Business Relationship Manager, End User Ops, Hines Il

BUSINESS RELATIONSHIP MANAGER
END USER OPS
HINES, IL

Job Description

Our client is seeking an energetic, communicative and motivated Business Relationship Manager with significant experience in End User operations management and a strong track record of delivering effective program results with high client satisfaction. The candidate will be assigned to lead the business/IT alignment for a large infrastructure support, data center and network operations program in support of the Veterans Affairs (VA), must be able to understand customer mission and requirements and then convey those requirements to the Service Delivery Manager and Operations team. They should have a strong background in IT Service Management (ITSM) in order to track contract performance against customer needs and act as the customer advocate to our ops team.

The candidate must have demonstrated experience successfully providing Business Relationship management for infrastructure support, data center and network operations projects. The candidate must be well-versed in one or more of the following technical areas:

• Data distribution operations
• Infrastructure security
• IT audits
• Information assurance
• Application administration
• Tier 2-4 technical support
• IT asset management
• Technical infrastructure management (Windows, UNIX, databases, data storage, mainframes)
• Network Infrastructure support
• Telecommunications systems support
• Enterprise applications management (O&M)

Key responsibilities (Bullets)

Client Relationship Management
Quality Management
Risk and Change Management
Delivery Management
Financial Management:

Must Have Qualifications:

• This position requires 15+ years of providing program and project management with a strong emphasis on client relationship management, in an IT infrastructure management environment.
• ITIL Foundations certification or above, or alternately PMI PMP certification.
• Demonstrated ability to establish large, geographically-dispersed teams providing operations support work, in a demanding, 365x24x7, customer-service-oriented environment.
• Master's degree in Engineering, Computer Science, Systems, Business or related scientific /technical discipline (10 years of additional relevant experience may be substituted for education)
• Proficiency with MS Office Suite, including MS Project and SharePoint.
• Strong creative, analytical and problem solving and trouble-shooting skills
• Strong ability to foster collaborative work in dynamic team environment
• Able to pass a background check to obtain a Public Trust (Mid-Risk) Position.

Preferred Qualifications (soft skills, preferred, nice to have)

• Experience managing large infrastructure support projects at VA
• Experience using ServiceNow for IT Service Management
• Experience with VA's configuration of IBM Rational Toolset for management, configuration and reporting of work products.
• Experience working in a ITIL and ISO 20000/27000 environment
• Expert proficiency with Microsoft Office Suite and SharePoint proficiency
• Active clearance for Public Trust (Mid-Risk) Position

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