Relationship management RLMT
The systematic identification, analysis, management, monitoring and improvement of stakeholder relationships in order to target and improve mutually beneficial outcomes. Gains commitment to action through consultation and consideration of impacts. Design the relationship management approach to be taken; including roles and responsibilities, governance, policies, processes, and tools, and support mechanisms. Creatively combines formal and informal communication channels in order to achieve the desired result.
Moving to SFIA 8
There is an updated version of this skill for SFIA 8.
- The skill has been renamed to Stakeholder relationship management
- This is in line with the skill description so is not a change of scope
- Re-naming helps distinguish this from general relationship building/working relations which is described in SFIA's generic attributes and also from other domains such as customer relationship management and public relations (PR) management
- The skill descriptions have been edited for readability and guidance notes have been added
- Details available here - SFIA 8 Stakeholder relationship management
- SFIA 7 skill descriptions will remain available for you to use
- Previous SFIA assessments are not impacted by this change.
Levels of responsibility for this skill
| 4 | 5 | 6 | 7 |
Relationship management: Levels 1-3
This skill is not typically observed or practiced at these levels of responsibility and accountability.
Relationship management: Level 4
Implements stakeholder engagement/communications plan. Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.
Relationship management: Level 5
Identifies the communications and relationship needs of stakeholder groups. Translates communications/stakeholder engagement strategies into specific activities and deliverables. Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans. Provides informed feedback to assess and promote understanding. Facilitates business decision-making processes. Captures and disseminates technical and business information.
Relationship management: Level 6
Leads the development of comprehensive stakeholder management strategies and plans. Builds long-term, strategic relationships with senior stakeholders (internal and external). Facilitates the engagement of stakeholders and delivery of services and change projects, acting as a single point of contact for senior stakeholders, facilitating relationships between them. Negotiates to ensure that stakeholders understand and agree what will meet their needs, and that appropriate agreements are defined. Oversees monitoring of relationships including lessons learned and appropriate feedback. Leads actions to improve relations and open communications with and between stakeholders.
Relationship management: Level 7
Determines the strategic approach to understanding stakeholder objectives and requirements. Works with all interested parties to establish effective relationships between stakeholders, including responsibility for the relationship between technology functions and end users. Establishes and promotes the overall vision for how stakeholder objectives are met and determines organisational roles and alignment. Actively manages relationships with the most senior stakeholders, and is the ultimate escalation point for issue resolution. Defines, and gains agreement on, the principles for establishing effective relationships between stakeholders, including responsibility for the relationship between IT functions and end users.