IT Customer Relationship Manager

DataStaff, Inc. is currently seeking an IT Customer Relationship Manager to fill a long-term contract opportunity with one of our direct clients in Richmond, VA.

*This position is hybrid; 2 days onsite/3 days remote
Responsibilities:

• Manage escalations for work within the service, product and project delivery pipelines.
• 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 policies, standards, and guidelines.

Knowledge and Skills:

• Innately be a strategic thinker
• Foster positive/purposeful interactions
• Build and preserve trusting relationships with assigned business partners throughout the agency

Required Skills:

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

Desired Skills:

• 3 Years - Understanding of the Organization Structure

• BRMP Certification

This opportunity is available on a corp-to-corp basis or as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental, and vision coverage options as well as paid vacation, sick, and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.