We are seeking a highly motivated Business Relationship Manager (BRM) with experience managing service delivery relationships in a multi-supplier environment in the DC Metro Area. The BRM is a multifaceted role working in a Multisource Service Integration (MSI) organization to support both the successful implementation and ongoing delivery of the Customer Engagement function within the managed service provider ecosystem. The successful candidate will be responsible for a having full understanding of services, a firm grasp of the specific business or Mission Unit area goals, objectives, needs, IT enterprise architecture, and serve as an advocate for them. The successful candidate will report to the Customer Engagement Lead.
As a BRM, you will:
- Fully understand the customer’s Ecosystem services
- Understand the assigned Mission Unit area’s goals, objectives, needs, and IT enterprise architecture, across all services in scope.
- Lead the gathering of business needs and identify, propose and influence solutions through direct interaction with customer unit leaders. Proposes changes or solutions and services for optimal mission results.
- Develop strategic roadmaps for information technology systems that align to business-capability enablement or improvement.
- Elaborate business cases and define the realization of business-partner value.
- Develop strategic roadmaps for information technology systems that align to business-capability enablement or improvement.
- Advocate and promote the Service Integration program. Be the voice of the client into the program to ensure they are properly represented and ensure that their needs/desires are known and acted upon appropriately.
- Provide a clear escalation path for Business or Mission Unit areas and be able to navigate across all MSPs
- Escalate issues as appropriate to resolve customer concerns
- Coordinate issue management including escalation of issues with the customer, resolve customer relationship problems, and engage with governance boards.
- Participate on governance committees and selected solution groups
- Foster positive relationships between the assigned customer organization and the MSI Ecosystem including conducting monthly business reviews covering Service Level performance, technology planning, reporting status of projects and requests for service, reviewing and resolving operational issues and follow-up on the status of recommendations for improvement.
- Maintain full awareness of projects in the delivery pipeline including priorities from the Business or Mission Unit area’s view (impact, key dependencies, dates, stakeholders)
- Maintain awareness of upcoming projects and future demands
- Understand the impacts and affects service delivery has on the Business or Mission Unit areas
- Execute customer satisfaction reports and improvement plans
Required Qualifications:
- Bachelor’s degree in Information Technology, Information Systems, or related field
- 10+ years of related experience in a business partnership role that includes Portfolio and Service Management experience. This includes partnering with the IT Leadership and business unit leaders to collect and analyze yearly investment needs and developing 3 year capabilities roadmaps.
- Minimum of 2 years of relevant work experience in Customer Engagement developing and integrating customer IT enterprise architectures, and identifying, translating, and documenting customer needs into strategic roadmaps and executable portfolios of activities
- Proven ability and success in leading challenging technical, custom IT systems / services implementation projects in a large complex enterprise environment and improving business processes, assist with the development of metrics, both within the technology and mission organizations.