Business Relationship Manager

Job summary

Do you have excellent interpersonal skills and the ability to develop relationships across an organisation?

Are you someone who enjoys working collaboratively with different business areas?

If so, we'd love to hear from you!

As a Business Relationship Manager, you will ensure effective business engagement and communication between our IT Services Directorate (ITS) and all other business areas within DVLA. You will help to ensure availability of DVLA’s services, continually monitoring and reviewing customer experience to identify improvement opportunities in a way that IT supports business outcomes. For DVLA’s ever expanding portfolio of digital services, you must ensure a thorough understanding of how these underpin business outcomes and how the business’ ways of working are evolving as new and changed services are delivered.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays and a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at DVLA - Driver and Vehicle Licensing Agency - Department for Transport Careers

Job description

As a Business Relationship Manager, you will build and nurture strong, collaborative relationships with key stakeholders across designated business areas, ensuring a trusted partnership that supports the delivery of organisational objectives.

You will act as the primary liaison between the business and IT Services (ITS), providing strategic guidance and ensuring technology services are aligned to business priorities. Working closely with colleagues across ITS, you will champion a partnership approach, helping stakeholders understand, prepare for and successfully adopt change, while driving continual improvement in the overall health and effectiveness of business relationships.

This role will provide you with visibility of the work which goes on within ITS and the rest of the business, resulting in a unique dual perspective. You will become the voice of the business within ITS, advocating for their needs whilst balancing this with requirements within ITS. You will also get the exposure to build working relationships with a variety of senior stakeholders across the entire Agency.

Your responsibilities will include, but aren’t limited to:

Act as an overarching contact point for a portfolio of DVLA’s business areas (such as DM, ISG, CAEG, OSG, Contact Centre and non-operational areas), across service and product boundaries. Develop and maintain positive relationships with key stakeholders across your portfolio of business areas, providing an efficient means of engagement with ITS on key operational topics, issues and activities.

1. Engage with project and major change activity to ensure that operational business impacts, outcomes and ways of working are fully understood when new or changed services are transitioning into live status. As part of this engagement, promote sustained investment of user-centred approaches to ensure products and services meet user needs.

2. Provide effective two-way communication between ITS and business areas on IT Service Management issues and activities requiring overarching communication across service and product boundaries, such as Major Incidents and service-impacting changes.

3. Where appropriate, hold regular service review meetings with business areas to discuss hot topics, provide key ITS updates and understand any changes to ways of working within the business that may have a bearing on ITS activities.

4. Partner with stakeholders in the BRM function across other Government departments to provide strategic guidance on meeting goals. Represent and promote DVLA’s BRM function across external forums and in audit activities, as well as in DVLA’s strategic partnership with the Service Desk Institute®.

For further information on the role, please read the attached role profile.

Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Would you like to find out more about the role, the digital team and what it’s like to work at DVLA? If so, we are organising a familiarisation session where you can virtually 'meet the team' on Wednesday 9th September at 12pm. Book a place here.

Person specification

• You will have strong internal and external stakeholder engagement experience, with the ability to influence across all levels of seniority within the organisation.
• You will be a strong advocate for change and continual improvement, recognising the benefits of promoting a change culture across your stakeholders and customers.
• Above all you will have outstanding communication skills with the ability to engage an audience and handle challenge strategically and professionally.
• You must hold or be willing to work towards the certifications listed within the attached role profile.

Additional Information

Working for the DVLA Digital Team

At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect that’ll wash across the nation. Here the work you’re doing has the capacity to change the way 53 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day.

To see how our people are transforming our digital services, head over to our DVLA Digital Services Blog and, to understand more about the great opportunities and benefits of working at DVLA read our Inside DVLA blog.

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week. Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 35 hours per week.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (the location cited in the advert) or, when required for business reasons, in another office/work location. There may