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Business Relationship Manager

Date: Apr 13, 2021

Location: Ipswich, MA, US, 01938

Company: EBSCO Industries Inc

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases — all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 3,300 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and top-notch workforce. EIS, a division of EBSCO Industries Inc., based in Birmingham, AL, is ranked in the top 200 of the nation’s largest, privately held corporations according to Forbes magazine. EBSCO is a company that will motivate you, inspire you, and allow you to grow. We are looking for the best. If you are too, we encourage you to explore our unique opportunities.


EBSCO’s Corporate IT team is looking for a new Business Relationship Manager (BRM). This exciting new role will work within Corporate IT as the relationship manager between Corporate IT and one of EBSCO’s largest business units.  The BRM will focus on gaining a deep understanding of business processes and provide IT support, strategy and consulting.   BRM ensures quality service delivery, compliance with IT standards, and optimal returns on technology investments. On a daily basis, this role will interact with business stakeholders and IT leadership to build technology roadmaps and identify opportunities to enhance the existing process, leverage enterprise infrastructure, or new technology to achieve business needs and alignment with organizational goals.


Act as a Relationship Manager

  • Build strong, collaborative relationships with business clients
  • Build strong, collaborative relationships with IT service owners
  • Track client satisfaction with services provided
  • Continuously improve, based on feedback from clients


Communicate With Business Stakeholders

  • Ensure that effective communication occurs related to service delivery and project delivery (e.g. planned downtime, changes, open tickets)
  • Manage expectations of multiple business stakeholders
  • Provide a clear point of contact within IT for each business stakeholder
  • Act as a bridge between IT and the business


Service Delivery

  • Service delivery breaks out into three activities: service status, changes, and service desk tickets
  • Understand at a high level the services and technologies in use
  • Work with clients to plan and make sure they understand the relevance and impact of IT changes to their operations
  • Define, agree to, and report on key service metrics (weekly, monthly, quarterly, as appropriate)
  • Act as an escalation point for major issues with any aspect of service delivery
  • Work with service owners to develop and monitor service improvement plans


Project Delivery

  • Ensure that the project teams provide regular reports regarding project status, issues, and changes
  • Work with project managers and clients to ensure projects requirements are well understood and documented and approved by all stakeholders
  • Ensure that the project teams provide key project metrics on a regular basis to all relevant stakeholders
  • May act as primary project manager for given initiatives


Knowledge of the Business

  • Understand the main business activities for each department
  • Understand which IT services are required to complete each business activity
  • Understand business processes and associated business activities for each user group within a department (Level 2)


Advocate for Your Business Clients

  • Act as an advocate for the client – be invested in client success
  • Understand the strategies and plans of the clients and help develop an IT strategic plan/roadmap that maps to business strategies
  • Help the business understand project governance processes
  • Help clients to develop proposals and advance them through the project intake and assessment process


Influence Business and IT Stakeholders

  • Influence business and IT stakeholders at multiple levels of the organization in order to help clients achieve their business objectives
  • Leverage existing relationships to convince decision-makers to move forward with business and IT initiatives that will benefit the department and the organization as a whole
  • Understand and solve issues and challenges such as differing agendas, political considerations, and resistance to change


Knowledge of the Market

  • Understand the industry – trends, competition, future direction
  • Leverage what others are doing to bring innovative ideas to the organization
  • Understand what end customers expect with regards to IT services and bring this intelligence to business leaders and decision makers


Value Creator

  • Understand how services currently offered by IT can be put to best use and create value for the business
  • Work collaboratively with clients to define and prioritize technology initiatives (new or enhanced services) that will bring the most business benefit
  • Lead initiatives that help the business achieve or exceed business goals and objectives
  • Lead initiatives that create business value (increased revenue, lower costs, increased efficiency) for the organization
  • Work collaboratively with clients to define and prioritize technology initiatives (new or enhanced services) that will bring the most business benefit
  • Lead initiatives that help the business achieve or exceed business goals and objectives
  • Lead initiatives that create business value (increased revenue, lower costs, increased efficiency) for the organization



  • Lead initiatives that result in new and better ways of doing business
  • Identify opportunities for using IT in new and innovative ways to bring value to the business and drive the business forward
  • Leverage knowledge of the business, knowledge of the industry, and knowledge of leading-edge technological solutions to transform the way the business operates and provides services to its customers


Required Skills

  • Formal education or 6-8 years of work experience in a relevant business or technology discipline
  • A leader who has worked in a business-facing IT organization with demonstrated experience in partnering with business stakeholders


Preferred Skills

  • Able to work with senior stakeholders to influence the status quo
  • Offers constructive suggestions and acts as a trusted advisor to the business
  • Highly motivated and self-directed; able to effectively prioritize and execute while under pressure
  • Strong customer service orientation
  • Experience working in a team-oriented, collaborative environment
  • Empathetic and with strong interpersonal skills; able to influence, negotiate and resolve conflict
  • Proven ability to communicate and explain complex issues in clear, concise, persuasive language both verbally and in writing
  • Highly adaptable and flexible; able to adjust quickly to new situations and changing priorities
  • Able to offer creative, innovative, and strategic solutions to business challenges
  • Facilitate and influence end to end engagement to achieve desired business outcomes

EBSCO Industries, an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.  EBSCO strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.  This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

EBSCO complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.

Nearest Major Market: Boston

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