Manager, IT Business Relationship Management

Company :

Job Description : 

JOB SUMMARY

This role is responsible for leading and developing a team of Business Relationship Managers who serve as the primary liaison between business stakeholders and IT. The manager ensures consistent delivery of high‑quality engagement, prioritization, and outcomes across portfolios by setting direction, balancing demand, and aligning work to organizational strategy. This position provides coaching, performance management, and escalation support, while also partnering with senior leaders to translate business priorities into actionable, value‑driven initiatives. The manager is accountable for team effectiveness, stakeholder satisfaction, and continuous improvement of business‑IT collaboration practices.

ESSENTIAL RESPONSIBILITIES

1. Communicate effectively with all levels of the organization by:

• Managing customer and expectations; facilitating, planning and meetings; translating customer expectations for staff and peers; representing Highmark with outside entities.
• Preparing written procedures, policies, reports and correspondence; collaborating and negotiating with departments corporate wide.
• Collaborating with company customers, staff, IT colleagues, and other stakeholders in identifying customer requirements, assessing impacts to other areas, considering available options, comparing costs and benefits, and recommending solutions.

2 Management Consulting

• Identify issues and recommend solutions.
• Create presentation and present concept to clients, tailoring presentation to audiences of varies levels, subject knowledge and size.
• Implement recommendations/solutions and ensure client receives the necessary assistance to carry out solutions.
• Liaising with clients to keep them informed of progress and to make relevant decisions.
• Advise clients on options, risks, cost vs benefit, impact on other business processes and system priorities.

3. Ensure continuous improvement of processes and delivery of results within assigned unit/area. 

• Organize, direct and coordinate cross-functional activities including staff not under direct managerial control.
• Encourage innovation and focus resources to ensure successful delivery of desired results.
• Apply quantitative risk assessment to team's assignments to understand potential threats and the probability they will occur.
• Lead team in mitigating risks and applying appropriate contingency plans to ensure minimal impacts to customers.

4. Provide leadership to the organization to respond to business opportunities/challenges, new technologies, legislation and other environmental factors. 

• Oversee analysis of issues or needs and review recommended solutions.
• Assess the impact of strategic business and technical changes on the environment.
• Responsible for managing all activities within an assigned business unit/area.
• Foresee organizational impacts and understand the procedures associated with introducing new technologies, while seeking ways to collaborate with other teams outside area of responsibility to facilitate transitions.

5. Optimize the utilization of resources by applying appropriate concepts, technologies and workflows

• Ability to accept direction and provide leadership to develop/maintain a high-performance work team.
• Respond to feedback and champion process improvement initiatives by empowering their team to deliver quality services/products to internal and external customers. 
• Implement solutions that are consistent with Highmark’s strategic direction.
• Keep abreast of current industry standards and trends.

6. Staff Management accountabilities to include but not limited to:

• Developing and providing input to skills assessment and oversee personal development plans as it relates to career development.
• Coaching, managing and developing employees by establishing clear goals, expectations, and strategies for employee performance.
• Develop and administer performance reviews with measurable goals.
• Provide opportunities for staff to maintain current industry knowledge.
• Provide opportunities for employees to build collaborative relationships with customers.

7. Departmental Management planning and administrative accountabilities to include, but not limited to:

• Departmental budgeting and fiscal responsibilities.
• Manage teams that span geographic areas or functional areas.
• Ensure compliance with corporate standards, policies and regulations (SOX, SSP, DIACAP, PHPLC, etc.).
• Establish and use metrics as a tool to benchmark and improve operational excellence
• Develo