IT Technical Account / Relationship Manager

Industry: Aerospace & Defense


11 - 15 years

Posted 48 days ago

The Johns Hopkins University Applied Physics Laboratory (APL), a national leader in scientific research and development, located midway between Baltimore and Washington, DC is seeking an IT Relationship Manager.

Job Summary:

The IT Relationship Manager will be responsible for developing and maintaining a strong service relationship between the customer departmentsand the Information Technology Service Department (ITSD). This role supports multiple customer departments directly as well as coordinates activities with other ITSD Relationship Manager(s).

U.S. Citizenship is required.


  • Serves as the primary point of contact between ITSD and the customer departments for all non-routine technical requests and escalated customer service concerns.
  • Serves as a liaison between ITSD and the customer departments to address planned changes.
  • Communicates with the customer departments about upcoming initiatives, implementations, and service enhancements to gather feedback about the unique aspects of the implementations and the unique needs of the departments.
  • Partner with ITSD Service Managers and Project Managers to craft and send regular email notifications to customers regarding planned ITSD updates, deployments, outages and other changes affecting their computing environment.
  • Work with ITSD and the customer departments to establish agreements that will ensure smooth transitions and customized service.
  • Routinely attend ITSD and customer departmental meetings and identify key areas for ITSD service improvement based on customer department requirements and feedback.
  • Regularly communicate ITSD’s service levels and project priorities to customer departments.
  • Negotiate ITSD Service Level Agreements (SLAs) and ensure that these agreements are met.
  • Coordinate activities with the other IT Relationship Manager(s) to ensure consistent communications and service delivery to the customer departments.
  • Perform other duties as assigned.


: Required Qualifications: Bachelor’s degree in IT-related field or equivalent years of professional IT work experience. At least 10 years of professional IT experience including at least 5 years of strong customer relationship management/customer service experience. Ability to gain strong understanding of both ITSD and customer departments’ short and long term priorities and other strategic initiatives. Demonstrated ability to independently and effectively identify and resolve complex problems using current job knowledge, research and external resources. Previous success with conflict resolution and the ability to make difficult decisions after acquiring adequate input.

Articulate and highly effective communicator with excellent customer service and negotiation skills. Ability to interface well with all levels of staff to facilitate and route unique customer requests. Demonstrated effective communication skills to include writing and presentation delivery. Strong capability to document analyses, deliver business and technical presentations to customer teams and upper management, and provide regular email notifications about ITSD initiatives across the enterprise. Possess a positive and optimistic outlook.