Business Relationship Manager

SAIC•Richmond, VA

20h•Onsite

About The Position

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.

Requirements

Demonstrated experience as a service delivery manager, relationship manager or customer account manager in a state & local government environment.
Experience in IT service management and customer satisfaction management is a must.
Demonstrated track record of working toward pre-determined long-range goals and objectives.
Assignments are often self-initiated.
Virtually self-supervisory.

Nice To Haves

Basic understanding of Information technology infrastructure and solution delivery a plus.
Experience with the management of multiple vendors, subcontractors including direct and indirect resources is preferred, as is experience in project and/or financial management.

Responsibilities

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.