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Qualifications
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Highlight business risks and single points of failure
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5 years experience managing customer/account relationships within a technology service environment
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Outstanding written communication History of authoring effective communication from a customer “non technical” perspective
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History of delivering effective presentations and recommendations to stakeholders at all levels
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Ensure people feel engaged and heard
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Experienced with structured ticket / service management systems
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Skilled in collaboration and presentation software
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Engagement with Christian Science
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In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire
Responsibilities
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The Business Relationship Manager (BRM) promotes customer satisfaction by representing the IT Operations Group to customers and building relationships that generate insights for the entire OCIO department
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As the “face of IT Operations”, meets regularly with customers, listens to and understands their perspectives, serves as a point of entry & escalation, and provides “white glove” coordination where appropriate
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As a customer advocate, supports IT service delivery, aids technology adoption, represents customers within the OCIO, and discovers customer opportunities for the entire department
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Meet with IT Operations customers regularly, both individually and in group settings, to develop greater trust and understanding
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To that end, engage in regular support of service delivery, promote technology adoption, and discovery of customer opportunities
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Educate customers about services available to help them including IT Operations specifically and the OCIO in general
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Participate in new employee orientations with the Service Desk
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Help publish & edit Service Desk customer communications
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Speak at customer department/team meetings
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Inform customers on topics they find helpful
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Support the process of gathering customer feedback for IT Operations
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Refer customer concerns and issues to OCIO personnel and follow up as appropriate
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Facilitate customer advocacy and feedback
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Provide customer feedback on vendors to both OCIO and the Treasurer’s Office (e.g. Procurement, Vendor Managers)
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Serve as customer advocates within OCIO and with vendors
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Help coordinate and manage user testing & feedback of IT Operations products & services prior to implementation
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Promote value of technology to departments
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Advocate OCIO’s technology vision, value, services, documentation, and capabilities
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Advocate preferred enterprise solutions across departments
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Facilitate training, help manage impact of changing technology
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Socialize and explain OCIO initiatives, policies, and technologies
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Identify the need for targeted training
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Work to increase transparency and efficiency of OCIO customer facing processes
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Eliminate obstacles to adoption
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Help communicate new technology and associated processes
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Ensure customers feel they were listened to and had adequate information & participation
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Analyze gaps and disconnects between IT Operations and departments on complicated issues
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Facilitate ongoing cooperation with departmental technologists
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Help IT Operations provide enhanced services and communications where helpful
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Technical issues that need fixing
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Solicit problems or issues at structured meetings
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Improve and streamline customer interactions with OCIO
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Question the use of one-off and legacy solutions, increase adoption of standard solutions where appropriate
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Adopt technologies where appropriate; especially leveraging standard solutions across TFCCS
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Streamline and consolidate existing products (unused licenses, fewer accounts, less expensive alternatives)
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Directly accountable for maintaining trust with customers throughout TFCCS (their voice is heard) and colleagues within OCIO (they feel well represented)
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Stakeholders will be periodically sampled to assess their satisfaction with the BRM role
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Expected to achieve a minimum average score of 4 out of 5 on aggregate satisfaction ratings
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Supervisor: IT Operations Manager
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In doing this, however, they are likely to get questions and uncover opportunities for other teams or managers within the OCIO
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When this occurs the BRM has a valuable role in educating employees and providing “white glove” handoffs to the appropriate part of OCIO
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Outstanding verbal communications Track record of successful customer outreach and development, working collaboratively in teams
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This position regularly works in an office environment