Business Relationship Manager

THE HIGH LEVEL

Iron Bow Technologies is currently looking for a Business Relationship Manager (BRM) to join our team in Richmond, VA. This is a permanent opportunity with strong growth potential for the right candidate.

DOES THIS SOUND LIKE YOU

This position will collaborate with Service Operations Manager, Regional Managers, Hardware and Software Services Manager and other Service Tower Suppliers (STS) to assist in resolving issues, facilitate understanding of portfolio of services and improve customer experience. The BRM will be required to work with Multi-Sourcing Service Integrator (MSI) to identify customer strategic business objectives and operational goals and assess ways to drive service delivery in an Information Technology Infrastructure Services (ITIL) environment. The selected candidate will also be responsible for understanding client business needs, achieving customer confidence and satisfaction, and exploring ways to continuously improve by initiating, developing and maintaining strong working relationships and strategic partnerships built on trust with external and internal key stakeholders and customers.

WHAT YOU'LL BE DOING 

• Build a deep understanding of the contract scope and the portfolio of end user computing services
• Engage with Agency IT Resources (AITR's), customers, the MSI and other STS's to understand, monitor and collaborate on service provision in order to continually improve the customer experience
• Participate in operational and relational governance forums to ensure services are in alignment with agency business strategies and objectives
• Identify gaps between the catalog of Iron Bow services and agency business requirements and develop proposals for differentiated offerings for internal and external stakeholder review
• Work closely with internal teams to ensure a consistent high quality service experience is provided to customers
• Act as a point of escalation to resolve customer inquiries and complaints
• Participate in triage and problem management activities for the resolution of high impact and high visibility incidents
• Perform trend analyses and develop action plans for improving service timeliness, addressing risk and reducing cost to achieve agency and Iron Bow business objectives
• Identifies and resolves problems in a timely manner; Works well in group problem solving situations
• Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values
• Develop strategic trust relationships with customers and key stakeholders
• Maintain awareness of trends in end users support, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on IT services.

WHAT YOU BRING TO THE TABLE 

• 3-5 years in a related technical environment
• Experience performing gap / trend analysis, requirements gathering and problem resolution
• Proficient with MS Office Suite and SharePoint
• Strong leadership, organizational, communication and engagement skills
• Work extremely well in a matrix management framework
• Proven ability to promote and achieve customer and employee confidence
• Prior experience working with ITSM tool set (VSM, ServiceNow, Cherwell) is desired
• Prior experience working with or for a Commonwealth of VA Agency or VITA is preferred
• Bachelor’s degree (OR equivalent experience/substitution of experience)
• Exceptional at handling difficult customer situations – expectation management, scope, resolution
• Effective verbal, presentation and written communications skills; Speak clearly and persuasively in positive or negative situations; Respond well to questions; Demonstrated group presentation skills; Participate in meetings
• Attention to detail, ability to balance a high volume workload, prioritize requirements and meet deadlines, work in an efficient manner and learn in a fast paced environment
• Must be able to work independently and in a cross functional team environment
• ITIL v3 Foundations Certification is preferred

WHY YOU'LL LOVE IT!

• You get to be a creative, problem solver in a dynamic, fast paced environment while working with various technologies.
• Iron Bow is rapidly growing and with growth comes opportunity for all. There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
• Be a part of organizational transformation. Now’s the time to join. Iron Bow is redesigning the customer and employee experience. This new approach elevates all and truly enables success.

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