IT Customer Relationship Manager

Overview

Hybrid
Depends on Experience
Contract - W2
Contract - 12 Month(s)

Skills

SDLC
Agile
IT procurements
conflict negotiation
conflict resolution
Product Line planning
public sector
BRMP

Job Details

Title: IT Customer Relationship Manager Location: Richmond, VA 23219 (Hybrid 2 days onsite / 3 remote) Duration: 7+ Months Contract (Likely extension through 2026) Interview Process: Web Cam (1st round) + In-Person (2nd round)

Position Overview

The IT Customer Relationship Manager serves as a strategic liaison between IT and assigned business units, ensuring alignment of technology services with organizational goals. This role requires a forward-thinking individual capable of fostering strong, trust-based relationships, managing escalations, and driving collaboration between IT and business partners.

The ideal candidate is a strategic thinker with exceptional communication and stakeholder management skills who can navigate complex organizational structures and deliver value-driven outcomes.

Key Responsibilities

  • Build and maintain strong, trusted relationships with assigned business partners and leadership up to the Executive level.
  • Act as the primary liaison between IT leadership and business units to ensure consistent delivery of IT products and services.
  • Serve as the focal point for IT management, escalations, and coordination for assigned divisions or regions.
  • Partner with business and Enterprise Architecture teams to identify product lines and create multi-year business capability roadmaps.
  • Coordinate with project managers and operations teams to manage priorities, requests, and escalations.
  • Identify and drive opportunities for new services, improvements, and technical innovations.
  • Oversee management of partner expectations related to IT engagement and delivery.
  • Collaborate on compliance with internal policies, standards, and guidelines.
  • Manage escalations related to technology procurements, projects, and service delivery.
  • Represent and champion customer needs while balancing enterprise objectives.

Required Qualifications

  • Bachelor s degree or 6+ years of related IT experience.
  • 5+ years working in Information Technology, including understanding of SDLC, Agile methodologies, and IT procurements.
  • 10+ years of strong communication and presentation experience across all leadership levels.
  • Proven ability to build rapport and credibility as a strategic partner and influencer.
  • Skilled in conflict negotiation and resolution, with experience managing challenging stakeholders.
  • Strong teamwork skills, focusing on value, purpose, and results rather than individual solutions.
  • Strategic mindset with demonstrated ability to connect strategy to execution.
  • Experience in Product Line planning, development, and management.

Desired / Preferred

  • Understanding of public sector organizational structures and interaction between central IT and business units.
  • 3+ years experience working within large public-sector or enterprise organizations.
  • BRMP Certification (highly desired).
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