City of Tucson


$28.79-$56.61 Hourly / $59,883.20-$117,748.80 Yearly
Salary Grade: 716

General Description

As a member of the IT Department, the IT Business Relationship Manager (BRM) acts as a strategic partner for specific customer departments within the City of Tucson.  The BRM leads IT Department relationships with assigned customer departments and serves as an advocate and conduit for all ITD interactions. Through effective relationship management, the BRM adds value to its customers and ITD, by identifying ways to advance and support City and business strategy and objectives.

This role addresses customer satisfaction assists in developing technology business plans and works toward ensuring consistent service across all customer areas. The overall goal of a Business Relationship Manager is to build and nurture a strategic alignment with assigned departments, their leadership, and teams.

Distinguishing Characteristics

Incumbents performs the job by following established standard operating procedures and policies. Work requires analysis and judgment in accomplishing diversified duties.  This position requires the exercise of independent thinking within the limits of policies, standards, and precedents.

Essential Functions

Interacts with appropriate stakeholders at assigned customer departments and IT

Candidate in this position develops knowledge of assigned customer functions and roles within and outside the City. Works with customers to identify opportunities for technology and related business process improvements

Assists in the development and ITD intake process for technology-related plans, programs, and proposals.

Builds and maintains a business relationship with business leaders and IT leadership as well as IT service providers Relationship and Service Management

Works with all IT divisions and specifically with Application support, the Project Management Office (PMO), Quality Assurance, and Training.

Promotes collaboration across the IT service delivery teams, the Enterprise Architect, and other BRMs to provide value-added IT services

Works with customers and appropriate ITD teams to establish service level agreements (SLAs) that specify expected outcomes, deliverables, and terms of engagement

Provides qualitative and quantitative metrics to create reports and scorecards for use in decision making

Encourages integration across processes, data, and technology for all solutions in the business and coordination with other BRMs

Makes recommendations regarding policy development and implementation

Evaluates customer satisfaction, develops cooperative associations, and utilizes resources to improve customer satisfaction continuously 

Helps define operational strategy

Guides technology strategy and planning to business segments

Acts as a consultant, leveraging industry trends for business partnering activities, while communicating the vision and strategic direction of IT services and solutions

Utilizes knowledge of industry trends to identify business problems that could benefit from a technology solution and opportunities to improve business productivity and efficiency 

Works with assigned departments to assist with maximizing the value of IT investment and partners with them to make recommendations

Assists in preparing realistic estimates of resource requirements and timelines needed to accomplish IT services and solutions in collaboration with other IT partners

Monitors execution of projects by internal/external vendors in collaboration with the PMO

Reviews and provides input to Request for Proposals (RFP) and Contracts as appropriate

Performs other related duties as assigned or requested. Any one position may not include all of the duties listed. This job classification specification identifies the responsibilities and tasks typically associated with the performance of the position.


Knowledge in the areas of strategic planning and decision making, navigating ambiguity, and building trusting relationships

Knowledge in solving business-related problems

Knowledge in applying IT knowledge to real-world business situations

Knowledge in business process analysis and design

Knowledge with project management

Knowledge working on Request for Proposals preferred

Broad technical IT knowledge

Knowledge of data flows, system integration, and reporting tools 

Skills to build effective teams for business initiatives

Skill in developing IT strategies and business plans in collaboration with customers and IT partners

Skill in management of project portfolios, for customer segments in collaboration with the PMO

Skill in leading teams through change, building, and inspiring highly professional cross-departmental teams

Ability to develop business knowledge for the assigned business areas

Ability to Identify business unit's needs, expectations and requirements for a technology-based solution

Ability to define and report on metrics

Ability to present to all levels of leadership in large group settings as well as one on one interaction with business and IT leaders

Ability to translate process, data, and technology concepts into business terms

Ability to anticipate IT-related risks for the business and communicate and mitigate such risks

Ability to understand technical and business requirements at a level to review RFPs and contracts

Excellent verbal and written communication skills  

Minimum Qualifications

EDUCATION LEVEL & TYPE:  Four-year (4) Bachelor's degree or equivalent; Computer Science, Management Information Systems, Business Administration, or related field.

EXPERIENCE: At least five (5) years of experience in/as developing and implementing IT initiatives, strategic planning, or managing projects, as well as gathering business requirements.


Physical Demand/Levels

This position would require the ability to Sit, Stand, Bend, Reach, View Monitors, Use Repetitive Motions, as well as Talking, Listening, Customer/Client Contact.   

Background Check Requirement

TPD Background check required 

Driving Requirements

Driving Level: Primary

License Type: Valid and Unrestricted Class D

CDL Endorsements: None

Safety Sensitive (driving requirement): No 

Job Description Disclaimer

It is not the intention of this description to limit or in any way, modify the right of Management to assign, direct, and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty. The intent is to describe the general nature and level of work performed by individuals assigned to this position.

Classification Details

Department(s): IT
FLSA Status: Exempt 
Occupational Group Code: 04 
Occupational Group Description: Superintendent/Manager 
EEO Job Category: Technicians
Code: B 
EEO Job Category Description: Professionals 
Organizational Level: Manager
NCCI: 8810 
Bargaining Unit: No Representation

CLASS: 0797; EST: 4/16/2020; REV: 4/16/2020;