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The business relationship manager focuses on the strategic and tactical needs of customers, in particular how those needs may change in the future.  Their key goal is to ensure that the service provider is creating and supplying value to the customer leading to improved customer satisfaction and improved income for the service provider.

Whilst the business relationship manager works closely with the Service Level Manager, they do not tend to get involved in the day-to-day operational issues that dominate in that role.  The service level manager will provide information on current service delivery and performance to the business relationship manager who will provide a strategic perspective to put this in context and support forward planning.

The business relationship manager role may previously have been known as Account Manager, Business Development or Sales Representative in some organisations