IT Customer Relationship Manager

Title: IT Customer Relationship Manager

Duration: 12 Months (Extendable)

Location: Richmond, VA 23116 (Hybrid- 2 days onsite)

Ideal Candidate Profile: Ideal candidate for this role will innately be a strategic thinker, foster positive/purposeful interactions, 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.
Job Duties & Responsibilities

• 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 multi-year business capability roadmap.
• Responsible for building and maintaining relationships with assigned business partners.
• Interfacing with project managers, 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 client's policies, standards, and guidelines.

Desired Skills & Experience

• Bachelor's degree or six (6) years or more of related experience
• Experience working in Information Technology (including knowledge of SDLC, Agile Methodology, Technology Procurement
• Strong communication skills in writing, speaking and presenting with leadership of all levels
• Ability to listen, build rapport, and develop credibility as a strategic partner. Be able to shift opinions using influence over positional power
• Skilled and experienced at conflict negotiation and resolution; Experience dealing with difficult customers
• Ability to share-ownership and drive results as a team. Ability to focus on purpose, value, and results, rather than solutions.
• Ability to connect strategy to execution; Strategic thinker.
• Experience in Product Line planning, development and management.
• Understanding of client Organization Structure to include Districts and Central Office.