Role: Agency Business Relationship Manager
Agency Business Relationship Manager
Synonyms: Customer Service Representative, IT Manager
Role Sets: All-RolesISD Roles


Main Description

This position (ABRM) is assigned responsibilities related to overall tactical planning and coordinating the communication with individual agencies for information technology needs. This includes serving as the contact point for customer complaints and issues to elevate cases, coordinating meetings between the agency and IT staff to discuss needs, proposals, etc. Employees in job work with users, senior management and others to aid in identifying and defining long-range information services requirements, develop a plan of approach, determine costs and resources required, and provide the conduit for the development of proposals for business leadership. They may also provide direct support in the creation of the annual SLA.


This role’s primary function is to coordinate the communication with agencies that are using ISD services.



Excellent Communication Skills, Attention to Detail, Ability to work with others in a positive way, Excellent skills utilizing MS Office products.

Required at this level:  knowledge of information technology theories and systems related to the assigned business area, knowledge of systems analysis methodologies and tools, knowledge of the functional area supported, and knowledge of agency business requirements to communicate effectively, establish and maintain effective working relationships with others.
Synonyms Customer Service Representative, IT Manager