business relationship manager

• maintains good relationship with customers

• identifies customer’s needs

• ensures service provider meet customer’s need

• works closely with service level manager

demand manager

• responsible for understanding, anticipating, and influencing customer demand for services

• works with capacity manager to ensure that service provider has sufficient capacity to meet the required demand

financial manager

• responsible for accounting, budgeting, and charging requirements

it steering group (isg)

• sets direction and strategy for it services

• reviews the business and it strategies in order to make sure that they are aligned

• sets priorities of service development programs

service portfolio manager

• decides on a strategy to serve customers in cooperation with isg

• develops service provider’s offering and capabilities

service strategy manager

• works with isg in producing and maintaining the service provider’s strategy

• responsible for communicating and implementing service strategy