SAIC

Business Relationship Manager

SAIC • $90K — $120K *
Richmond, VA 23223In-Person
Education, Government & Non-Profit
5 - 7 years of experience
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Job Overview by Ladders

Qualifications

  • Bachelor's degree with 6+ years of related experience or Master's with 4+ years; PhD with no experience acceptable
  • Project Management Professional (PMP) or Business Relationship Management Professional (BRMP) certification preferred
  • Strong proficiency in MS Office, Microsoft Project, Visio, SharePoint; ServiceNow experience desirable
  • ITIL certification (Foundation or above) preferred
  • Must be able to pass state background check, citizenship required

Responsibilities

  • Serve as IT management point of contact for specific agencies
  • Foster and maintain positive relationships with customers and stakeholders
  • Lead operational meetings to assess IT infrastructure initiatives
  • Collaborate with Commonwealth Technology Strategic Partners for operational support
  • Account for customer satisfaction and address concerns
  • Gather and prioritize resource/service requests from customers
  • Communicate IT service requirements to suppliers
  • Present findings from problem management to customers for approvals
  • Provide reports and updates on IT services, performance, and projects
  • Oversee issue resolution for resource and scheduling conflicts
  • Identify opportunities for service improvements and innovations

Benefits

  • Opportunity to influence IT management for state agencies
  • Professional development in service delivery and relationship management
  • Exposure to various IT infrastructure initiatives
  • Opportunity to work collaboratively with Commonwealth Technology Strategic Partners
  • Engagement in customer satisfaction initiatives and assessments
Full Job Description
Job Description

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 SAIC

Science Applications International Corporation (SAIC) is a technology integrator in the technical, engineering, intelligence, and enterprise information technology markets. SAIC has approximately 26,000 employees and operates in more than 70 countries. The company was founded in 1969 and is headquartered in Reston, Virginia. SAIC provides services to the U.S. government, including the Department of Defense, the intelligence community, and civilian agencies. The company also serves commercial customers in the healthcare, energy, and financial services sectors.
Learn more about SAIC
Size
26,000 employees
Market Cap
$6 billion
Industry
Information Technology
Net Income
$206 million
Founded
1969
5 Year Trend
+10.7%
Revenue
$6.8 billion
NASDAQ
SAIC
* Ladders Estimates

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