At Relativity, we make great software that helps users organize data, discover the truth, and act on it. Our product is used by more than 13,000 organizations around the world – in the cloud, on-premises, or both – to manage large volumes of data. Our software has more than 150,000 active users in more than 40 countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and more than 195 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest unstructured data challenges.

IT Business Services Manager – Customer Journey at Relativity
Overview

 At Relativity, we make great software that helps users organize data, discover the truth, and act on it. Our product is used by more than 13,000 organizations around the world – in the cloud, on-premises, or both – to manage large volumes of data.


Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below. 

As an IT Business Services Manager, you will help own the vision and drive the success of IT services that support and enable the Relativity organization.  To do this, you will build relationships with key stakeholder, anticipate new opportunities, prioritize the project portfolio, and ensure the satisfaction and success of our customers.

Responsibilities
  • Responsible for the satisfaction of internal customers across the range of the IT service portfolio
  • Anticipate new and innovative IT demands, new product or service opportunities, and identify systemic service issues
  • Responsible for the overall strategic direction, ensuring that the right services are offered, and make the decisions about when to create, extend, or retire services within the IT service portfolio
  • Establish the success criteria and service levels for services and ensure that they are met or exceeded
  • Be outwardly focused on service outcomes, opportunities for improving customer experiences, and working as a team of business service managers to negotiate and resolve process issues to optimize the entire portfolio of services
  • Understand and breakdown the internal customer workflow and map to the IT business services offered
  • Be the voice of the internal customer with the service delivery teams. Gather, prioritize, and communicate feedback and feature requests
  • Monitor the internal customer’s success indicators, and translate into actionable strategies to drive maximum value of the IT service portfolio
  • Contribute thought leadership and best practice around business transformation and user adoption
  • As a leader of the Business Service Manager team, mentor the development and support of the Business Service’s team members, including goal setting, continuous training, continuous coaching, and continuous feedback. 
Qualifications

Minimum Qualifications:

  • BA / BS in Business, Computer Science, Technical Communication or related discipline, or at least eight years working in a technology and/or consulting industry
  • Experience implementing enterprise software or other complex IT projects
  • Must have expert level process knowledge and proven experience with planning and roadmaps for SaaS/Cloud platforms, specifically with Salesforce and the market to cash process 
  • Proven experience at program management within organizations undergoing growth, helping to effectively drive change across groups
  • Proven experience leading and facilitating meetings and workshops
  • Must be a self-starter, creative, high energy, and comfortable working in a start-up paced software company
  • Strong consulting skills and proven results working as a trusted advisor to drive business value to internal customers
  • Ability to work with cross-functional teams from Marketing, Sales, Customer Support, Customer Success, Finance/Accounting, Engineering, and Human Resources
  • Working knowledge of software development process and software design
About Us

Our software has over 150,000 active users in more than 40 countries from organizations including the U.S. Department of Justice and more than 199 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.

 

If you’re ready to grow with us, we’d love to hear from you.

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Why work with us
We believe in our team members and we want to help you own your career as part of a community of values-driven people who help customers around the world solve complex data challenges. At Relativity, you’ll take on challenging work, but you’ll also partner with talented colleagues, pursue plenty of learning and development opportunities, and have a lot of fun while doing it.
Culture
Our culture stems from our people and our values: - Be an excellent communicator - Exceed the expectations of our customers and your colleagues - Hold yourself and your colleagues accountable - Be humble and stay hungry - Do more with less - Embrace the talents of your colleagues and our customers - Enjoy and be great at your job
Perks & Benefits
medical PPO
dental, prescription
vision coverage,
life and disability benefits
healthcare coverage for each employee at a minimal cost and contribute significantly toward the cost of insuring eligible dependent
18 days of paid time off and 11 paid holidays every year
401k retirement plan - provides employees with the ability to make pre-tax contributions, with company-matching funds, for optimal tax-deferred growth
non-US benefits (if you want to join us at one of our international offices)

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