IT Customer Relationship Manager :: Richmond, VA (Hybrid)

IT Customer Relationship Manager

Location: Richmond, VA (Hybrid)

Duration: 8+ months

Job Overview:

Seeking a strategic thinker who can foster positive interactions and build trusting relationships with business partners across the agency. This role involves managing escalations within service, product, and project delivery pipelines.

Key Responsibilities:

• Communicate directly with Agency leadership, including Executive levels.
• Collaborate with IT leadership to ensure continuous delivery of IT products and services.
• Act as a point of contact for IT management, escalations, and coordination with Districts.
• Partner with business and Enterprise Architecture to develop and maintain a multi-year business capability roadmap.
• Build and maintain relationships with assigned business partners.
• Coordinate with project managers and operations managers to prioritize requests and manage escalations.
• Identify opportunities for new services and technical innovation.
• Manage business partner expectations related to IT engagement and service delivery.
• Consult with ITD teams on production operations and strategic direction.
• Ensure compliance with policies, standards, and guidelines.

Must-Have Skills:

• Bachelor's degree or six years of related IT experience.
• 5 years of experience in Information Technology, including SDLC, Agile Methodology, and Technology Procurements.
• 10 years of strong communication skills in writing, speaking, and presenting with leadership at all levels.
• 10 years of experience in listening, building rapport, and developing credibility as a strategic partner.
• 10 years of experience in conflict negotiation and resolution.
• 10 years of ability to drive results as a team, focusing on purpose, value, and results.
• 10 years of strategic thinking and connecting strategy to execution.
• 1 year of experience in Product Line planning, development, and management.