Head of Business Relationship Management

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A Head of Business Relationship Manager leads engagement with directorate groups, other senior leaders, and service owners to ensure their complex needs are understood, prioritised, and incorporated into directorate plans. They ensure that progress is communicated throughout the early stages of the end-to-end Change Lifecycle process. They are responsible for ensuring that strategic change initiatives and services are met and communicated to wider stakeholders. Fostering relationships with senior service owners to support their business customers with their key challenges to drive real business value.

Key Responsibilities

• Lead CDIO’s collaboration with respective Service Owners and Directorate Groups to drive change initiatives.
• Cultivate positive relationships with senior stakeholders. Maintaining relationships with Service Owners and Director Generals. Collaborate closely with Service Owners to mediate between business and CDIO priorities.
• Collaborate with and influence senior stakeholders to enhance the business value delivered from new or existing services and products.
• Understand the long-term needs of the business, drives and promotes a future state in line with CDIO strategy and communicates this to relevant stakeholders.
• Triage customer group business change: orchestrating CDIO resources to shape business change and ensure they are tracked and visible to impacted teams across BRM squads.
• Lead a cross product BRM team, provide comprehensive service views, and aid in portfolio and product/platform level planning.
• Ensure BRMs maintain an outcome focus that results in technology adoption, delivery, and measurable business value for HMRC from their technology investments.
• Build strategies for the proactive management of demand of services and capabilities within the organisation. Creates policies and procedures for how demand will be managed and the governance, prioritisation and resource decision making processes.
• Maintain an awareness of the global needs of the whole enterprise and promote a vision of the benefits of and a common approach to demand management.
• Communicate and embed strategic management via objectives, accountabilities, and monitoring of progress.
• Establish wide networks to build technical insight and strategic knowledge.
• Adhere to CDIO Chief Operating Office practices, processes and standards ensuring compliance and performance metrics are met.
• Mentor and upskill the BRM team, instilling a culture of accountability, collaboration, business strategy comprehension, and technical skill development in business analysis and agile project management.
• Contribute to the definition and implementation of the organisation's governance framework and processes.

Person specification

• User Focus: Demonstrate experience in meeting the needs of users across a variety of channels, bring insight and expertise in how user needs have changed over time to ensure they're met by the business.
• Strategic Thinking : Define strategies and policies, providing guidance to others on working in the strategic context and apply thinking to provide the best service for the end user. Evaluate current strategies to ensure business requirements are being met and exceeded where possible.
• Stakeholder relationship management (IT operations): Determine strategic vision and direction, positively influence and communicate recommendations persuasively to important stakeholders.
• Service reporting : Use your data analytics skills to enhance business performance.
• Service focus: See the bigger picture by taking groups of services and investigating how to get the best of underlying services.
• Technical: Show a thorough understanding of the technical concepts required for the role and be able to explain how these fit into the wider technical landscape.
• Service management: Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).
• Ownership and initiative: Take accountability for issues that occur and be proactive in searching for potential problems.
• Continual service improvement: Analyse current processes and identify and implement opportunities to optimise them.

Benefits

Alongside your salary of £71,725, HM Revenue and Customs contributes £20,778 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.