Day to Day:
Insight Global is currently looking for a IT Business Relationship Manager (BRM) to join our team in Richmond, VA. 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. This BRM will be responsible for the following:
* Build deep understanding of contract scope and 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 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 client's business objectives
* Identifies and resolves problems in a timely manner; Work 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.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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https://insightglobal.com/workforce-privacy-policy/ .
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.