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Senior IT Business Relationship Manager

Princeton University
New Jersey, United States
Salary Not specified
Posted Date
Sep 13, 2022

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Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level
Employment Type
Full Time
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Senior IT Business Relationship Manager


Job ID: 2022-15214
Type: Full-Time
# of Openings: 1
Category: Information Technology

Princeton University


Princeton University is seeking a Senior Business Relationship Manager to join its Customer Service and Support team (CSS). The Senior Business Relationship Manager is responsible for navigating the important relationship between distributed IT support staff known at Princeton University as Support for Computing in Academic Departments/Department Computing Support (SCAD/DCS), the central IT organization, and various strategic initiatives led by OIT. The Senior Business Relationship Manager is responsible for SCAD program oversight, continued relationship building between OIT and the SCAD community, and serving as principal point of contact between academic departments and OIT. Being central to the program, the senior manager is responsible for establishing quality standards and key performance indicators, reviewing metrics and making recommendations on how to achieve process improvements. To ensure the technical expertise of all University IT support staff evolves with technology change, the senior manager provides input into the professional development curriculum for all department Tier 1 and 1.5 support resources and is responsible for ensuring collaboration and cohesion across all groups. The Senior Business Relationship Manager will work closely and coordinate all outreach programs with other leaders in the Service Management Office including the Associate Director of Field Support and the Associate Director of Customer Service.


Manage academic department business relationships

  • Provide reports and metrics to help staff understand performance as it relates to key performance indicators including customer satisfaction, time to resolve incidents, and aging of tickets.
  • Provide significant assistance to departments in developing proposal to request additional SCAD support. Specifically, the role is expected to provide support to departments in crafting written proposals with justifications. The relationship manager is expected to pull salient information from OIT departments and with that information, provide a strategic proposal for moving forward.
  • Work with other support teams in OIT to ensure that SCADs receive all specialized rights, tools, and knowledge content.
  • Provide department managers with quarterly reports on department-specific technology requests and customer satisfaction to highlight trends and identify areas for improvement.
  • Manage the SCAD program website and keep it up to date with current IT support staff photos and departmental changes.
  • Collaborate with the Operations and Planning Learning and Development Manager on delivering a training strategy and curriculum that is unified across all tech functions.
  • Follow up with SCAD departments to resolve aging incident and request tickets and initiate escalations.
Administer training for IT support professionals

  • Provide training to new staff members on relevant IT technology, policies and procedures; help to integrate each new staff member and the broader IT community at Princeton.
  • Plan SCAD/DCS outreach to communicate and align the IT support community around the strategic technology direction and continual support service improvement.
  • Working in consultation with O&P, administer programs that are specific for technical support functions within the academic community.
  • Working in consultation with O&P, develop and oversee ongoing professional training programs; provide certification and non-certification training offerings of formal training workshops, seminars, and demos
  • Assess technical training needs in departments; research and select training vendors; find appropriate training space, coordinate preparation of equipment and training materials.
  • Coordinate training initiatives to offer joint SCAD/DCS and OIT training opportunities
  • Work with the Assistant Director, Field Support to align training initiatives with administrative IT support needs
Support initiatives and special projects

  • Liaise with project teams and the SCAD community ensuring that departments receive information and implementation support.
  • Develop an outreach and communication plan, lead meetings and coordinate agendas.
  • Work with the ServiceNow team by obtaining SCAD input to user stories and system requirements for key improvement initiatives.
  • Liaise with the Information Security Office and the SCAD community to provide updates on key security initiatives, e.g. Critical Infrastructure.
  • Participate in initiatives designed to improve help desk and walk-in IT support services, leveraging metrics to prioritize key improvement initiatives.
  • Coordinate all SCAD outreach with strategic OIT initiatives.
  • Provide input to OIT and Support Center communication plans to ensure that the SCAD community receives timely and relevant updates.


Essential Qualifications

  • At least 7 years’ of experience building and fostering strong relationships with technical and administrative staff at all levels of an organization.
  • Extensive technological knowledge and background in a variety of IT systems and processes, including network registration, asset and configuration management, monitoring, and incident and request management
  • Experience with the use of metrics and KPIs to manage performance and identify improvement initiatives.
  • Experience with driving outcomes that improve customer satisfaction.
  • Experience leading cross-functional teams or initiatives
  • Interest and ability to learn new technologies and systems.
  • Must be results oriented.
  • Excellent interpersonal and writing skills.
  • Requires strong organizational skills and the ability to manage multiple priorities.
  • Education: Bachelor's degree or equivalent experience
Preferred Qualifications

  • Experience with proposing programs and securing necessary funding.
  • Extensive experience within higher education (strongly preferred).
  • Connection and involvement with the broader higher education community, specifically with others in similar roles at other schools.
  • Experience using a service management system and framework to implement service improvement (ServiceNow preferred).

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. EEO IS THE LAW


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