Business Relationship Manager

Description

Customer/Account Management Coordinates, maintains, and enhances direct collaborative relationships with business, application development, infrastructure, project management, and core business units in support of IT production processes, procedures, and initiatives. Support of audit requirements, including internal audit plans, and testing. Infrastructure Service Management Leads, manages, directs, and plans activities in a matrixed environment for multiple, high profile and/or complex infrastructure projects or assignments in support of IT and business initiatives impacting desktop, midrange, mainframe, and multitiered computing environments potentially having enterprisewide impact. Proactively evaluates project activities, timelines, and issues. Builds contingency plans, negotiates agreement on recommendations, executes corrective action, monitors resolution, and escalates to management. Communicates and negotiates effectively with project team, department and functional area management. Service Level/Metric Management Collaborates with business and IT organizations in the development and maintenance of Service Level Agreements (SLAs) in support of business goals and objectives. Coordinates, facilitates, and participates in SLA acceptance with IT infrastructure, application development, project management, and business customers.Designs, develops, analyzes and produces highly technical performance metric data for senior management in IT organizations, application development, project management, and business. Provides insightful analysis in response to management requests for ad hoc reports. Works effectively across multiple units supporting service delivery and service support functions (e.g. Problem Management, Change Management, Code Asset Management, Software Distribution, Availability Management, and Operations) to ensure accurate SLA measurement requirements and reporting. Exploits use of Six Sigma service levels as foundation for IT performance metric monitoring. Problem Management Works with matrixed IT partners in identifying root causes and problem caused by change trends while recommending procedural changes to reduce problems and improve qualityBACKGROUND/EXPERIENCE desired 3+ years experience in business planning, metrics and reporting in Information Technology.Strong people skills a plus for this position.