Internal Firm Services- One India Technology- Business Relationship Manager

At PwC, our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance, troubleshooting issues, and implementing security measures. Those in IT operations support at PwC will focus on providing technical assistance and troubleshooting to provide smooth functioning of IT systems and non-cloud based infrastructure. Your role will focus on providing L1 and possibly L2 support.

Job Summary: The Business Relationship Manager (Manager) is responsible for advancing the Business Relationship Management (BRM) capability within PwC ACs in India Technology by fostering productive, outcome‑driven relationships between business stakeholders and technology teams. The role works closely with business leaders, global technology partners, and service management teams to identify priorities, shape demand, and translate business needs into actionable technology initiatives aligned with enterprise roadmaps.

In this role, the Manager actively manages stakeholder expectations, mediates competing requirements, and leads the resolution of escalations through structured and empathetic engagement. The position requires a strong focus on business value realization, digital awareness, risk assessment, and business continuity, ensuring that technology solutions deliver tangible benefits and sustained adoption.

Operating at both strategic and operational levels, the Business Relationship Manager contributes to long‑term business planning while overseeing ongoing commitments to ensure timely, high‑quality delivery. By staying abreast of industry and technology trends, the role continuously identifies opportunities for innovation and improvement, strengthening collaboration across functions and reinforcing Technology’s role as a trusted advisor to the business.

Roles And Responsibilities

Strategic Business Partnership

• Act as the primary strategic interface between business leadership and Technology, ensuring business priorities and desired outcomes are clearly articulated, understood, and translated into actionable technology initiatives aligned with enterprise roadmaps.
• Partner with business leaders to identify short‑ and long‑term opportunities that enhance business capabilities, drive digital enablement, and strengthen Technology’s value contribution.
• Continuously assess industry, business, and technology trends to proactively identify opportunities for innovation and improvement.
  
  

Stakeholder & Relationship Management

• Build and sustain trusted, outcome‑driven relationships with senior business stakeholders, global technology partners, and service management teams.
• Proactively manage stakeholder expectations by establishing clear, realistic commitments that support transparency, confidence, and mutual accountability.
• Mediate competing and conflicting stakeholder requirements with diplomacy and sound judgment, ensuring balanced, business‑focused outcomes.
• Lead the resolution of stakeholder complaints and escalations through a structured, empathetic, and professional engagement model.
  
  

Demand Shaping & Value Realization

• Shape and prioritize demand for new or enhanced products and services in alignment with business objectives, risk considerations, and capacity constraints.
• Identify and articulate business value throughout the lifecycle of initiatives, with a strong focus on outcomes, adoption, and benefits realization.
• Ensure solutions are developed with consideration for digital awareness, risk assessment, business continuity, and long‑term sustainability.
  
  

Delivery Oversight & Governance

• Monitor ongoing commitments and initiatives to ensure timely, high‑quality delivery that meets agreed business outcomes.
• Collaborate closely with Incident, Problem, Change, and Business Transformation teams to ensure requirements are well understood and effectively governed.
• Liaise with global and cross‑territory teams on shared initiatives, promoting alignment to best practices and consistent service experiences.
  
  

Collaboration, Influence & Leadership

• Engage business unit leads to reinforce shared objectives and ensure alignment across joint strategic efforts.
• Positively influence across organizational boundaries to break down silos and enable effective collaboration between Business and Technology teams.
• Demonstrate leadership through clear communication, sound decision‑making, and a strong commitment to customer and business success.
  
  

Skills Required

• Relationship-building
• Strategic thinking
• Assertiveness and diplomacy
• Energy and focus
• Strong communication skills
• Highly skilled negotiating and problem-solving skills
• Leadership skills
• Ability to be collaborative and to encourage collaboration
• Ability to focus on business value results instead of solutions
• Ability to positively influence others and to break down organizational silos
• Strong writing, speaking, and presenting skills
  
  

Certifications

• ITIL V4
• BRMP Certified/Foundational course completed on BRM
• MS Office Expert certification
• Snow Certification (CSA)
  
  

Qualifications

Batcheler’s /Master’s degree in any of the fields from recognized college/University with 7 to 10 years’ experience in IT support and Business Relationship Management. Demonstrated leadership skills including excellent oral and written communication skills. Strong knowledge of Service Now Ticketing tool, ITIL practices, Agile and Scrum framework. Computer skills and knowledge of applicable software programs/Tools like Power Point, Word, Excel. Power BI and Data analytics/Data intelligence tools knowledge would be added advantage. Ability to work with diverse teams, cross functional teams and diverse geographic populations.

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