practice in IT concepts and techniques external to own function.

Participation in Professional Body Affairs

Taking an active part in professional body affairs at branch, specialist group, committee or board level.

Negotiating and Influencing

Undertaking learning and practice of negotiating with and influencing others.


Qualification Components

Title Awarding Body

Registered IT Technician (RITTech)

BCS – The Chartered Institute for IT

BRMP Business Relationship Management Professional – Foundation

BRM Institute Business Relationship Management Institute

Local Change Agent Certification

APMG International

FEDIP Practitioner


Organisation Skills

Framework » Organisation
Category » Subcategory
Skill Name and Description Level

DDaT » IT Operations Job Family

IT Ops – Stakeholder relationship management (IT operations)

You can identify, analyse, manage and monitor relationships with and between stakeholders. You can clarify mutual needs and commitments through consultation and consideration of impacts. You can co-ordinate all promotional activities for one or more customers, to achieve satisfaction for the customer and an acceptable return for the supplier. You can assist the customer to ensure that maximum benefit is gained from the products and services supplied.

3 – Practitioner

You can influence stakeholders and manage relationships effectively. You can build long-term strategic relationships. You can facilitate and deliver business outcomes.

DDaT » IT Operations Job Family

IT Ops – User focus

You can identify and engage with users or stakeholders to collate user needs evidence, understand and define research that fits user needs and use quantitative and qualitative data about users to turn user focus into outcomes

2 – Working

You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.

DDaT » IT Operations Job Family

IT Ops – Asset and configuration management

You can track, log and correct information to protect assets and components.

1 – Awareness

You can track, log and correct information to protect assets and components.

DDaT » IT Operations Job Family

IT Ops – Business analysis (IT Operations)

You can visualise and articulate complex problems and concepts. You can apply logical thinking and solve complex problems. You can make disciplined decisions based on available information. You can gather and analyse information using comprehensive tools and techniques. You can use data to formulate both short-term day-to- day and long-term strategic plans. You can identify and analyse options and assess feasibility and operational impact. You can ensure that the business solution aligns with the vision, mission, objectives, strategy, business and user needs. You can identify a

2 – Working

You can investigate problems and opportunities in existing processes, and contribute to recommending solutions. You can work with stakeholders to identify objectives and potential benefits.

DDaT » IT Operations Job Family

IT Ops – Continual service improvement

You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where needed.

2 – Working

You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.

DDaT » IT Operations Job Family

IT Ops – Ownership and initiative

You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.

2 – Working

You can own an issue until a new owner has been found or the problem has been mitigated or resolved.

DDaT » IT Operations Job Family

IT Ops – Service focus

You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

2 – Working

You can take inputs and establish coherent frameworks that work.

DDaT » IT Operations Job Family

IT Ops – Service management framework knowledge

You can show an in-depth understanding of service management framework principles and processes. You can apply the technical knowledge in project or programme activities.

1 – Awareness

You have a Level 3 service management framework qualification.

DDaT » IT Operations Job Family

IT Ops – Service reporting

You can use management information to consolidate agreed Key Performance Indicators (KPIs) into product or service measures, to underpin the service management of a specific product or service.

2 – Working

You can produce relevant reports in a standard format and agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation of the data set.

DDaT » IT Operations Job Family

IT Ops – Strategic thinking

You can take an overall perspective on business issues, events and activities, and discuss their wider implications and long-term impact. You can determine patterns, standards, policies, roadmaps and vision statements. You can effectively focus on outcomes rather than solutions and activities.

2 – Working

You can work within a strategic context and communicate how activities meet strategic goals. You can contribute to the development of strategy and policies.

DDaT » IT Operations Job Family

IT Ops – Technical understanding

You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost- effective use of new and emerging tools and technologies.

2 – Working

You can understand the core technical concepts related to the role and apply them with guidance.

This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.

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