Business Relationship Management - grade 8

Experiences

Activities and responsibilities likely to be required when working at this level

• Requirements management – capturing high level business requirements and translating them in a way that can be understood by IT
• Relationship management of senior stakeholders, suppliers and external organisations, managing expectations, applying influencing and negotiation skills
• Shaping and surfacing demand for services
• Comprehensive understanding of the entire service portfolio responsible for the delivery of service levels agreed with the business
• Insight and understanding of how services are used ensuring that UCL gets the best value from its investment in IT and how the value can be unlocked
• Ensuring excellent customer satisfaction and perception
• Identifying and understanding trends from a variety of data sources to support business decision making and strategy

Personal and professional development

Development options to consider when working towards this level

Learning on the job

• Gain an understanding of how to build a network
• Run events to raise awareness of technology within departments
• Understanding of stakeholder needs
• Analysing data to provide insight
• Look for relevant secondment opportunities

Learning from others  

• Work shadowing; taking an active part in meetings, participating in training sessions
• Providing small group support on different technologies
• Preparing support/guidance materials
• Facilitating events
• Liaising with and mediation between other operational groups

Formal learning

• Certified Member of the Association for Learning Technology (CMALT) qualification
• Higher Education Authority (HEA) qualification
• Business Relationship Manager (BRM) Practioner
• ITIL service strategy 
• Service level management
• Training in persuading and influencing

Transferable skills and competencies

UCL uses the Universal Competency Framework (UCF) to discuss transferable skills. Find out more details on the framework.

Relating and Networking

• Building rapport
• Networking
• Relating across levels
• Managing conflict
• Using humour

Formulating strategies and concepts

• Thinking broadly
• Approaching work strategically
• Setting and developing strategy
• Visioning

Persuading and influencing

• Making an impact
• Shaping conversations
• Appealing to emotions
• Promoting ideas
• Negotiating and gaining agreement
• Dealing with political issues

UCL Ways of Working

These describe expected behaviours in line with UCL culture and values.  For Ways of Working indicators and steps to development please refer to the Ways of Working website.