IT Relationship Manager

Johns Hopkins Applied Physics Laboratory•Laurel, MD

14h•Onsite

About The Position

Are you looking to join a dynamic, collaborative team with strong ties to its user community? Do you bring a customer-first mindset and the curiosity to dive into and understand technical details? If so, we’d love to have you join our team at APL! We’re seeking an IT Relationship Manager who builds strong stakeholder relationships and brings a curious, detail-driven mindset with a willingness to dig in and learn. You will be joining a hardworking team that is responsible for the vital support of the Air Missile Defense Sector's (AMDS) classified computing environment.

Requirements

Possess a Bachelor’s degree in an IT-related field or equivalent years of professional IT work experience.
Have at least 3-5+ years of professional IT experience focused on strong customer relationship management/technical services experience, for example: Technical Account Manager (TAM) or technical Customer Success Manager (CSM), Project Manager or Business Analyst who has worked in an “hands-on” capacity in a technical environment
Possess a positive and optimistic outlook, exuding confidence, especially when meeting with users, and facing challenging situations and negotiating with stakeholders.
Can provide examples of previous success with conflict resolution and the ability to make difficult decisions after acquiring input from all sides.
Are a highly effective communicator with excellent customer service and analytical skills, with a proven ability to write documentation, deliver business and technical presentations, and provide regular notifications about AMDS initiatives across the Sector.
Are able to obtain an Interim Secret clearance by your start date and can ultimately obtain a Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.

Nice To Haves

Experience with software development (ex: Python, C++).
Exposure to AI/ML concepts and tools.
Possess a Master’s degree in IT or related field.
Have obtained an ITIL Certification.
Possess an active Secret Clearance.

Responsibilities

Serve as the primary point of contact between the IT operations team and AMDS user community for all non-routine technical requests and escalated customer service concerns.
Communicate and explain the impact of scheduled maintenance, unplanned outages and other impactful changes.
Build strong and trusting relationships with technical teams that make up AMDS’ broad user community.
Develop and understanding of user’s unique operational needs and constraints.
Explore how users leverage classified technologies through exposure to mission use cases, technical investigations, and collaboration with subject matter experts.
Develop a strong understanding of APL’s technical services, including the software development environments, high performance computing clusters and the AI/ML capabilities.
Lead user forums to showcase new capabilities and promote collaboration and knowledge sharing.
Gain a strong understanding of both IT and AMDS’ short and long-term priorities to ensure solid alignment between the IT operations team and the user community.
Coordinate activities with the other IT Relationship Manager(s) to ensure consistent communications and service delivery.
Perform other duties as assigned.