IT Manager - Business Relationship Management

Job-ID: 14489Category: Information TechnologyLocation: Grand Rapids, MI, United StatesSchedule: Full timePosted: 2026-10-21Closes: 2027-10-21Job Summary:The IT Manager - Business Relationship Management leads National IT’s customer-facing intake and governance process for project demand, software and contractor requests. The position serves as a trusted advisor to business leaders, translates initial requests into complete and accurate requirements, and guides requests through security, governance, legal, procurement, identity and access, and other required reviews. The Manager leads Relationship Managers and Business Analysts, establishes service standards, monitors request performance, and coordinates effective handoffs to delivery teams. The position also supports demand planning, prioritization, budgeting, stakeholder communication, and continuous improvement across the business relationship management function.Job Duties:Leads the business relationship management function from request intake through approval and handoff for deliveryBuilds and maintains relationships with business leaders and executive stakeholdersServes as a primary contact for business technology requests and stakeholder concernsAnticipates business technology demand and aligns requests with firm prioritiesEstablishes service standards for request acknowledgment, communication, status updates, and escalation managementEducates business units about IT capabilities, processes, governance requirements, and service constraintsDirects team activities that convert initial request information into complete and accurate business, technical, financial, and operational detailsCoordinates required reviews and approvals across security, governance, legal, procurement, identity and access, architecture, and portfolio management functionsDirects Business Analysts in requirements gathering, business-case development, process documentation, and project charter preparationProvides cost-benefit and business-case analysis that supports request prioritizationSupports annual IT planning and budgeting for assigned business areasTracks request-related spending and communicates financial information to stakeholdersReviews and improves request intake, discovery, requirements-gathering, governance, documentation, and handoff processesTracks request cycle time, request aging, approval status, and stakeholder satisfactionUses performance data to identify process improvements and service risksCoordinates handoffs with delivery, security, procurement, legal, identity and access, architecture, and other IT teamsEscalates conflicts, delays, risks, and unresolved stakeholder concerns to the Director of Enterprise Portfolio ManagementOther duties as requiredSupervisory Responsibilities:Supervises Relationship Managers and Business Analysts, including hiring, onboarding, goal setting, performance management, and career developmentAllocates team capacity and assigns work across relationship management and business analysis activitiesEstablishes standards for request intake, discovery, requirements documentation, stakeholder communication, and governance coordinationProvides coaching, mentoring, and functional leadership to support consistent team performanceMonitors team workload, service quality, request completion, and stakeholder communicationQualifications, Knowledge, Skills, and Abilities:Education:High school diploma or GED, required Bachelor’s degree in Business Administration, Information Systems, Computer Science, or Information Technology, requiredExperience:Six (6) or more years of experience in business relationship management, business analysis, IT portfolio management, PMO operations, program management, or technology operations, requiredTwo or more years of experience supervising, leading, or mentoring employees, requiredExperience managing request intake and governance processes involving security, architecture, legal, procurement, and portfolio management reviews, preferredExperience working in a professional services organization, preferredExperience with software onboarding, contractor onboarding, SaaS procurement, or vendor contract review, preferred Previous experience working in a professional services firm, preferredLicense/Certifications:Business Relationship Management Professional certification, preferredITIL Foundation or ITIL 4 Business Relationship Management certification, preferredCertified Business Analysis Professional certification, preferredProject Management Professional certification, preferredSoftware:Proficiency with Microsoft Office Suite, requiredExperience using workflow, reporting, dashboard, or project portfolio management tools, preferredExperience using an enterprise request intake or IT service management platform, such as ServiceNow, preferredOther Knowledge, Skills, & Abilities:Demonstrates excellent interpersonal, stakeholder engagement, and customer service skillsTranslates incomplete business input into clear requirements, documented decisions, and actionable next stepsEstablishes clear expectations with senior stakeholders and business leadersMaintains strong attention to detail and promotes accurate request documentationDemonstrates team-building, coaching, delegation, and people leadership skillsManages multiple complex requests, competing priorities, and time-sensitive reviewsFacilitates meetings that produce clear decisions, owners, deadlines, and follow-up actionsCommunicates clearly and professionally in written and verbal formatsAnalyzes request data, service metrics, business cases, and process performanceResolves conflicts through collaboration, escalation, and structured decision-makingIndividual salaries that are offered to a candidate are determined after consideration of numerous factors including but not limited to the candidate’s qualifications, experience, skills, and geography.National Range: $135,000 - $165,000Maryland Range: $135,000 - $165,000NYC/Long Island/Westchester Range: $135,000 - $165,000About the companyAt BDO, how we show up matters. We build strong relationships by supporting one another, our clients, and our communities with care, curiosity, and a commitment to helping one another grow and succeed. Here, you’ll find meaningful work, leaders invested in your success, and opportunities to build a career around what matters most to you.Our purpose is to be the people our clients count on to grow with confidence and achieve what matters most. Our values guide how we bring that purpose to life each day. Together, they shape how we work with one another, serve our clients, and create meaningful impact.BDO provides assurance, tax, and advisory services to clients across the U.S. and around the world. No matter your role, you’ll be part of a team helping clients navigate complexity and move forward with clarity.As technology continues to shape how we work, BDO values the ability to apply generative and agentic AI solutions to develop work products, improve workflows and identify potential risks. Across our firm, we emphasize professional judgment in validating AI-generated outputs for accuracy, quality, and compliance.We are proud to be an ESOP company, offering participants a stake in the firm’s success through beneficial ownership and a unique opportunity to enhance their financial well-being. As a qualified retirement plan, the ESOP is a meaningful addition to our comprehensive compensation and Total Rewards benefits* offerings. It also reinforces an ownership mindset that strengthens our connection to one another, our clients, and the future we’re building together.Learn more about our benefits: BDO Total Rewards encompass more than traditional benefits. Click here to find out more!*Benefits may be subject to eligibility requirements.Equal Opportunity Employer, including disability/vetsClick here to find out more!