Customer Relationship Manager

Req ID:108758NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a Customer Relationship Manager to join our team in San Antonio, Texas (US-TX), United States (US).NTT DATA is looking for a Customer Relationship Manager to support a critical global program to modernize the Department of Defense Health Agency’s (DHA) Information Technology (IT) infrastructure. This will result in standardized, highly available and robust global IT infrastructure and enterprise services that span DHA from the end-user desktop through the data center while adhering to cost containment and operational efficiencies. The IT infrastructure and operations framework will support a global data communications network and enterprise services infrastructure, managing and governing a network of local and regional Integrated IT Service Providers (ISPs) and vendors. The managed service provider community is delivering data center(s), server hosting and end-user platform capabilities supporting more than 1,200 healthcare delivery and support locations with over 150,000 military personnel.In this role you will work with the Government to oversee Customer relationships for the Enterprise Information Technology Services Integrator (EITSI) and Integrated Service Providers. You will lead the Business Relationship Management function for the EITSI, and support Customer interactions across the Integrated Service Providers. This role supports and coordinates the On-Going Program of Customer Satisfaction and manages the Business Analysis and Demand Management practices for the EITSI to advocate and serve Customers and the overall MHS mission.You will serve as the main Point of Contact (POC) for EITSI customers by integrating and streamlining communications with the various delivery teams and the DHA. Your focus will be on the customer experience by structuring communication to ensure proper follow through, and the close engagement with the Service Desk, Account Managers, and Service Delivery teams to achieve customer satisfaction. The Customer Relationship Manager serves as a liaison between technical and non-technical departments to ensure that requirements are met for the customer. In this position you will build customer-focused relationships that identify business and support challenges and develop specifications and requirements to arrive at an optimal solution. You will collaborate across multiple internal teams to make sure successful delivery of results and assist clients throughout the full lifecycle of problem resolution. You will identify issues, risks, open items, decision process, and actions for success of the program as it pertains to the customer.In this role you may plan and lead major information technology assignments and projects.You will evaluate performance results and recommend major changes affecting short and long-term project growth and success. You will function as a programmatic expert across multiple project assignments and serve as a liaison between business and technical aspects of projects. You will plan project stages and assess business implications for each stage while monitoring progress to assure deadlines, standards, and cost targets are met. May supervise others.Required Qualifications• Ten (10) years of progressive experience Customer Relationship Management.• PMP or equivalent.• ITILv4 certification or equivalent.• U.S. Citizen with the ability to obtain a Public Trust clearance.Desired Qualifications• Master's degree• Two (2) years of additional experience along with a bachelor's degree will substitute for a master's degree.• Demonstrated experience leading and managing in a large complex IT infrastructure consolidation effort• Demonstrated experience in Service Desk Leadership and management• Demonstrated experience with DoD/military health systems and programs, i.e. MHS, GENESIS, DHA, MTFs, DHMSM• Demonstrated experience with DoD/DHA systems/programs/commands in general• Demonstrated experience with large ServiceNow implementations, large ITIL v3/ITSM programs, prefer ITIL v4 as well.• Demonstrated experience with programs that include many contractors, vendors, and customers in healthcare delivery (hospitals) locations around the country, preferred global.About NTT DATA ServicesNTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100. NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.Posting Date:12/10/2020Department: -