IT Client Service Manager

Job Description

This is a year-round position located in Bath, Maine with onsite requirements. This is primarily a first shift position, with some limited required communication and support across other shifts. The 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.

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.

• 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.

• 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.

• 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.

• 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…