Strategic Business Liaison Specialist

As a Business Relationship Manager, you will play a key role in fostering strong connections between our organization and various stakeholders. Your primary responsibility will be to act as the main liaison between IT and business units, ensuring seamless collaboration and effective communication.

You will identify and develop a thorough understanding of business strategies, customer needs, and user requirements. This knowledge will enable you to provide expert advice on service delivery and ensure that our organization's goals are met.

Your expertise will also involve monitoring business outcomes and service value, guaranteeing that services and users are working at their intended potential. You will regularly sample customer experiences, providing feedback on issues or improvements and driving customer surveys to analyze and implement necessary changes.

You will work closely with project teams to facilitate service testing and pilots, while also collaborating with product managers to ensure the most suitable combination of lines of service and service level packages is present in the service catalog.

Main Responsibilities:

• Act as the primary connection between IT and the business for the business segment they represent.
• Identify and develop a full understanding of business, customer and user strategies, plans, business needs and objectives and the resulting requirements or opportunities for services.
• Ensure that there is a working partnership with the business, customers and users, developing long-term relationships between individuals and organizational units that span the Service Lifecycle and organizational changes.
• Promote the concept of service as a deliverable, and general awareness and understanding of the business benefits to be gained from exploitation of information technology-based services.
• Monitor business outcomes and service value and ensure services and users are working at intended potential and that the most appropriate technologies are being used.
• Regularly sample the customer experience and provide feedback on customer issues or improvements.
• Drive customer surveys and assist with the analysis of the surveys and ensure that improvement or corrective actions are taken where appropriate.
• Act as the IT representative within user groups.
• Act as IT liaison on all project matters.
• Work with the business, customers and users so they understand their service delivery responsibilities and commitments to IT.
• Ensure Business Relationship Management procedures are in place and are continually improved.
• Act as the escalation point for the Customer for all IT issues.
• Proactively market and exploit the Service Portfolio within all areas of the business.
• Facilitate the development and negotiation of appropriate, achievable and realistic SLAs 
• Facilitate the negotiation of fair and equitable service charges with business, customers and users.
• Support the Change Management and Release & Deployment Management processes for the protection of the operational environment and the facilitation of safe and effective changes, releases and service implementation.
• Submit RFCs for new services on behalf of the business customer.
• Collaborate with project teams for effective Service testing and pilots.
• Understand the available and supported service delivery technology 
• Assist with the introduction, development and maintenance of Business Continuity Plans and IT Service Continuity Plans.
• Assist with the development and agreement of Service Functional and non-Functional Requirements, Design Packages, and Service Transition Packages.
• Identify level of demand for services and the underlying PBAs.
• Represent customers and work closely with Product Managers to ensure the most suitable combination of Lines of Service (LOS) and Service Level Package (SLP) is present in the Service Catalog to fulfill the needs of the Customer Portfolio.
• Works to match the demands and capabilities  of the  business and IT, being flexible and responsive to the needs and capabilities of the business, customers and users, suppliers and service providers.
• Facilitates successful requirements definition, design, development, deployment and adoption of new technology by business end users.
• Participates in Service Portfolio Management.
• Ensures that the IT Service Provider is satisfying the Business needs of the Customers and works closely with the Service Level Manager to ensure service targets are achieved.
• Work with the business, customers and users to ensure that the most appropriate levels of service are being provided to meet current and future business needs 
• Works with customers to group their inventory of services into logical 'suites of service' so they can be understood by both IT and the business in a meaningful way.
• Assists customers with understanding how services are delivering the value ],