Understanding the BRM role

Former Employee

With both “shadow IT” and decentralized IT influencing how organizations are structured in a cloud-based economy, companies increasingly focus on IT-business alignment to achieve their strategic goals. To foster tight alignment across departments, successful companies often introduce a business relationship manager (BRM) role. The business relationship manager plays a strategic part in aligning IT and the business to maximize return on investment, and we pointed to its importance this month. Do you have BRMs on your team?


Avoid the blind spot


BRMs will be driving blind as they plan for change if they don’t have a keen understanding of their LOB customers’ business objectives and processes. What does it take to enhance the customer experience and improve business results?


  • At the core, these skilled IT liaisons are analytical and conceptual thinkers, effectively bridging the communication and expectations of business unit leads and IT service delivery teams.
  • The business relationship manager deftly manages personalities, negotiates service agreements and contracts, and removes IT-business barriers.
  • They are champions for the potential of IT to surpass the needs of the business.


Imagine a business request for a big new collaboration project about to kick off across R&D and Operations (which would of course also involve Sales and Marketing). The BRM has the diplomacy and level of seniority to advise, advocate for and be accountable to the business. In this scenario, the BRM would define the business requirements and goals and translate them into a feasible IT program with agile implementation timelines and metrics. For example, he or she could recommend an iterative deployment to roll out Skype, Delve and OneNote for teams to work together online wherever they would be creating or consuming information for new product development.


You’ll most likely find that one benefit of working with BRMs is their ability to keep a constant pulse on business needs and market opportunities for innovation. With their strong grasp of the technology portfolio, service capabilities and market opportunities, BRMs also help you influence business strategy. Likewise, they introduce continuous improvement opportunities as they manage change and customer satisfaction, including monitoring and addressing customer complaints. 

If you have BRMs in your org structure, let us know how they have integrated with LOB partners. Do you talk regularly with your LOB peers about their line of sight as you navigate the cloud journey?



0 Replies