Business Relationship Manager

Job Number: 3517
Job Type: Full-Time
Location: 150 Frederick St - Regional Admin Headquarters. This position is expected to work hybrid (work from both home and Regional office with a minimum of 3 days onsite).
Job Category: Information Technology
Number of Positions: 1
Department: Information Technology Services Planning and Projects
Division: Corporate Services
Hours of Work: 35
Union: Management/Management Support
Grade: Management/Management Support Grade 06
Salary Range: $91,291.20 - $114,114.00 annually

About Us!

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:

• Taking only what we need
• Leaving some for others
• Keeping the dish clean

This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity.

Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051.

Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

The Role

Creates and maintains strategic partnerships (with a corporate business perspective) between the Division and client departments to identify, recommend, articulate the value of, and implement technology solutions to support corporate and departmental strategic goals. Assists with IT portfolio management through the project management office.

Our Team:

The Information Technology Services (ITS) team is a dedicated group of professionals delivering technology service and guidance to a very broad range of clients across the Region.

As a member of the ITS Planning and Projects team, you will work with business teams as they build their strategic plans and roadmaps, identifying opportunities where technology can improve how the Region delivers our services. Take your planning, analysis, and project experience to the next level, as you provide input to help to shape initiatives to align business and organizational priorities and ensure technology meets the needs of business teams and processes.

We are passionate about what we do, so if you share our passion, then come join our team as we tackle the challenges and reap the rewards of the fast-paced and ever-changing world of technology.

Duties/Responsibilities

• Builds and maintains strategic partnerships between the Division and assigned client programs/ departments, and guides other ITS staff and clients for same, including assessing requirements for new or additional services. Advises clients on effective use of technology to meet operational objectives, while also meeting the Division’s strategic direction. Acts as the strategic contact for clients regarding the Division’s services and products. Recommends and assists with implementing technology solutions. Advocates within the Division on behalf of clients, and identifies opportunities to connect clients with technology and external providers for improving operational efficiency and service delivery.
• Leads, coordinates, and facilitates teams made up of divisional staff, clients, and external partners for cross-divisional and cross-jurisdictional initiatives. Identifies opportunities to use technology to improve work processes and procedures, and assigns, coordinates, and monitors projects/work. Assists clients through the intake process and governance model (project inception, through corporate prioritization and completion).
• Identifies and measures client satisfaction, and identifies and recommends continuous improvement opportunities. Facilitates and participates in the development and implementation of service level agreements and monitors and reports on achievement. Consults and liaises between clients and other divisional staff to prevent/resolve escalated issues.
• Assists clients to negotiate contracts and agreements with vendors for products and services ensuring compliance with technology standards and procurement processes.
• Informs clients and other staff regarding corporate information technology strategy and principles, processes, policies (including acquisitions), and standards, and assists others to comply.
• Assists to maintain the project management office and resource deployment model. Guides, assists, and informs staff on project management methods.
• Assists clients to plan, organize, and conduct studies to identify opportunities to use technology to provide added value to the business. Provides guidance on how to leverage existing corporate solutions into the business.
• Researches and evaluates new technologies and their integration/ alignment with the information technology strategic direction. Keeps knowledge current on existing and emerging technology within client programs, and within other business and government tiers. Assists to develop and provide high level cost/ benefit estimates for same, including identifying alternatives and making recommendations, ensuring technology-related decisions will not adversely impact customer service or the cost of providing service.
• Collaborates and reviews existing and proposed solutions across departments to eliminate duplication, leverage existing solutions, ensure compliance with the enterprise plan, and meet goals and objectives.
• Keeps knowledge current regarding architecture definition activities (e.g., infrastructure, application, platform, data, business).
• Provides status updates and information to project teams and stakeholders, including the departmental leadership team.
• Assists to implement divisional policies, processes, and standards, and ensure own and others’ compliance.
• Provides input for the divisional budget. Assists to maintain hardware and software inventories. Assists to prepare requests for proposals and select vendors. Reviews contracts for hardware, software, and service contracts. Has signing authority as delegated. Assists clients to prepare information technology budgets and reserves for products and services.
• Chairs/ participates on working groups and committees with area municipalities, the Province, and other agencies.
• Performs related duties, as required.

Knowledge, Skills, and Abilities

• Knowledge and skills are normally acquired through a post-secondary degree in a related field (e.g., computer science, business administration), plus progressively responsible related experience (or an equivalent combination of education and experience).
• Knowledge and skill in planning and designing information technology architectures, systems development methods, project and program management, strategic planning, business process modelling, project budgeting, and negotiation techniques.
• Knowledge of and ability to comply with policies, procedures, collective agreements, and related legislation (e.g., privacy, accessibility).
• Analytical, problem solving, and continuous improvement skills to identify and recommend technology solutions that align with client business needs and the corporate information technology strategy; lead cost/ benefit analysis; and identify/ understand interrelationships between business functions, stakeholders, and technology solutions. Ability to execute programs and manage a diverse client portfolio.
• Leadership, communication, human relations, negotiation, business acumen, and presentation skills to partner with clients to understand their business needs/ challenges and provide technical advice and solutions; communicate complex concepts to technical and non-technical audiences; articulate and advocate for the value of technology investments; collaborate with and train other ITS staff; present reports/ proposals to clients and management; develop and liaise between stakeholders regarding service level agreements; and participate as an effective team member.
• Ability to read and understand technical documentation, software specifications, and operating manuals. Ability to write project proposals and reports for audiences with varied technical knowledge.
• Ability to travel within and outside Waterloo Region. Ability to support and demonstrate the Region’s values.

The Region of Waterloo is an equal opportunity employer dedicated to an inclusive and accessible recruitment process. We actively encourage applications from diverse groups, including Black, racialized, First Nations, Métis, Inuit individuals, women, people with disabilities, and 2SLGBTQIA+ persons, and are committed to equity, diversity, accessibility, and inclusion in the workplace.

Accessibility and Accommodations
The Region of Waterloo is committed to providing an accessible and inclusive workplace where all employees can succeed. If you require accommodations at any stage of your employment, whether during onboarding, training, or while performing your role, please let us know. Your hiring manager will reach out prior to your start date to discuss the role, workspace, and typical workday to ensure you have the supports you need to be successful. Accommodations are flexible and may be adjusted as your needs or role evolve. All discussions regarding accommodations are confidential, focused on supporting your success, and respect your choice about what, if any, personal information you wish to share. For questions or to request accommodations during your recruitment, onboarding or employment, please contact talentmanagement@regionofwaterloo.ca, or by calling our Service First Contact Centre at phone number (519) 575-4400.

Please note: candidates will be provided an update on their application. Please check your spam or junk folder occasionally as some candidates have noticed our emails in those folders (Gmail and Hotmail in particular).