Offer summary

Qualifications:

3-5 years in a related technical environment, Bachelor’s degree or equivalent experience, Strong leadership, organizational, communication, and engagement skills, Proficient with MS Office Suite and SharePoint..

Key responsibilities:

Collaborate with various managers to resolve issues and improve customer experience

Engage with clients to understand their business needs and drive service delivery

Participate in governance forums to align services with business strategies

Act as a point of escalation for customer inquiries and complaints.

Job description

Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!"

We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.

Whether we team with clients, colleagues, or partners, we put each other first. It’s The Iron Bow Way.

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.

#LI-PD1 #LI-REMOTE

OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT

Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law. Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.

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