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SAIC IT Infrastructure Business Relationship Manager
Manage IT infrastructure services and customer relationships for Virginia state agencies at SAIC. Coordinate service delivery, vendors, performance, and escalations across agency stakeholders.
विवरण
- Oversee IT infrastructure services for state agency customers across multiple locations.
- Act as the primary contact for IT management, escalations, coordination, and service performance for assigned agencies.
- Build and sustain professional relationships with customers, suppliers, and other stakeholders.
- Understand each agency’s operations and the role IT plays in supporting its mission.
- Plan and lead operational meetings on infrastructure initiatives and service delivery.
- Provide operational and tactical support alongside Commonwealth Technology Strategic Partners.
- Assess customer satisfaction and address concerns and service issues.
- Assess, clarify, and rank customer requests for services and resources.
- Explain agencies’ service needs, urgency, and business rationale to IT suppliers.
- Help prepare business cases, requirements, and supporting materials for IT services.
- Work with project, service, and operations managers to prioritize requests and handle escalations.
- Share problem management and root cause analysis findings with customers, and secure approval of findings, actions, and closure.
- Prepare status reports, presentations, and updates on infrastructure services, performance, and projects.
- Track performance, create plans, and report progress, actions, and results.
- Resolve resource, priority, and scheduling conflicts among vendors and customers who share infrastructure and services.
- Find opportunities to introduce services, improve existing services, and apply technical innovations.
आवश्यकताएँ
- A bachelor’s degree and at least 6 years of related experience, a master’s degree and at least 4 years, or a PhD with no related experience; additional experience may substitute for education.
- PMP or BRMP certification is a plus.
- Proficiency with Microsoft Office, Project, Visio, and SharePoint.
- ServiceNow experience is desired.
- ITIL Foundation certification or higher is preferred.
- Must pass the Virginia state background investigation.
- Citizenship is required.
- Experience as a service delivery, relationship, or customer account manager in state or local government is ideal.
- A basic understanding of IT infrastructure and solution delivery is a plus.
- Experience in IT service management and customer satisfaction management is required.
- Experience managing multiple vendors, subcontractors, and direct or indirect resources is preferred.
- Project management or financial management experience is preferred.
- A demonstrated ability to work toward established long-term goals and objectives.
- Comfort with self-initiated assignments and minimal supervision.