On 25 September, the IT Engagement team at The University of Leeds hosted a lively and insightful UCISA event: Delivering Value Beyond IT: Business Relationship Management (BRM) in Action.” Over 50 colleagues from universities across the UK came together to explore how Business Partnering is helping institutions break down silos, deepen their understanding of business needs, and align resources through stronger stakeholder engagement — with this wealth of knowledge often creating impact far beyond IT.
Members of the IT Engagement team:
Top row (l to r) - Ian Strachan, John Dodds, Ann-Marie Hartland, Naomi Tickhill, Timothy Metcalf
Bottom row (l to r) - Paul Cave, Sue Cunningham, Tracy Rothery
On 25 September, the IT Engagement team at The University of Leeds hosted a lively and insightful UCISA event: Delivering Value Beyond IT: Business Relationship Management (BRM) in Action.” Over 50 colleagues from universities across the UK came together to explore how Business Partnering is helping institutions break down silos, deepen their understanding of business needs, and align resources through stronger stakeholder engagement — with this wealth of knowledge often creating impact far beyond IT.
The day kicked off with a thought-provoking talk from Professor Paul Glover, who tackled the ethical challenges of AI. His session sparked conversations around trust, training, and regulation—reminding us that technology is only part of the story.
From there, the University of Leeds Heads of IT shared their journey of working collaboratively to transform IT into a trusted partner and enabler. Through real-life case studies, they showed how a customer-focused approach is making a difference in how IT Services are perceived. Director of Engagement in IT at Leeds, Ann-Marie Hartland said “We’re shifting IT from a service provider to a true partner by listening, understanding needs, and acting on them. Our team’s diversity helps us see challenges from different angles and deliver what really matters and strong Business Relationship Management turns those insights into partnerships that make a difference not just in IT, but across the wider University.
Jordan Duncan from Organisational Development & Professional Learning brought a creative twist with a visual exercise that encouraged attendees to think differently about the value BRMs can bring.
After lunch, Katie Langford from Leeds Beckett University continued with the creative theme, using role-playing game characters to illustrate stakeholder management strategies—an imaginative and engaging way to explore customer relationships.
The final speaker, Steven Blundell from the University of Durham, demonstrated how Microsoft Dynamics CRM is helping their teams capture customer interactions and improve engagement across the board.
The day wrapped up with a feedback session led by Richard Manley from UWE Bristol, where there was a broad consensus on the skills the attendees want to develop—like influencing, negotiating, resilience, and strategic awareness.
What really stood out was the sense of community and shared experience. As one delegate put it, “It’s been a really useful day—great to get together with colleagues and understand that everyone has the same issues, and get tips and tricks.”
Overall, the event was a great showcase of how these professionals are driving change, building relationships, and helping universities deliver real value.