IT Relationship Manager

Description

Are you looking to join a dynamic, collaborative team with strong ties to its user community? Do you bring a customer‑first mindset and the curiosity to dive into and understand technical details? We’re seeking an IT Relationship Manager who builds strong stakeholder relationships and brings a curious, detail‑driven mindset with a willingness to dig in and learn. You will be joining a hardworking team responsible for the vital support of the Air Missile Defense Sector’s classified computing environment.
Responsibilities

Serve as the primary point of contact between the IT operations team and the AMDS user community for all non‑routine technical requests and escalated customer service concerns.
Communicate and explain the impact of scheduled maintenance, unplanned outages and other impactful changes.
Build strong and trusting relationships with technical teams that make up AMDS’ broad user community.
Develop a strong understanding of users’ unique operational needs and constraints.
Explore how users leverage classified technologies through exposure to mission use cases, technical investigations, and collaboration with subject matter experts.
Develop a strong understanding of APL’s technical services, including the software development environments, high‑performance computing clusters, and the AI/ML capabilities.
Lead user forums to showcase new capabilities and promote collaboration and knowledge sharing.
Gain a strong understanding of both IT and AMDS’ short and long‑term priorities to ensure solid alignment between the IT operations team and the user community.
Coordinate activities with the other IT Relationship Manager(s) to ensure consistent communications and service delivery.
Perform other duties as assigned.
Qualifications

Possess a bachelor’s degree in an IT‑related field or equivalent years of professional IT work experience.
Have at least 3–5+ years of professional IT experience focused on strong customer relationship management/technical services, for example: Technical Account Manager (TAM) or Technical Customer Success Manager (CSM), Project Manager or Business Analyst who has worked in a hands‑on capacity in a technical environment.
Possess a positive and optimistic outlook, exuding confidence, especially when meeting with users, and facing challenging situations and negotiating with stakeholders.
Can provide examples of previous success with conflict resolution and the ability to make difficult decisions after acquiring input from all sides.
Are a highly effective communicator with excellent customer service and analytical skills, with a proven ability to write documentation, deliver business and technical presentations, and provide regular notifications about AMDS initiatives across the sector.
Are able to obtain an Interim Secret clearance by your start date and ultimately obtain a Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. Eligibility requirements include U.S. citizenship.
Preferred Qualifications

Experience with software development (e.g., Python, C++).
Exposure to AI/ML concepts and tools.
Possess a master’s degree in IT or a related field.
Have obtained an ITIL certification.
Possess an active Secret clearance.
Benefits

The Johns Hopkins University Applied Physics Laboratory (APL) provides eligible staff with a comprehensive benefits package including retirement plans, paid time off, medical, dental, vision, life insurance, short‑term and long‑term disability, flexible spending accounts, education assistance, and training and development. Additional compensation may be provided in the form of a sign‑on bonus, relocation benefits, locality allowance or discretionary payments for exceptional performance.
EEO Statement

All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, physical or mental disability, genetic information, veteran status, occupation, marital or familial status, political opinion, personal appearance, or any other characteristic protected by applicable law. APL is committed to providing reasonable accommodation to individuals of all abilities, including those with disabilities. If you require a reasonable accommodation to participate in any part of the hiring process, please contact Accommodations@jhuapl.edu.
Compensation

Minimum Rate: $100,000 Annually
Maximum Rate: $245,000 Annually

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