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The Executive Director of Business Relationship Management is a Key Leadership member of the Infrastructure Planning and Delivery organization in the Infrastructure Management Group. This position is responsible for all interactions with the customer (applications portfolio and regional IT support groups in Kaiser Permanente's IT) and is critical to understanding current and future customer strategy and requirements. The position actively manages customer demand, driving transparency and optimizing the cost to benefit value mix of end to end services. The BRM leader is responsible for working in close partnership with the business (regional VP and portfolio SVPs in IT), working actively to provide fit for purpose services, innovation and manage demand in a cost effective manner. To carry out his/her role, this executive must fully understand the KP business models within all regions, and establish exceptional collaborative relationships with national and regional business partners, IT leadership, and the supplier community.
This position has a heavy emphasis on driving the evaluation of current and ongoing operational and oversight processes and policies while leading and facilitating the rapid performance improvements in operations, cost, quality and service levels.
Essential Functions:
- Keeps closely involved in the business's operations through regular contact with specified business unit designees, managing all interactions with the business including addressing problems, opportunities and managing overall business relationship, build credible and effective relationships within regions and across Program.
- Understands the intricacies and relationships between different parts of the business - geographic, cluster and user nuances
- IMG has several customer facing organizations and the IMG Executive team has recognized this creates several problems for IMG and how we service our Customers / Clients.
- The IMG Executive has chartered the Business Relationship Management organization to bring together any field IMG staff, Lead the account management effort for IMG, and provides a consolidated view of IMG to the Client and to bring back to the IMG Executives appropriate information to provide a continuous flow of information and partnership.
- Thorough understanding of the business strategy, priorities, business criticality of end to end services and demand/cost drivers Participates in all strategy development, ensuring strategies and execution of projects remain in concert with each other
- Strong understanding of service management objectives, principles and practices; Evaluates business satisfaction for services delivered; Technically aware of business end to end services.
- Works closely with Portfolio Delivery Managers and the Service Delivery Managers to aggregate and analyze demand information and works with the business to identify opportunities for cost optimization and project fulfillment.
- Identifies the impact of business changes, such as growth in employee numbers or changes in work responsibilities.
- Leads / contributes to governance forums; Ensures clear accountability and decision processes and that tools and processes are place, and functioning, to make effective, informed strategic decisions.
- Works with the business to evaluate the value of services provided and alignment with business performance drivers. Reviews Service Level Metrics and Objectives to assess their ongoing alignment with business needs; Define and report metrics results; analyze trends on the quality and performance.
- The executive will be closely involved with the following processes: Business Relationship Management & Account Management; Business/ Demand Planning and Capacity Planning
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