IT Technical Account / Relationship Manager


The Johns Hopkins University Applied Physics Laboratory (APL), a national leader in scientific research and development, located midway between Baltimore and Washington, DC is seeking an IT Relationship Manager.

Job Summary:

Responsible for developing and maintaining a strong service relationship between the customer departments and the Information Technology Service Department (ITSD). Support multiple customer departments directly as well as coordinate activities with other ITSD Relationship Manager(s).


  • Serve as the primary point of contact between ITSD and the customer departments for all non-routine technical requests and escalated customer service concerns.
  • Serve as a liaison between ITSD and the customer departments to address planned changes.
  • Communicate with the customer departments about upcoming initiatives, implementations, and service enhancements to gather feedback about the unique aspects of the implementations and the unique needs of the departments.
  • Partner with ITSD Service Managers and Project Managers to craft and send regular email notifications to customers regarding planned ITSD updates, deployments, outages and other changes affecting their computing environment.
  • Work with ITSD and the customer departments to establish agreements that will ensure smooth transitions and customized service.
  • Routinely attend ITSD and customer departmental meetings and identify key areas for ITSD service improvement based on customer department requirements and feedback.
  • Regularly communicate ITSD's service levels and project priorities to customer departments.
  • Negotiate ITSD Service Level Agreements (SLAs) and ensure that these agreements are met.
  • Coordinate activities with the other IT Relationship Manager(s) to ensure consistent communications and service delivery to the customer departments.
  • Perform other duties as assigned.

Note: This job summary and listing of duties is for the purpose of describing the position and its essential functions at time of hire and may change over time.

Required Qualifications:

Bachelor's degree in IT-related field or equivalent years of professional IT work experience.

At least 5 years of professional IT experience including at least 5 years of strong customer service experience.

Ability to gain strong understanding of both ITSD and customer departments' short and long term priorities and other strategic initiatives.

Proven ability to independently identify and resolve complex problems using current job knowledge, research and external resources.

Previous success with conflict resolution and the ability to make difficult decisions after acquiring adequate input.

Articulate and highly effective communicator with excellent customer service and negotiation skills.

Ability to interface well with all levels of staff to facilitate and route unique customer requests.

Very strong written and presentation skills which will be used to document analyses, deliver business and technical presentations to customer teams and upper management, and provide regular email notifications about ITSD initiatives.

Possess positive and optimistic outlook.

Desired Qualifications:

At least 10 years of professional IT experience.

Familiarity with JHU/APL departments, staff, practices and procedures as it relates to the activities of ITSD.

Masters Degree in IT or related field.

ITIL Certification.

Special Working Conditions:

Occasional weekend and other after hours work required to handle and/or complete critical project/work-related business needs.


Applicant selected 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.


APL offers a comprehensive benefits package including a liberal vacation plan, a matching retirement program, significant educational assistance, a scholarship tuition program for staff with dependents, and competitive salaries commensurate with skills and experience. For more information about our organization, please visit our web site at

Equal Employment Opportunity:

Johns Hopkins University/Applied Physics Laboratory (APL) is an Equal Opportunity/Affirmative Action employer that complies with Title IX of the Education Amendments Acts of 1972, as well as other applicable laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

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