ITSM Business Relationship Manager (BRM) - Freelance

Context

The Business Relationship Manager (BRM) acts as the primary service provider-facing entry point for a defined scope, ensuring the service provider’s needs are captured, clarified, consolidated, and aligned with platform priorities and governance mechanisms in the context of an ITSM transformation.

Missions

• Act as guardian of the service delivery by building and maintaining strong relationships with service provider stakeholders across the assigned scope.
• Capture, clarify, and consolidate business needs, pain points, and expectations.
• Support demand shaping and stakeholder alignment before formal intake to ensure the “right demand” is raised, with clear outcomes and scope.
• Structure and translate service provider’s needs into actionable, governance-ready inputs (e.g., problem statement, desired outcomes, constraints, urgency, impacted populations/processes).
• Channel service provider’s demand through the appropriate governance and delivery mechanisms.
• Collaborate with End-to-End Global Process Owners (E2E GPOs) and the Core Model Guardian to prepare demand for prioritization and delivery.
• Provide backlog visibility for the assigned scope.
• Support communication and expectation management with stakeholders throughout the demand lifecycle (from early idea to intake, prioritization, delivery, and adoption).
• Facilitate alignment workshops and discussions to resolve ambiguities and reduce rework during delivery.
• Contribute to continuous improvement by feeding recurring business needs, adoption challenges, and satisfaction insights back to platform governance.