Sr. / Principal IT Client Service Manager

Job Description

We offer a competitive salary for this role, with an expected range of $83,900 to $139,500. The final offer will depend on your experience, skills, and overall qualifications. General Dynamics – Bath Iron Works also provides a variety of benefits including medical & dental insurance coverage, 401(k) retirement savings plan, flexible spending accounts/HSAs, life and disability insurance, company paid holidays, paid time off (PTO), health coaching, athletic trainers, employee assistance programs and onsite health services.

 

This is a year-round position located in Bath, Maine with onsite requirements. Full-time remote work is not an available option.

This is primarily a first shift position, with some limited required communication and support across other shifts. The Senior / Principal IT Client Service Manager (CSM) acts as the primary liaison between the BIW business units and BIW Information Technology (IT). Operating within the BIW Business Operating System (BOS) framework, the CSM will translate client objectives and requirements into actionable IT initiatives. This position is responsible for managing overall client relationships, ensuring high levels of satisfaction, and driving superior end-user experience through a blend of technical knowledge, strong interpersonal skills, and strategic business acumen.

 

Ideal Candidate Profile:

Success in this multifaceted role requires a blend of technical knowledge, strong interpersonal skills, and strategic business acumen to ensure IT functions as an effective and integrated partner to the business units it supports. This includes leveraging a deep understanding of both IT capabilities and business needs to bridge gaps and simplify complex processes in a continuous effort to improve end user experience. 

 

Key Responsibilities

Safety Leadership:

• Champion and enforce BIW safety policies and procedures in IT operations.
• Promote a culture of proactive safety awareness and accountability across the team.
• Ensure safe workplace conditions and compliance with government and company safety standards.  

Program Execution:

• Strategic Relationship Management: Act as the single point of contact and trusted advisor for supported business units, facilitating seamless communication and acting as a vital conduit between business and IT leadership.
• Communication & Influence: Effectively communicate and negotiate with all levels of management in both business and IT, presenting clear, concise business cases and recommendations for process and product enhancements. 

Operational Management:

• Strategic Consulting & Planning: Operate as an embedded IT consultant to business units, reviewing project documentation and actively participating in the long-range strategic planning for technology implementations across the organization.
• Demand & Governance Management: Serve as the primary governance role for evaluating, prioritizing, and formalizing business IT service requests and initiatives for entry into the IT project pipeline.
• User Advocacy & Accessibility: Ensure users can seamlessly access and work within their applications and IT technology, serving as an advocate for user accessibility and ease-of-use in all new and existing systems.
• Manage IT Contracts: Strategically manage IT contracts within assigned business units, ensuring alignment with current and projected usage before annual renewal.  Collaborate closely with business units and the procurement team to update contract terms as necessary. Facilitate contract approval workflow. 
• Oversee Major Purchases: Coordinate IT major purchase requests for business units, guiding them through procurement, multi-level delegation of authority approvals, receiving logistics, and successful implementation.
• Best Practice & Benchmarking: Benchmark IT best practices through collaboration with industry consultants and internal business units to ensure the organization remains at the forefront of technological efficiency and effectiveness.

Team Collaboration and Communication:

• IT Initiative Development: Collaborate within the established IT and cybersecurity frameworks to develop actionable IT initiatives, including specific projects and product enhancements.
• Communication & Influence: Effectively communicate and negotiate with all levels of management in both business and IT, presenting clear, concise business cases and recommendations for process and product enhancements.
• User Advocacy & Accessibility: Ensure users can seamlessly access and work within their applications and IT technology, serving as an advocate for user accessibility and ease-of-use in all new and existing systems.
• Strategic Relationship Management: Act as the single point of contact and trusted advisor for supported business units, facilitating seamless communication and acting as a vital conduit between business and IT leadership.
• Business Analysis & Solution Development: Participate in or facilitate critical activities including business process modeling, comprehensive requirements definition, vendor evaluation, solution research, and development efforts.

Continuous Improvement:

• Process Simplification & Efficiency: Actively strive to simplify processes by understanding both the technical landscape of IT and the operational realities of the business units, identifying bottlenecks and streamlining workflows to enhance overall efficiency. Responsible for documenting processes to be shared among IT and to be used when interfacing with customers.
• Business Operating System: Champion BOS principles and productivity enhancements across IT operations.

Required/Preferred Education/Training

• BS in Business, Engineering, Computer Science, or related fields; or equivalent combination of education and experience is required.
• Sr.IT Client Service Manager: 5+ years experience with IT, Engineering, business operations, or systems development required.
• Principal IT Client Service Manager: 10+ years experience with IT, Engineering, business operations, or systems development required. 

Required/Preferred Experience

• Excellent communication, analytical, facilitation, influencing, and negotiation skills are required.
• Proficiency in the use of technology and computer systems required.
• Shipbuilding or manufacturing experience preferred.
• Experience with Jira, ServiceNow & Smartsheets preferred.
• Demonstrated ability to work independently and handle multiple projects or assignments with competing priorities desired.