IT Relationship Manager

Johns Hopkins Applied Physics Laboratory•Laurel, MD

17h•Onsite

About The Position

We are seeking an IT Relationship Manager (RM) with an excellent work ethic and strong interpersonal skills to help maintain strong communications, develop process improvements, and strengthen stakeholder trust. 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. As an RM, your goal will be to ensure IT alignment with organizational goals. This will be accomplished by assisting with customer and group requests, providing mentorship on existing processes and procedures and advocating for a broad range of stakeholders with varying requirements.

Requirements

Possess a Bachelor’s degree in an IT-related field or equivalent years of professional IT work experience.
Have at least 10 years of professional IT experience focused on strong customer relationship management/customer service experience.
Have significant experience interacting and negotiating with executives and stakeholders.
Possess a positive and optimistic outlook, exuding confidence, especially when meeting with senior leadership and facing challenging situations.
Demonstrate the ability to independently and effectively identify and resolve complex problems using current job knowledge, research and external resources.
Can provide examples of previous success with conflict resolution and the ability to make difficult decisions after acquiring adequate input.
Are a highly effective communicator with excellent customer service and negotiation skills, who can demonstrate strong capability to document analyses, deliver business and technical presentations to customer teams and upper management, and provide regular email notifications about AMDS initiatives across the Sector.
Can demonstrate the ability to interface well with all levels of staff to facilitate and direct unique customer requests.
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

Possess a Masters 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 and AMDS user community for all non-routine technical requests and escalated customer service concerns. Supported services include a range of IT offerings, including both classified and unclassified capabilities.
Serve as a liaison between AB1 and users to address planned changes partner with Service and Project Managers to author email notifications to customers regarding planned IT updates, deployments, outages and other changes affecting their computing environment.
Communicate with all levels of leadership across AMDS regarding upcoming initiatives, implementations, and service enhancements to gather feedback about the unique aspects of the implementations and the unique needs of the Sector.
Gain strong understanding of both IT and AMDS Groups' and Programs short and long term priorities and other strategic initiatives. Facilitate meetings and identify key areas for service improvement based on users requirements and feedback.
Regularly brief AB1 leadership on the status of customer satisfaction, owning and resolving any issues that may be adversely impacting satisfaction.
Coordinate activities with the other IT Relationship Manager(s) to ensure consistent communications and service delivery to customer departments.
Facilitate customer forums to discuss new technologies and capabilities
Lead regular customer meetings to cultivate collaboration between the customer community and the Information Technology team through accurate needs gathering and understanding of customer requirements
Provide timely attention to issues to ensure requested support is addressed well in advance of business impacts
Proactively follow up with customers and establish solid lines of communication to enhance customer satisfaction
Perform other duties as assigned.