Responsibilities:
- Identify the IT needs of customers and ensure development of appropriate services to meet those needs.
- Foster and align a strong business relationship maximizing customer satisfaction and value realization.
- Coordinate with the Customer to navigate all elements of service introduction.
- Provide a single point of contact as liaison for Customers on the function of the Integrated Services and the quality of the delivery from the Integrated Service Providers and other vendors.
- Convene and conduct regular Customer operations meetings to understand, monitor and collaborate, and continually improve the customer experience.
- Manage a team of Business Analysis who formulate recommendations on technical innovation across the Integrated Services to improve mission aligned IT service quality.
- Coordinate with Customers to determine their demand for services and seek mechanisms to meet these demands.
Requirements:
- Previous experience in VA, DHA, and/or FDA strongly preferred
- Experience managing to Customer Satisfaction in an Enterprise IT environment including Integrated Service Providers
- Experience in executing the Information Technology Service Management (ITSM) framework including best practices such as Information Technology Infrastructure Library (ITIL),
- Bachelors and nine (9) years or more experience; Masters and seven (6) years or more experience; PhD or JD and four (4) years or more experience.
