Business Relationship Manager

Oak Ridge National Laboratory; Oak Ridge (TN); On-site; USD 120,000 - 160,000; Full time

Job summary

Oak Ridge National Laboratory in Oak Ridge, TN seeks a Business Relationship Manager to serve as a strategic partner to ORNL’s research directorates within IT Services. The role focuses on translating programmatic needs into IT scope, coordinating with Research Computing, and aligning priorities with ORNL’s mission.

The position demands strong communication, experience managing complex customer engagements, and the ability to operate in a fast-paced research environment while upholding ORNL

Qualifications

• Bachelor's degree and 8+ years of professional experience required.
• Experience leading technical initiatives, products, or interactions.
• Experience building and maintaining customer relationships.
• Proven track record of resolving disagreements.
• Experience providing or supporting a broad range of IT services for research IT.

Responsibilities

• Manage a diverse portfolio of technical customer engagements (HPC, Cloud, DevOps, software dev).
• Collaborate with experts to anticipate and plan emerging IT services and set internal priorities.
• Advocate for research partners during design and scoping with IT teams.
• Lead on customer problems and issues.

Skills

CRM & relationship mgmt

Stakeholder engagement

Technical leadership

IT services portfolio

Communication skills

Education

BS degree in CS/IS/IT or related field

Job description

Overview:

We’re hiring a Business Relationship Manager who will serve as a strategic partner to ORNL’s research directorates! This position is in the Research Computing division, in the Information Technology Services Directorate at Oak Ridge National Laboratory (ORNL).

Overview:

We’re hiring a Business Relationship Manager who will serve as a strategic partner to ORNL’s research directorates! This position is in the Research Computing division, in the Information Technology Services Directorate at Oak Ridge National Laboratory (ORNL).

Research Computing's mission is to provide embedded IT Support to enable and advance ORNL research through delivery of innovative, cost-effective technology solutions, providing an efficient IT user experience, while continuously improving performance, reducing complexity and risk.

You will work closely with the research directorate to understand their needs, challenges and help provide a productive, efficient relationship between the directorate and IT Services within ORNL. You will gather new requests and work with research programs in translating programmatic deliverables to baseline IT scope and architecture requirements.

Major Duties/Responsibilities:

• Manage a diverse portfolio of technical customer engagements, including High Performance Computing, Cloud Computing, DevOps practices and Software Development.
• Collaborate with experts to anticipate and plan for emerging IT services, while effectively establishing and presenting internal and external customer priorities.
• Partner with ITSD technical teams as an internal advocate and representative for research partners during final design and scoping activities.
• Lead on customer problems and issues.

Communication:

• Apply technical expertise to communicate effectively with both technical and non-technical teams, driving engagement, and facilitating project intake.
• Inform customers of ITSD priorities, resources, portfolios, roadmaps, initiatives, and potential project/program impacts.
• Proactively connect with customers via dashboards, metrics, and scheduled reports to inform of service health and status of engagement of ITSD to Research.
• Report status, issues, requests, upcoming releases, etc, to ITSD Leadership.
• Represent ORNL and DOE to the broader research community through partnerships, solutions, and collaborations.
• Deliver ORNL’s mission by aligning behaviors, priorities, and interactions with our core values of Impact, Integrity, Teamwork, Safety, and Service. Promote equal opportunity by fostering a respectful workplace – in how we treat one another, work together, and measure success.

Basic Qualifications:

• BS degree in computer science, computer engineering, information technology, information systems, science, engineering, business, or a related discipline and a minimum of 8 years professional experience is required for consideration. An overall combination of equivalent education and experience may be considered.
• Experience leading technical initiatives, products, services, or interactions.
• Experience building and maintaining customer relationships.
• Proven track record of resolving disagreements.
• Experience providing or supporting a broad range of IT services relevant to supporting research IT.

Preferred Qualifications:

• An ability to effectively articulate, through written word and oral presentation, a command of IT solutions to staff, senior executives, external regulators, DOE officials, and external customers.
• Ability to balance customer needs with the overall strategic vision.
• Proven performance in delivering research support across all levels of FISMA data sensitivity.
• Ability to communicate recommendations and influence decisions based on data and mission.
• Ability to track and deliver on a wide variety of customer needs, both technical and non-technical.
• Eagerness to learn new technology and the ability to translate that into relevant ideas for research delivery.
• Knowledge of cyber security principles required to protect the interests of ORNL and DOE.
• Understanding of support across DOE spaces.
• Current Top-Secret clearance with Q and SCI Access.
• Experience with systems and enterprise architecture.
• Excellent interpersonal, oral, and written communication skills and strong personal motivation.
• Excellent written and oral communication skills.
• Motivated self-starter with the ability to work independently and to participate creatively in collaborative teams across the laboratory.
• Ability to function well in a fast-paced research environment, set priorities to accomplish multiple tasks within deadlines, and adapt to ever changing needs.

Special Requirements:

• Visa sponsorship: Visa sponsorship is not available for this position.
• This position requires the ability to obtain and maintain clearance from the Department of Energy. As such, this position is a Workplace Substance Abuse (WSAP) testing designated position. WSAP positions require passing a pre-placement drug test and participation in an ongoing random drug testing program.

About ORNL:

As a U.S. Department of Energy (DOE) Office of Science national laboratory, ORNL has an impressive 80-year legacy of addressing the nation’s most pressing challenges. Our team is made up of over 7,000 dedicated and innovative individuals! Our goal is to create an environment where a variety of perspectives and backgrounds are valued, ensuring ORNL is known as a top choice for employment. These principles are essential for supporting our broader mission to drive scientific breakthroughs and translate them into solutions for energy, environmental, and security challenges facing the nation.

ORNL offers competitive pay and benefits programs to attract and retain individuals who demonstrate exceptional work behaviors. The laboratory provides a range of employee benefits, including medical and retirement plans and flexible work hours, to support the well-being of you and your family. Employee amenities such as on-site fitness, banking, and cafeteria facilities are also available for added convenience.

Other benefits include the following: Prescription Drug Plan, Dental Plan, Vision Plan, 401(k) Retirement Plan, Contributory Pension Plan, Life Insurance, Disability Benefits, Generous Vacation and Holidays, Parental Leave, Legal Insurance with Identity Theft Protection, Employee Assistance Plan, Flexible Spending Accounts, Health Savings Accounts, Wellness Programs, Educational Assistance, Relocation Assistance, and Employee Discounts.

This position will remain open for a minimum of 5 days after which it will close when a qualified candidate is identified and/or hired.

ORNL is an equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply. UT-Battelle is an E-Verify employer.