Business Relationship Manager
Job ID: 215725
Location: RICHMOND, VA, United States
Date Posted: Apr 16, 2021
Category: Program Management
Subcategory: Project Analyst
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: No
Benefits: Click here
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
- Work in conjunction with assigned
Customer Account Managers; CAM’s will provide strategic support and guidance
and the BRM team will provide operational and tactical support to customers;
- Organize and facilitate
operational meetings with customers to review IT infrastructure initiatives and
- Be accountable for customer
satisfaction for services; perform regular customer satisfaction assessments and
manage customer satisfaction concerns and issues;
- Work with customers to evaluate,
define, and prioritize demand requests for resources and services;
- 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;
- Identify opportunities for new
services, service improvements, and technical innovation to meet customer
- Manage and resolve issues relating
to resource demands, priority conflicts, and scheduling across multiple vendors
and customers using shared infrastructure and services;
- Monitor performance, develop
plans, and report on status, actions and accomplishments.
Background / Experience
The ideal candidate will have demonstrated experience as a service
delivery manager or customer account manager in a state & local government
environment. 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.
Education / Certifications / Other
and six (6) years or more of related experience; Masters and four (4) years or
more experience; PhD or JD and two years (2) or more experience.
- Must have experience supporting a large customer
- Must have experience evaluating and defining demand requests
Management Institute (PMI) Project Management Professional (PMP) certification,
ITIL certification or Business
Relationship Management Professional (BRMP) certification is a plus.
skills with: MS Office products, Microsoft Project, Microsoft Visio, and
Microsoft SharePoint. Experience with ServiceNow is desired.
SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.