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Business Customer Engagement Manager (TS/SCI CI Poly)

Varada Consulting Chantilly ,VA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description
Varada Consulting, LLC is seeking a full-time Business Customer Engagement Manager for our client, a global an award-winning systems integrator, that has been named as Best Place to Work by The Washington Post. The Business Customer Engagement Manager will be supporting a program in Chantilly with the Westfield’s customer providing Multisourcing Service Integration (MSI) capabilities across the IT Service Ecosystem to ensure the successful Integration and Operations of the Information Technology Enterprise. There are four service areas, Service & Systems Integration (SSI), Multisourcing Service Integration (MSI), Situational Awareness as a Service (SAaaS), and Integrated Operations (IO)
Job Duties:
The Customer Engagement Manager leads the integration of new and legacy Service Providers (SPs) into the Multi-sourcing Service Integration (MSI) environment. The Customer Engagement Manager works closely with Mission Partners to understand service demand and provide service performance and customer feedback.
•Leads the integration of the SPs into the MSI Program, ensuring that they are properly represented and that their services are captured in the service catalog
•Develops an understanding of Customer IT Service Requirements, patterns of business activities, and IT Service Consumption levels and serves as an escalation point for issues
•Leads the facilitation of Technical Exchange Meetings (TEMs) with SPs and other stakeholders
•Collects, analyzes, and reports on SP performance metrics
•Works with SPs to develop and implement Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and cross-service shared delivery measurements
•Participates in monthly business reviews covering Service Level performance, technology planning, reporting status, operational issues, and improvement opportunities
•Serves as an advocate of the SP and Mission Partners through the multiple levels of the MSI Governance Model
•Identifies Continual Service Improvements (CSIs) and works with SPs to develop Service Improvement Plans (SIPs), monitor, and report on implementation
•Executes customer satisfaction reports and surveys
•Develops and executes improvement plans

Required Qualifications:
•An Active TS/SCI Clearance with Polygraph
•Bachelor’s Degree in IT, Information Systems, or related field
•5+ years of relevant work experience in Customer Engagement providing IT Infrastructure Services, developing SLA and OLAs, and integrating and maintaining service portfolios
•Ability to balance Customer demands with the level of support the Customer has contracted to ensure a high level of customer satisfaction with services provided
•Excellent customer service skills to understand Customer/Customer representative’s concerns and requirements
•Ability to put together comprehensive business cases, requirements documents, and presentations
Desired Qualifications:
• Experience managing large, decentralized public-sector clients
• ITIL v3 or 2011 course with Foundation Certification
• Experience with ServiceNow and the Portfolio Project Management (PPM) module
• Experience and understanding of IT Service Management (ITSM) services, IT Enterprise architectures, and how to serve as an advocate for an assigned service area

Varada Consulting, LLC is an Equal Employment Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status

Varada Consulting


Chantilly, VA
20151 USA