Business Relationship Manager

Position Summary

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.
• 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 service delivery.
• 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 business needs.
• 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.

Required Education and 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.  Virtually self-supervisory.

Education / Certifications / Other

• Bachelors 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.
• 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)