Customer Relationship Manager (USAFE)

Customer Relationship Manager (USAFE)

Job Category: Project and Program Management

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 25%

Type of Travel: Local

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The Opportunity:

CACI is looking for a Customer Relationship Manager to support our customer to provide a common set of required EIT services across 10-30 bases in their region to implement a consistent, high-quality experience for users across all mission environments and enable USAF to transition focus from network operations to mission operations.

The Customer Relationship Manager will support our DoD customer to implement an enterprise IT service delivery model that provides consistent, secure, high-quality, and cost-effective services to enable mission success and improve end user experience across the customer environment.

This role will support the United States Air Force Europe (USAFE). The ideal candidate will be able to work in the Eastern Time (ET) zone. This role will include Quarterly or bi-annual international travel to 15+ DAF sites across the USAFE region to meet with stakeholders on a recurring basis or at the request of site.

Responsibilities:

• Learn Team CACI’s Enterprise Service Desk (ESD), Unified Endpoint Management (UEM), Field Service, etc. capabilities to effectively educate customers on the offerings.
• Be the primary EITaaS point of contact (POC) for the base Comm Squadron Commander (or appointee) to set and mange expectations, proactively communicate plans and schedule, and identify and address risks, issues, and opportunities.
• Identify Government and third-party contractor (external) organizations that will perform as Tier 2 and 3 support groups with whom the ESD will interface. This includes identification of Field Service providers at bases that are opting-in, -out, or for hybrid operations.
• Establish, manage, and evolve interfaces between the ESD and external organizations:
• Coordinate with base transition teams during transition planning and execution.
• Identify, engage, and maintain relationships with appropriate POCs within external organizations.
• Coordinate with the ITSMO and operations leadership to document interface / escalation procedures within our SOPs.
• Coordinate with the ITSMO, Program Management, and operations leadership to formalize Associate Contractor Agreements (ACAs) and/or Operating Level Agreements (OLAs) where appropriate.
• Identify, communicate, and mitigate risks and opportunities.
• Coordinate with ITSM Business Analysts to define requirements for configuring ServiceNow to incorporate external organizations’ staff, data, and processes. This includes configuring support groups, staff, roles, permissions, and foundation data; authoring and/or loading knowledge articles; and configuring service catalog items and workflows.
• Where necessary, coordinate with Business Analysts to assess establishing integrations between ServiceNow and system(s) used by external organizations.
• Validate that external organizations are appropriately trained in ServiceNow usage and ESD interface procedures.

Qualifications:

The ideal candidate will bring:

• Experience managing customer relationships at strategic and tactical levels.
• Business analysis to identify and refine technical and process requirements.
• Familiarity with ServiceNow or other enterprise-level ITSM technologies

Qualifications:

• Ability to obtain a DoD secret Clearance / An active DoD Secret clearance
• 10 Years of relevant experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience; Master’s Degree in related field may be substituted for bachelor’s degree and 3 years relevant experience).
• Valid US Passport

Desired Skills:

• Familiarity with DoD organizations, especially Air Force / Space Force
• Familiarity with Microsoft endpoint management technologies (MECM, Intune, Defender, etc.)
• Familiarity with service desk and field service operations

What We Can Offer You:

- We’ve been named a Best Place to Work by the Washington Post.

- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

- We offer competitive benefits and learning and development opportunities.

- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

- For over 60 years, the principles of CACI’s unique, character-based