SAIC

Business Relationship Manager

SAIC • $80K — $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 related experience; advanced degrees allowed for reduced experience
  • Prior experience in service delivery or relationship management in state & local government
  • Basic understanding of IT infrastructure and solution delivery
  • Experience managing multiple vendors and subcontractors
  • Proficient in MS Office, Microsoft Project, Visio, and SharePoint; familiarity with ServiceNow is a plus
  • ITIL certification preferred (Foundation or above)

Responsibilities

  • Serve as the main point of IT management for assigned state agencies
  • Foster professional relationships with customers, suppliers, and stakeholders
  • Lead operational meetings to discuss IT initiatives and service delivery
  • Coordinate closely with Commonwealth Technology Strategic Partners for support
  • Ensure customer satisfaction through regular assessments and issue resolutions
  • Assess and prioritize resource and service requests from customers
  • Communicate the IT service needs and business cases to suppliers
  • Assist in the development of business cases and requirements for IT services
  • Work with project managers to coordinate work and manage escalations
  • Present findings from Problem Management to customers and secure approval on actions
  • Provide status reports on IT services and performance
  • Monitor performance and develop actionable improvement plans
  • Identify opportunities for service innovations to meet customer needs

Benefits

  • Ongoing application acceptance with no deadline
  • Opportunity to work within a supportive governmental IT environment
  • Potential for career growth and skill development in IT service management
  • Engagement with diverse stakeholders across a range of state agencies
Full Job Description
Job Description

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.

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Overview

SAIC accepts applications on an ongoing basis and there is no deadline.

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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