Role Purpose

The IT Business Support Partner (IT BSP) acts as the strategic interface between IT and assigned Business Units. The role ensures that business priorities, demand, value, and outcomes are clearly understood, appropriately prioritised, and effectively enabled through IT services, capabilities, and delivery processes.

In addition to partnering directly with Business Units, the IT BSP works collaboratively within the wider BSP team to ensure consistent practices, shared visibility of demand, and a unified approach to business enablement across the organisation. This includes contributing to collective problem‑solving, sharing insights, aligning messaging, and maintaining common artefacts that support transparency and consistency in how IT engages with all Business Units.

The IT BSP operates as a trusted advisor to Business Units and a collaborative member of the IT Team, ensuring alignment between business goals and IT strategy while promoting transparent communication, informed decision‑making, and continuous improvement.

Key Responsibilities

1. Stakeholder Relationship Management – Business Units

• Serve as the primary IT point of contact for allocated Business Units.
• Build strong, trusted, collaborative partnerships across Business Unit stakeholders.
• Identify and translate business enablement needs into clear, actionable requirements for IT.
• Facilitate open communication and ensure clarity around priorities, progress, and dependencies.
• Support and educate Business Units on IT processes, delivery cycles, prioritisation and release schedules.
• Lead negotiations on priorities and delivery expectations when constraints or conflicts arise.
• Coordinate alignment discussions to ensure business and IT remain synchronised on objectives and timelines.

2. Stakeholder Relationship Management – IT

• Develop and maintain effective, respectful relationships with ITSLT and IT teams.
• Demonstrate a deep understanding of IT processes, policies, governance, and delivery models.
• The BSP works collaboratively with peers across the BSP team to ensure consistent translation of business needs, shared escalation awareness, and coordinated communication.
• The BSP team works collectively to support cross-BU enablement opportunities, reduce duplication, and ensure IT stakeholders receive coherent, aligned, and well‑structured business context.
• Act as a bridge between IT and Business Units—translating business urgency, outcomes and strategy into IT context.
• Raise challenges constructively where leadership escalation is needed (e.g., prioritisation, demand delays, business impact).
• Facilitate rich communication across IT stakeholders to ensure transparency and shared understanding.

3. Documentation of Business Priorities & IT Enablement

• Maintain and update the weekly ITBSP Enablement Pack for P1 and P2 activities.
• Ensure documentation provides clear visibility of progress, risks, next steps, and business implications for ITSLT consumption.
• Proactively chase required information from stakeholders where updates are pending or incomplete.
• Use documentation as a common reference point with Business Units to agree priorities and communicate progress.
• Identify and document areas where escalations require CIO or Business MD engagement.
• Produce additional detailed enablement documentation for wider audiences where beneficial.
• Facilitate appropriate governance forums (including steercos) to keep stakeholders aligned.

4. Improvements & Deliverables

• Demonstrate and evidence improvements enabled through the ITBSP function, linking outcomes to business value.
• Actively seek feedback from IT and Business Units to enhance the effectiveness of the ITBSP role and processes.
• Translate feedback into action and continuously refine value delivery.
• Showcase how IT-enabled initiatives contribute to measurable improvements within the Business Unit.

5. Big‑Picture Thinking

• Adopt a strategic approach to new and emerging Business Unit demands.
• Consider long‑term business goals, high-level outcomes, benefit realisation principles, and organisational interdependencies.
• Identify overlapping or duplicate initiatives across Business Units and promote collaborative, unified enablement.
• Recognise when enablement requires a cross-functional approach and involve relevant teams such as AI, Data, GRC, CISO, Finance, and HR.
• Align IT and business strategies to maximise value, avoid duplication, and support enterprise-wide optimisation.

6. Business Representation for DRB, ORB, Demands & Prioritisation

• Represent Business Units in Demand Review Boards (DRB) and Operational Review Boards (ORB).
• Maintain and support the Business Unit demand backlog, ensuring clarity of business value, urgency, risk and strategic alignment.
• Clearly articulate “why now”, expected value, impacts of not proceeding, and confidence levels of each demand.
• Negotiate trade-offs and priority decisions transparently with Business Units.
• Validate capacity constraints with IT operational leads to ensure realistic prioritisation and planning.
• Use dashboards and service insights to highlight pain points affecting business outcomes.

7. Communication Skills

• Represent IT, the ITSLT, and Business Units professionally and constructively in all interactions.
• Communicate clearly, inclusively, and adaptably with technical and non‑technical stakeholders.
• Present complex ideas succinctly with a focus on outcomes, options, and evidence-based reasoning.
• Influence and persuade effectively to drive alignment and support decision-making.
• Challenge perspectives constructively to encourage learning, improvement, and healthy debate.
• Promote transparent communication and encourage others to adopt inclusive communication practices.
• Facilitate clear negotiation conversations aligned with SCC priorities and resource constraints.

Key Competencies

• Strategic thinking;
• Relationship building;
• Communication and influencing;
• Business acumen;
• IT delivery & governance understanding;
• Stakeholder management;
• Prioritisation & negotiation;
• Continuous improvement mindset.

Typical Experience & Background

• Strong experience in business partnering, service management, IT delivery, or product ownership roles.
• Demonstrated ability to influence and negotiate with senior stakeholders.
• Proven experience translating business needs into IT outcomes.
• Solid understanding of IT processes, governance frameworks, and delivery lifecycles.
• Experience participating in prioritisation forums (e.g. DRB/ORB) is advantageous.
• Knowledge of ITIL (ITIL Foundation).

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