Business Relationship Manager

About the role

The Business Relationship Manager (BRM) will manage and represent IT infrastructure services to various state agency customers. Responsibilities include:

• Assigning to specific agencies as a point of IT management, escalation, coordination, and performance management for in-scope services.
• Developing and maintaining positive, professional working relationships with customers, suppliers, and other stakeholders.
• Becoming knowledgeable of each agency's business and how IT supports their mission.
• Organizing and facilitating operational meetings with customers to review IT infrastructure initiatives and service delivery.
• Working with assigned Commonwealth Technology Strategic Partners (CTSPs) to provide strategic support and guidance while the BRM team provides operational and tactical support to customers.
• Accountable for customer satisfaction for services; performing regular customer satisfaction assessments and resolving customer satisfaction concerns and issues.
• Communicating IT service needs, urgency, and business case to IT service suppliers.
• Supporting the development of business cases, requirements, and other supporting artifacts required to obtain and enable IT services on behalf of customers.
• Working with project managers, service and operations managers to coordinate work, prioritize requests, and manage escalations for assigned customers.
• Presenting the results of Problem Management / Root Cause Analysis to customers and obtaining their sign-off on findings, actions, and closure.
• Providing status reports, presentations, and communications regarding IT infrastructure services, service performance, and projects.
• Monitoring performance, developing plans, and reporting on status, actions, and accomplishments.
• Managing and resolving issues relating to resource demands, priority conflicts, and scheduling across multiple vendors and customers using shared infrastructure and services.
• Identifying opportunities for new services, service improvements, and technical innovation to meet customer business needs.

Requirements

• Bachelor's degree and six (6) years or more of related experience; Master's degree and four (4) years or more experience; Doctorate 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.