Information Technology Business Relationship Manager

The IT Business Relationship Manager (BRM) supports Supply Chain IT operations for the US and Canadian business. They will contribute to the delivery, orchestration, and continuous improvement of services across the ERP and local application landscape. Partnering closely with internal IT teams and external service providers, the BRM ensures stable, compliant, and business‑aligned technology outcomes.

The BRM supports platform governance across ERP and boundary applications, ensuring adherence to regulatory requirements, internal controls, and corporate standards. This role translates business needs into actionable requirements, coordinates incident/problem/request management, and drives continuous improvement across supply chain, operations, and finance processes.

We’re seeking a motivated professional with strong Oracle Cloud ERP (or similar) functional knowledge, excellent analytical and communication skills, and experience in operational IT support environments.

Essential Functions
1. IT Operations & Platform Support

Support day‑to‑day IT operations for Oracle Cloud ERP and local applications by monitoring system health, validating data flows, and ensuring stable business operations.

Collaborate with local/global IT teams and vendors to translate operational issues or business needs into actionable requirements and coordinated support activities.

Serve as the business‑facing contact for functional issues, enhancement requests, and process inquiries.

Communicate maintenance activities and system downtime to business users in a clear, timely manner.

Monitor system performance metrics, identify risks, and escalation issues with clear business context.

Ensure processes and system usage align with global standards, security guidelines, and compliance requirements.

2. Incident, Problem & Request Management

Coordinate incident resolution by gathering requirements, replicating issues, and communicating business impact to technical teams.

Participate in major incident activities, including triage and stakeholder communication.

Support root cause analysis (RCA) and define corrective/preventive actions.

Define monitoring requirements and controls to improve system stability and user experience.

Ensure service and access requests follow standardized processes and approvals.

3. Supply Chain & Business Partnership

Act as an IT partner for Supply Chain, Operations, and Finance teams.

Translate business needs into functional IT requirements.

Conduct process analysis to identify gaps and improvement opportunities in workflows (O2C, P2P, inventory, logistics, manufacturing).

Support ERP systems through testing, data validation, and cross‑functional alignment.

Participate in workshops and continuous improvement initiatives.

Document business processes and user procedures.

4. Change, Release & Environment Management

Support release planning and coordinate business testing activities.

Assist with change impact assessments and stakeholder communications.

Ensure all changes follow ITIL‑aligned processes with proper documentation and approvals.

Validate system functionality across DEV/TEST/PROD environments.

Work with vendors and delivery teams to ensure requirements are clearly understood and implemented.

Contribute to service performance reviews and provide business impact insights.

Support updates to service levels, processes, and documentation.

Coordinate cross‑functional teams to ensure timely, quality delivery.

Identify opportunities for automation and process improvement.

Support operational improvement initiatives and drive adoption.

Enhance IT service catalog offerings and documentation.

Partner with IT leadership to design scalable capabilities for future growth.

Minimum Education, Knowledge, Skills, and Abilities
Education

Bachelor’s degree in IT, Business, or related field (or equivalent experience)

Professional Experience

4–7+ years in IT operations or application support across multiple functions (Supply Chain, Finance, etc.)

2–3 years of IT Service Management experience in a Cloud ERP environment

Technical Knowledge & Tools

Oracle Fusion Cloud ERP or similar

Warehouse Management Systems (WMS)

Integration tools (Boomi, OIC, EDI, APIs)

ServiceNow or similar ITSM tools

Core Competencies

Strong accountability and ownership mindset

Ability to operate in fast‑paced, global environments

Clear communication with both technical and business stakeholders

Strong stakeholder management and collaboration skills

Ability to manage competing priorities and deadlines

Comfortable working independently and within cross‑functional teams

Skilled at facilitating discussions and driving outcomes without direct authority

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