IT Customer Relationship Manager

We are looking for an IT Customer Relationship Manager in Richmond VA. Ideal candidates for this role will innately be strategic thinkers foster positive/purposeful interactions and build and preserve trusting relationships with assigned business partners throughout the agency. The position will also manage escalations for work within the service product and project delivery pipelines.

Responsibilities and duties will include but are not limited to:

• Meeting with and communicating directly with Agency leadership up to the Executive level on a routine basis.
• Working closely with IT leadership to ensure successful and continuous delivery of all products and services by ITD.
• Assigned to partner with Districts to act as a point of focus/resource for IT management escalations and coordination.
• Partner with business and Enterprise Architecture to identify product lines then develop and maintain a multiyear business capability roadmap.
• Responsible for building and maintaining relationships with assigned business partners.
• Interfacing with project managers and service and operations managers to coordinate work prioritize requests and manage escalations for assigned Divisions.
• Identifying opportunities for new services service improvements and technical innovation to meet business needs.
• Overseeing the management of business partner expectations as related to ITD engagement and service or product delivery.
• Managing escalations related to technology procurements projects and service delivery requests.
• Identifying championing and communicating customer needs.
• Consult and collaborate with ITD teams managing production operations and the strategic direction for systems owned by assigned business partners.
• Support continued compliance with VDOT and VITA policies standards and guidelines.

Desired Skills:

• Bachelors degree or six (6) years or more of related experience.
• Experience working in Information Technology (including knowledge of SDLC Agile Methodology and Technology Procurements. (5yrs)
• Strong communication skills in writing speaking and presenting with leadership of all levels. (10yrs)
• Ability to listen build rapport and develop credibility as a strategic partner. Be able to shift opinions using influence over positional power. (10yrs)
• Skilled and experienced in conflict negotiation and resolution; Experience dealing with difficult customers. (10yrs)
• Ability to share ownership and drive results as a team. Ability to focus on purpose value and results rather than solutions. (10yrs)
• Ability to connect strategy to execution; Strategic thinker. (10yrs)
• Experience in Product Line planning development and management. (10yrs)
• BRMP Certification Highly desired