Recruitment #2110-0797-001



The City of Tucson Information Technology Department (ITD) is seeking an IT Business Relationship Manager (BRM) to act as a strategic partner and lead IT Department relationships with assigned customer departments, and serve as an advocate and conduit for all ITD interactions. Through effective relationship management, the BRM will add value to their customers and ITD by identifying ways to advance and support City and business strategy and objectives. BRM’s enhance customer satisfaction as they assist City departments in developing technology business plans and ensuring consistent technology services 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.

Essential Functions

  • Provides leadership to ensure IT Department supported technology programs are implemented successfully across customer segments
  • 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 intake of technology projects to be staffed by ITD, including process reviews, plans, programs, and proposals
  • Builds and maintains a business relationship with business and IT leadership as well as IT service providers
  • Promotes collaboration across the IT service delivery teams, the Enterprise Architects, 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
  • Evaluates customer satisfaction, develops cooperative associations, and utilizes resources to improve customer satisfaction continuously
  • 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 to make recommendations to City leadership
  • 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 Project Management Office
  • Reviews and provides input to Request for Proposals (RFP) and Contracts as appropriate

Minimum Qualifications

Minimum Education Level  Type:  Four-year (4) Bachelor's degree or equivalent; Computer Science, Management Information Systems, Business Administration, or related field.

Minimum 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.

Special Job Requirements

Must demonstrate training/experience with business process improvement and automation. Also, must be able to demonstrate prior experience in:

  • business process modeling, improvement, and automation
  • coordination of organizations, teams, and projects
  • managing a wide variety of customer requests/projects simultaneously
  • developing written and verbal management presentations
  • maintaining an understanding of client applications and business requirements and concepts
  • coordinating and communicating with internal and external customers/vendors
  • gathering requirements, analyzing business problems, automating business processes

Preferred Qualifications

Knowledge and skills in the following:

  • Strategic planning and decision making, navigating ambiguity, and building trusting relationships
  • Solving business-related problems and applying IT knowledge to real-world business situations
  • Knowledge of project management processes, techniques, and tools
  • Skill in management of project portfolios in collaboration with the Project Management Office
  • Knowledge of Request for Proposals process and procedures
  • Knowledge of data flows, system integration, and reporting tools
  • Developing IT strategies and business plans in collaboration with customers and IT partners
  • Identification of business unit's needs, expectations, and requirements for a technology-based solution
  • 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
  • Delivering clear and concise written and verbal communications in a structured manner, tailoring communications/style to audience, and crafting presentations with quality expected for senior level management and/or broad public distribution

Selection Plan

As part of the online application process all applicants are required to submit BOTH a Cover Letter and Resume as one document under the "Resume" tab. Cover Letters and Resumes will be reviewed and scored. Please ensure your application contains the required materials prior to submission. Applications received without a cover letter and  resume will be considered incomplete.

Applicants who meet the minimum qualifications will be evaluated on the education and work experience in their employment profile and their responses to their supplemental questions. The most qualified applicants will then be invited to participate in the following assessments:

  • Virtual Oral Boards will be held November 3, 2021

Upon completion of all examination processes, the highest scoring applicants will be placed on the Civil Service Employment List. An applicant's ranking on the Civil Service list will be based on their final score which will be calculated as:

  • 20% of your rating for education and work experience
  • 80% of your rating for your panel board interview

This recruitment will establish a civil service list that will be utilized to fill vacancies occurring within the next 6 months.

Veterans, Native American, or Disability preference points will be added to the final score for those that are placed on the Civil Service Employment List.  If you qualify for preference points as outlined in the Employment Profile, you must present your documentation at the time of your interview.  The DD 214 must be a copy that indicates characterization of service.

If you are in need of Americans with Disabilities Act-related accommodation during the testing process, please email at least 48 hours prior to the evaluation.  

The City of Tucson values the safety of our employees, our residents, our community, and our visitors.  In support of these values, if you are selected for this job, you must be fully vaccinated against COVID-19, except when vaccination is not medically advised or violates your sincerely held religious beliefs. If you are invited to join our team, you must submit proof that you are fully vaccinated against COVID-19 to your initial HR representative, or you must request an exemption from your representative. New employees must either provide proof of vaccination or be granted a medical or religious exemption before working with the City of Tucson.


Communications throughout this process will be sent via email exclusively so please ensure your browser accepts emails from and check your email account regularly.  Failure to respond or follow instructions will result in disqualification.  All email inquiries should be directed to Erin Gallego at

This position includes support of Public Safety related systems therefore, the successful candidate will be required to pass an extensive criminal background check conducted by the Tucson Police Department. Fingerprinting and reference checks may also be conducted prior to an offer of employment. Employment offers are contingent upon successfully passing any of the above requirements. A valid Arizona Driver's license is also a requirement while holding this position.

Bulletin Footer

To ensure accurate payroll information for tax purposes, the successful candidate will need to provide their original Social Security Card or original letter from the Social Security Administration with their social security number prior to beginning work with the City of Tucson.

The City of Tucson hires lawful workers only - US citizens or nationals and non-citizens with valid work authorization - without discrimination. Federal immigration laws require all employers to verify both the identity and employment eligibility of all persons hired to work in the United States. In its efforts to meet the law's requirements, the City of Tucson participates in the E-Verify program established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to aid employers in verifying the eligibility of workers.

Retired City of Tucson employees receiving benefits from the Tucson Supplemental Retirement System who are considering reemployment with the City should be aware that pursuant to Section 22-37(g) of the Tucson City Code, retirement benefits shall be suspended during the period of reemployment with the City of Tucson unless you have been separated at least twelve consecutive months before returning to work AND you return to a non-permanent employment classification. Creditable service does not accrue during any reemployment period.

Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.