CACI International Business Relationship Manager in Chantilly, Virginia
The Business Relationship Manager (BRM) leads the integration of new and legacy Service Providers (SPs) into the Multi-sourcing Service Integration (MSI) environment. The BRM works closely with Mission Partners to understand service demand and provide service performance and customer feedback.
What You’ll Get to Do:
Leads the integration of the SPs into the MSI Program, ensuring that they are properly represented and that their services are captured in the service catalog
Develops an understanding of Customer IT Service Requirements, patterns of business activities, and IT Service Consumption levels and serves as an escalation point for issues
Leads the facilitation of Technical Exchange Meetings (TEMs) with SPs and other stakeholders
Collects, analyzes, and reports on SP performance metrics
Works with SPs to develop and implement Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and cross-service shared delivery measurements
Participates in monthly business reviews covering Service Level performance, technology planning, reporting status, operational issues, and improvement opportunities
Serves as an advocate of the SP and Mission Partners through the multiple levels of the MSI Governance Model
Identifies Continual Service Improvements (CSIs) and works with SPs to develop Service Improvement Plans (SIPs), monitor, and report on implementation
Executes customer satisfaction reports and surveys
Develops and executes improvement plans
You’ll Bring These Qualifications:
An Active TS/SCI Clearance with Polygraph
Bachelor’s Degree in IT, Information Systems, or related field
5+ years of relevant work experience in Customer Engagement providing IT Infrastructure Services, developing SLA and OLAs, and integrating and maintaining service portfolios
Ability to balance Customer demands with the level of support the Customer has contracted to ensure a high level of customer satisfaction with services provided
Excellent customer service skills to understand Customer/Customer representative’s concerns and requirements
Ability to put together comprehensive business cases, requirements documents, and presentations
These Qualifications Would be Nice to Have:
Experience managing large, decentralized public-sector clients
ITIL v3 or 2011 course with Foundation Certification
Experience with ServiceNow and the Portfolio Project Management (PPM) module
Experience and understanding of IT Service Management (ITSM) services, IT Enterprise architectures, and how to serve as an advocate for an assigned service area
What We Can Offer You:
We’ve been named a Best Place to Work by the Washington Post.
Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
We offer competitive benefits and learning and development opportunities.
We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.