Business relationship manager

Description

Modus21, LLC is a Charleston, South Carolina based small business and technology consulting firm specializing in solving complex business problems for global business and government clients. Our philosophy is simple – deliver quality through high performance to our clients; provide value to our clients through the ability to streamline, measure, and improve their business processes via business intelligence and business architecture; and practice professional integrity by being trustworthy and reliable. Our expertise has proven highly successful in helping organizations recognize greater value by aligning their strategy and objectives to technology and execution.

Scope of Work: The Naval Information Warfare Center Atlantic (NIWC LANT) Cloud Computing Innovation, Transformation, and Integration (CLOUD CITI) Division is tasked with providing hosting environments and platforms for Navy applications, as well as other DoD and Homeland Security (HLS) applications utilizing both Component Enterprise Data Centers (CEDCs) and Commercial Cloud Service Providers (CSPs) as hosting platforms. As part of this program, the Business Relationship Manager (BRM) will follow customers through the system life cycle, from supporting initial customer intake through transition, sustainment, and finally decommissioning. Provide support managing SLAs for data center services, ensuring consistent performance and addressing service disruptions. Acting as a key point of contact for Mission Owners, Technical team communicating data center updates, changes, and potential impacts on operations. Building strong relationships with the customers and IT teams to foster collaboration. Building rapport with clients, understanding their needs, and ensuring a high level of satisfaction with the data center services. Solve routine problems of limited scope and complexity and refer more complex issues to higher levels when needed.

Responsibilities:

• Understand the services provided by Cloud CITI to support Mission Owners through the system life cycle
• Manage demand changes and system modernizations or upgrades
• Serve as a key point of contact for Mission Owners to facilitate support, address and escalate customer issues, as needed
• Support coordinating efforts across the teams, Cloud Supporting Services IPT and Division
• Manage/verify information in the Consolidated Operational Dashboard for Enterprise Clouds (CODEC)
• Answer phone calls, emails, and online chat requests regarding data center services, billing, account management, and technical support
• Assist clients with provisioning new servers, scaling their infrastructure, managing data storage allocations, and updating account details
• Coordinate with technical teams to resolve critical incidents impacting customer data availability and access
• Assist in development of Standard Operating Procedures (SOPs) and process workflow diagrams
• Other ad hoc duties to support the division and IPT, as needed

Requirements/Experience:

• Bachelor’s Degree in a business or technical field
• 3+ years experience in business analysis, systems analysis, and/or financial analysis, preferably in a government or enterprise IT environment
• Basic understanding of IT infrastructure including servers, networks, storage systems, and cloud computing concepts
• Ability to analyze technical issues, identify root causes, and implement solutions effectively
• Clear and concise verbal and written communication to explain technical concepts to non-technical customers
• Ability to accurately record customer information, track issues, and maintain detailed documentation
• Ability to use logical reasoning, critical thinking and analysis to identify possible solutions to complex problems
• Proficient in MS Office Suite
• Prefer experience with ServiceNow
• Prefer experience with AI tools to automate tasks
• Strong problem-solving and design skills
• Strong written and oral communication skills
• Strong interpersonal skills and customer service skills
• Ability to learn, understand, and apply new technologies
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a fast-paced, rapidly changing environment
• Ability to work in a self-guided manner and excellent organizational skills
• Must be a US citizen and hold or be able to obtain a Department of Defense (DoD) SECRET Security Clearance