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State of Massachusetts Business Relationship Manager in Chelsea, Massachusetts

_About the Executive Office of Technology Services and Security_ The Executive Office of Technology and Security Services is the state’s lead office for technology.EOTSS places our customers and constituents at the heart of everything we do. We provide modern and responsive digital services and productivity tools to more than 40,000 internal customers, including state agencies, business units and employees who provide essential information and services to the citizens of the Commonwealth. We directly serve our constituents by providing digital services and tools – such as Mass.gov – that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure. _Our Mission_ The Executive Office of Technology and Security Services provides secure and quality digital information, services, and tools to customers and constituents when and where they need them. _About the Role_ EOTSS is seeking a Business Relationship Manager to join our IT Operations and Service Management organization. The Business Relationship Manager will define and mature the service cycle roadmap for the various business units under the purviews of the Chief Service Officer, Chief Technology Officer and the Chief Information Security Officer. This scope includes but is not limited to Datacenter Services, End User Services, Network and Network Security Services, Telecommunications Services, Facilities Services, IT Service Management, Cloud Operations, Infrastructure Hosting, Database, Backup, Information Security Governance, etc. The Business Relationship Manager will liaise with the line of business owners to define the business services and their service models, provide guidance to ensure a well-formed and complete service offering, create and/or approve the content, design, and presentation of the services in the Services Portfolio and Service Catalog and create or approve internal and external customer communications for service launch, changes or maintenance in collaboration with the EOTSS Customer Engagement Team. _Position Responsibilities:_ * Define the product and service lifecycle roadmap from development and launch through service improvement and retirement * Define product and service strategies, architecture, and best practices * Ensure a well-formed and complete service offering, including cost recovery, chargeback or showback * Align the service strategy to the EOTSS Strategic Roadmap * Identify business risks and mitigations associated with the products and services * Create and/or approve the content, design and presentation of the products and services in the EOTSS Service Portfolio and Service Catalog * Provide input and guidance into the development of Key Performance Indicators (KPIs) and metrics to provide product and service status and health * Create and review reports to identify opportunities for service improvement * Suggest, approve and/or review service changes * Lead internal service review meetings * Negotiate Service Level Objectives and Operating Level Agreements for the products and services * Represent the products and services across the organization and enterprise _P__referred Qualifications:_ * 3 - 5 years of experience in IT operations or operations management; preferably in the public sector * Strong creative, communication, and collaboration skills * Demonstrates an excellent level of written and verbal communication skills, including presentations, and would be able to represent the EOTSS organization in a customer facing (internal and external) situation in a professional manner * Strong executive presence, including the ability to partner with and effectively influence client managers, directors, VPs, CMOs, and CXOs * Ability to “think big” and challenge conventional wisdom regarding technology refresh and hype * Creative problem-solving skills, including the ability to understand the impact of technical changes and to articulate high-level technical solutions to address business problems * Ability to be flexible, adaptable and learn new concepts quickly * Experience building delivery templates and methodology * Possesses excellent interpersonal skills * Self-motivated and highly organized, with the ability to prioritize tasks in a fast-paced environment to meet deadlines and manage competing demands * Demonstrated collaborative attitude and ability to create and sustain effective working relationships * Demonstrated ability to adjust to changing situations and meet changing priorities * Ability to maintain a high degree of professionalism and confidentiality * Demonstrated strategic thinking and leadership capabilities First consideration will be given to those applicants that apply within the first 14 days. * Please see Preferred Qualifications. *Executive Order #595:As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption. An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. *Job: Information Systems and Technology *Organization: Exec Office of Technology Services and Security *Title: *Business Relationship Manager Location: Massachusetts-Chelsea-200 Arlington Street Requisition ID: 210009Z5

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