IT Business Relationship Manager

Job description Your Impact Are you passionate about bridging business needs and technology solutions? Do you thrive in a fast-paced environment where innovation, collaboration, and strategic impact are valued? The Pennsylvania Turnpike Commission is seeking a dynamic individual to lead our Business Relationship Management team. The BRM is central to ensuring business needs align with planning. You will directly influence prioritization, resource planning, readiness, and clarity—ensuring the right work is approved, scoped, and delivered effectively. Your leadership strengthens partnerships across the enterprise and enhances PTC’s ability to innovate thoughtfully and sustainably. What You'll Do As the BRM, you will guide the full lifecycle of IT demand—from first conversation to prioritization and handoff—ensuring business goals, risks, and outcomes are clearly understood, documented, and actionable. Your leadership will directly influence which investments move forward and how they deliver value. Oversee IT demand management from intake through assessment, prioritization, governance review, and handoff to project delivery teams. Ensure business needs, priorities, compliance drivers, risks, pain points, customer impacts, expected outcomes, ownership, dependencies, estimated effort, and decision points are documented. Use ServiceNow for demand intake, workflows, approvals, business cases, assignments, status tracking, project handoff, and reporting. Partner with business leaders, IT leaders, portfolio governance, PMO, policy/planning/procurement, and Technical Assurance and Governance to align demand, clarify needs, resolve conflicts, set expectations, and support informed decisions. Lead or oversee needs assessments and OCM evaluations, including current-state analysis, problem definition, stakeholder readiness, process impacts, training/communications needs, adoption risks, assumptions, constraints, and resistance mitigation. Develop or coordinate process maps, workflows, business rules, requirements, reporting needs, and acceptance criteria to support scoping, estimates, procurement planning, and project initiation. Coordinate preliminary cost, schedule, resource, and feasibility estimates with IT delivery teams, architecture, security, vendors, consultants, procurement, finance, and business stakeholders. Analyze alternatives, risks, benefits, dependencies, procurement needs, policy impacts, technical constraints, and cross-system impacts; recommend whether demand should become a project, remain operational work, be bundled, deferred, sequenced, or declined. Use Qlik dashboards, ServiceNow reporting, AI tools and related data sources to monitor demand volume, pipeline status, estimate maturity, business activity, resource implications, and conversion to approved projects. Provide demand reporting and leadership updates on trends, bottlenecks, recurring needs, prioritization risks, OCM concerns, process gaps, resource implications, and required decisions; maintain data quality for demand records, requirements, maps, estimates, and assessment outputs. Manage the BRM unit, including supervision, performance management, delegation, work product review, coaching, staff development, and oversight of long-term consultants performing BRM, business analysis, process mapping, requirements, and demand assessment work. Build BRM capability through mentoring, standards, stakeholder engagement practices, tool adoption, training, AI-enabled automation, dashboard improvements, intake workflow improvements, and continuous improvement. Maintain a hands-on leadership style that combines people management with direct involvement in demand governance, stakeholder facilitation, ServiceNow workflows, Qlik reporting, assessment reviews, and requirements quality. Who Will Thrive in This Role? Strong experience in business relationship management, business analysis, project/demand governance, or similar roles. Proficiency with ServiceNow, Qlik, Microsoft 365, and modern collaboration/automation tools. Exceptional communication, documentation, and stakeholder engagement abilities. Experience managing staff or consultants supporting analysis, requirements, or governance functions. Qualifications Ten (10) years of experience in information technology, project management, business analysis, business relationship management, solutions management, resource/budget management, or policy analysis; OR Six (6) years of experience in information technology, project management, business analysis, business relationship management, solutions management, resource/budget management, or policy analysis AND a bachelor’s degree in information technology, business administration, information systems, public administration, or related field. Equivalent combination of education and/or experience may be accepted. Competencies Critical Thinking Customer/Client Focused Performance Management Problem Solving/Analysis Project Management Quality Control Resource Management Strategic Thinking/Planning Teamwork Orientation Technical Innovation Physical Demands and Work Environment Position demands include frequent speaking, writing, and reading reports. Position requires frequent work at a computer utilizing business programs and PTC specific operating systems involving reaching/grasping and repetitive motions. Position may require occasional travel and/or fieldwork with exposure to roadway traffic. Occasionally works outside of normal business hours for assigned work assignments. Office environment with low levels of noise, adequate lighting, and comfortable temperature. Field environment may include exposure to moderately adverse and undesirable conditions. Physical environment is generally safe, but safety equipment or precautions must be followed in field conditions. Disclaimer The information provided in this job description has been designed to indicate the general nature and level of work performed by the incumbent(s) within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, and working conditions required of the employee(s) assigned to this job. Management has the discretion to add or modify duties of the job and to designate other functions as essential at any time. #J-18808-Ljbffr