Business Relationship Manager

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.

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.