Business Relationship Manager

Description

SAIC is seeking a Business Relationship Manager (BRM) to join our account team supporting a major state & local government customer based in Richmond, Virginia. This role is the management and representation of IT infrastructure services to a variety of geographically disperse state agency customers.

• Be assigned to specific agencies as a point of IT management, escalation, coordination, and performance management for in-scope services.

• Develop and maintain positive, professional working relationships with customers, suppliers and other stakeholders.

• Become knowledgeable of each agency’s business and how IT supports their mission.

• Organize and facilitate operational meetings with customers to review IT infrastructure initiatives and service delivery.

• Work in conjunction with assigned Commonwealth Technology Strategic Partners; CTSPs will provide strategic support and guidance and the BRM team will provide operational and tactical support to customers.

• Be accountable for customer satisfaction for services; perform regular customer satisfaction assessments and resolve customer satisfaction concerns and issues.

• Work with customers to evaluate, define, and prioritize requests for resources and services.

• Clearly communicate the IT service needs, urgency and business case of agencies to the IT service suppliers.

• Support the development of business cases, requirements, and other supporting artifacts required to obtain and enable IT services on behalf of customers.

• Interface with project managers, service and operations managers to coordinate work, prioritize requests, and manage escalations for assigned customers.

• Working with service delivery staff, present the results of Problem Management / Root Cause Analysis to customers and obtain their sign-off on findings, actions and closure.

• Provide status reports, presentations and communications regarding the IT infrastructure services, service performance and projects.

• Monitor performance, develop plans, and report on status, actions and accomplishments.

• Manage and resolve issues relating to resource demands, priority conflicts, and scheduling across multiple vendors and customers using shared infrastructure and services.

• Identify opportunities for new services, service improvements, and technical innovation to meet customer business needs.

Background / Experience:

• The ideal candidate will have demonstrated experience as a service delivery manager, relationship manager or customer account manager in a state & local government environment. Basic understanding of Information technology infrastructure and solution delivery a plus. Experience in IT service management and customer satisfaction management is a must.

• Experience with the management of multiple vendors, subcontractors including direct and indirect resources is preferred, as is experience in project and/or financial management.

• Demonstrated track record of working toward pre-determined long-range goals and objectives. Assignments are often self-initiated. Virtually self-supervisory.

Qualifications

Requirements:

• Bachelors and six (6) years or more of related experience; Masters and four (4) years or more experience; PhD and 0 years related experience. Additional experience in lieu of education may be considered.

• Project Management Institute (PMI) Project Management Professional (PMP) certification or Business Relationship Management Professional (BRMP) certification is a plus.

• Strong skills with: MS Office products, Microsoft Project, Microsoft Visio, and Microsoft SharePoint. Experience with ServiceNow is desired.

• ITIL certification preferred (Foundation or above).

• Ability to pass the VA state background investigation, citizenship required.

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

REQNUMBER: 2614382

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability