POSITION SUMMARY
The Information Technology ( IT ) Relationship Manager acts as a single point of contact and coordination between the IT department and business units within Grant Thornton LLP. The Manager develops and maintains effective business relationships, acts as a liaison and trusted technology advisor to business leadership, and is accountable for the coordination and service delivery of technology efforts by the IT department. This is both a business and technical position, requiring excellent service quality management, account management, and technical competence. The Manager should be able to effectively communicate within all levels and areas of both the business and IT organizations, as well as providing strategic insights into the use of technology within the firm. This position is based in Oakbrook Terrace, IL 60181.

ESSENTIAL DUTIES AND RESPONSIBILITIES
-Communicate and coordinate all business needs within the IT department.
-Understand the use, application, and integration of technology in the firm's business.
-Act as an effective customer advocate and liaison within the IT department and champion business needs and priorities.
-Communicate and coordinate inquiries, status, and results across multiple projects and areas within the defined business customer segment. Upward communications to IT and business leadership on a regular basis of customer satisfaction, delivery of services, and quality measurement.
-Work in conjunction with the IT Project Management Office to define and manage the business unit portfolio of technology projects. Coordinate annual budgeting and frequent business and technology initiatives throughout the year.
-Manage accounts including ability to coordinate needs in a timely, effective fashion between the business and the IT department and deliver results on target and on schedule.
-Define, monitor, and support SLAs between the business segment and the IT department.
-Adhere to the highest degree of professional standards and strict confidentiality in matters that require discretion.
-Attend professional development and training sessions on a regular basis.
-Perform other job-related duties as necessary.
Experience: QUALIFICATIONS AND REQUIREMENTS
-Bachelor's degree in MIS, Business Management, Finance, Computer Science or related field of study required.
-12+ years experience with demonstrated success and increased responsibility in the development, operations, and maintenance of enterprise information systems.
-3+ years experience in a customer facing role, acting as a technical account manager or similar role.
-Previous experience working in the professional services or accounting industry in a medium to large organization a plus.
-Excellent verbal, written and interpersonal communications skills.
-Strong training and presentation skills in individual and group settings.
-Strong attention to detail.
-Ability to work with minimal supervision.
-Ability to integrate procedural steps and processes with technical requirements and system functions to assure successful delivery of work.
-Experience with following a formal project management and change management methodology to the implementation of new and upgrading existing systems.
-Team oriented, flexible and able to work in a constantly changing business environment
-Reports directly to Director of IT Relationship Management.
-Ability to work additional hours as necessary. Pager coverage expected. Some weekend or holiday work required.

KEY PERFORMANCE MEASURES
-Customer satisfaction as measured by regular surveys and input from IT and business customers.
-Operational effectiveness including measured up-time, performance of systems, and accuracy of results.
-Service Level Agreement compliance managed on behalf of the customer and effective resolution of any issues identified.

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