Manager, IT Business Relationship Management

JOB SUMMARY

This role is responsible for leading and developing a team of Business Relationship Managers who serve as the primary liaison between business stakeholders and IT. The manager ensures consistent delivery of high‑quality engagement, prioritization, and outcomes across portfolios by setting direction, balancing demand, and aligning work to organizational strategy. This position provides coaching, performance management, and escalation support, while also partnering with senior leaders to translate business priorities into actionable, value‑driven initiatives. The manager is accountable for team effectiveness, stakeholder satisfaction, and continuous improvement of business‑IT collaboration practices.

ESSENTIAL RESPONSIBILITIES

1. Communicate effectively with all levels of the organization by:

• Managing customer and expectations; facilitating, planning and meetings; translating customer expectations for staff and peers; representing Highmark with outside entities.
• Preparing written procedures, policies, reports and correspondence; collaborating and negotiating with departments corporate wide.
• Collaborating with company customers, staff, IT colleagues, and other stakeholders in identifying customer requirements, assessing impacts to other areas, considering available options, comparing costs and benefits, and recommending solutions.

2 Management Consulting

• Identify issues and recommend solutions.
• Create presentation and present concept to clients, tailoring presentation to audiences of varies levels, subject knowledge and size.
• Implement recommendations/solutions and ensure client receives the necessary assistance to carry out solutions.
• Liaising with clients to keep them informed of progress and to make relevant decisions.
• Advise clients on options, risks, cost vs benefit, impact on other business processes and system priorities.

3. Ensure continuous improvement of processes and delivery of results within assigned unit/area. 

• Organize, direct and coordinate cross-functional activities including staff not under direct managerial control.
• Encourage innovation and focus resources to ensure successful delivery of desired results.
• Apply quantitative risk assessment to team's assignments to understand potential threats and the probability they will occur.
• Lead team in mitigating risks and applying appropriate contingency plans to ensure minimal impacts to customers.

4. Provide leadership to the organization to respond to business opportunities/challenges, new technologies, legislation and other environmental factors. 

• Oversee analysis of issues or needs and review recommended solutions.
• Assess the impact of strategic business and technical changes on the environment.
• Responsible for managing all activities within an assigned business unit/area.
• Foresee organizational impacts and understand the procedures associated with introducing new technologies, while seeking ways to collaborate with other teams outside area of responsibility to facilitate transitions.

5. Optimize the utilization of resources by applying appropriate concepts, technologies and workflows

• Ability to accept direction and provide leadership to develop/maintain a high-performance work team.
• Respond to feedback and champion process improvement initiatives by empowering their team to deliver quality services/products to internal and external customers. 
• Implement solutions that are consistent with Highmark’s strategic direction.
• Keep abreast of current industry standards and trends.

6. Staff Management accountabilities to include but not limited to:

• Developing and providing input to skills assessment and oversee personal development plans as it relates to career development.
• Coaching, managing and developing employees by establishing clear goals, expectations, and strategies for employee performance.
• Develop and administer performance reviews with measurable goals.
• Provide opportunities for staff to maintain current industry knowledge.
• Provide opportunities for employees to build collaborative relationships with customers.

7. Departmental Management planning and administrative accountabilities to include, but not limited to:

• Departmental budgeting and fiscal responsibilities.
• Manage teams that span geographic areas or functional areas.
• Ensure compliance with corporate standards, policies and regulations (SOX, SSP, DIACAP, PHPLC, etc.).
• Establish and use metrics as a tool to benchmark and improve operational excellence
• Develop and implement short-term and long-term departmental plans.
• Consult and evaluate vendor solutions where appropriate.

8. Other duties as assigned or requested.

EDUCATION

Required

• Bachelor’s Degree in Information Technology, Management Information Systems, Computer Science or closely related discipline

Substitutions

• None

Preferred

• Master’s Degree in Information Technology, Management Information Systems, Computer Science or closely related discipline

EXPERIENCE

Required

• 5 years in a leadership / mentoring role
• 5 years of planning, implementing, maintaining and growing capabilities within relevant discipline
• 3 years of developing, communicating and presenting concepts to varying audience

Preferred

• Management experience in: employee development plans, performance evaluations, goals development
• Experience in budget administration and process improvement
• Knowledge and experience in developing strategic plans
• Demonstrated competency in the execution of multiple projects, including managing resources across multiple projects to meet goals

LICENSES or CERTIFICATIONS

Required

• None

Preferred

• None

SKILLS

• Knowledge of company’s business practices and direction as well as familiarity with the company’s products and resources
• Knowledge of the assigned business unit/area's direction and practices
• This position is required to comply with all Highmark Corporate Policies and IT Procedures, Standards and Strategies

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Occasionally

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Never

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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