IT Business Relationship Manager

IT Business Relationship Manager

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.

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.

Responsibilities include:

• Overseeing IT demand management from intake through assessment, prioritization, governance review, and handoff to project delivery teams.
• Ensuring business needs, priorities, compliance drivers, risks, pain points, customer impacts, expected outcomes, ownership, dependencies, estimated effort, and decision points are documented.
• Using ServiceNow for demand intake, workflows, approvals, business cases, assignments, status tracking, project handoff, and reporting.
• Partnering 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.
• Leading or overseeing 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.
• Developing or coordinating process maps, workflows, business rules, requirements, reporting needs, and acceptance criteria to support scoping, estimates, procurement planning, and project initiation.
• Coordinating preliminary cost, schedule, resource, and feasibility estimates with IT delivery teams, architecture, security, vendors, consultants, procurement, finance, and business stakeholders.
• Analyzing alternatives, risks, benefits, dependencies, procurement needs, policy impacts, technical constraints, and cross-system impacts; recommending whether demand should become a project, remain operational work, be bundled, deferred, sequenced, or declined.
• Using 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.
• Providing demand reporting and leadership updates on trends, bottlenecks, recurring needs, prioritization risks, OCM concerns, process gaps, resource implications, and required decisions; maintaining data quality for demand records, requirements, maps, estimates, and assessment outputs.
• Managing 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.
• Building BRM capability through mentoring, standards, stakeholder engagement practices, tool adoption, training, AI-enabled automation, dashboard improvements, intake workflow improvements, and continuous improvement.
• Maintaining 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.

Why this role matters:

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.

Competencies:

Critical Thinking

Customer/Client Focused

Performance Management

Problem Solving/Analysis

Project Management

Quality Control

Resource Management

Strategic Thinking/Planning

Teamwork Orientation

Technical Innovation

Details:

The Commission requires all employees to establish PA residency within 6 months of hire and to maintain PA residency, regardless of Flexible Work Options.

Applicants must be currently authorized to work in the United States on a full-time basis. The Commission will not sponsor applicants for work visas.

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.

The Pennsylvania Turnpike Commission is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. If you need assistance or an accommodation due to a disability, you may contact the Human Resources Department by calling View phone number on click.appcast.io.