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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.

USStatele Unite ale AmericiiVAVirginiaHibridNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăManager de conturiVânzări
ITSMPMPServiceNow

Descriere

  • 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.

Cerințe

  • 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.

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