Business Relationship Manager (BRM)

The Business Relationship Manager (BRM) will serve as the primary liaison between Coast Guard mission owners and the SMS delivery team to ensure IT services align with evolving operational needs and customer expectations. This role is instrumental in driving customer satisfaction, surfacing requirements, and translating user feedback into actionable service enhancements across the USCG VIA Call 1 contract. The BRM will develop and maintain strong relationships with key stakeholders, support performance and satisfaction reporting, and champion continual service improvement. The ideal candidate combines exceptional communication skills, a customer-centric mindset, and a deep understanding of service delivery in federal IT environments.

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Position Duties:

Serve as the voice of the customer by leading regular engagements with mission stakeholders to gather feedback, requirements, and service satisfaction indicators.
• Manage the customer satisfaction process, including survey collection, analysis, and reporting in support of PMRs and performance reviews.
• Translate user needs into actionable requirements and improvement initiatives across all service delivery towers.
• Maintain a stakeholder engagement log, document themes, and work with the PMO to prioritize improvement efforts.
• Facilitate focus groups, listening sessions, and targeted interviews to uncover challenges, gaps, or unmet mission needs.
• Partner with engineering, operations, cybersecurity, and logistics teams to ensure solutions reflect mission priorities.
• Provide communication strategies and tailored briefings to ensure alignment between customer expectations and technical execution.

Demonstrated Abilities:

• Strong interpersonal and stakeholder management skills in a federal or mission-driven IT environment.
• Proven ability to synthesize feedback, identify patterns, and develop solutions that improve user experience.
• Familiarity with performance-based contracting, service reporting, and federal service delivery frameworks.
• Effective communicator who can convey technical topics in business terms and vice versa.
• Experience coordinating among integrated contractor teams, subcontractors, and government end users.

Position Qualifications:

Education:
Bachelor's degree in Business, Public Administration, Information Systems, or a related field.

Certifications:

• ITIL v4 Foundation - Preferred
• Customer Experience (CX) or Stakeholder Engagement certification - Preferred

Clearance:
DoD Top Secret - Required (TS/SCI Eligible - Preferred)

Experience:

• 5+ years of experience in stakeholder engagement, service delivery, or business analysis in a federal IT setting.
• Experience supporting DHS, DoD, or mission-based civilian agencies.
• Familiarity with survey methodologies, CSAT scorecards, and customer success best practices.

SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers' missions for more than 47 years. Our ability to hire and retain quality people in a rapidly evolving IT market is proven through our employee retention rate averaging over 3 years. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States.

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.