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. ### Qualifications 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. ### About the Company [SAIC®](http://www.saic.com/) is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intellig…