IT Customer Relationship Manager

We are looking for an experienced IT Customer Relationship Manager to build strong relationships with business partners, collaborate with IT leadership, manage escalations, and ensure successful delivery of IT services and projects., Partner with agency leadership and IT teams to ensure continuous delivery of IT products and services.

• Build and maintain trusted relationships with assigned business partners.
• Coordinate priorities, manage escalations, and communicate customer needs.
• Identify opportunities for service improvements and technology innovation.
• Support compliance with VDOT and VITA policies and standards.

Bachelor’s degree or 6+ years of related experience.

• 5+ years of IT experience, including SDLC, Agile methodologies, and technology procurement.
• 10+ years of experience in stakeholder communication, leadership presentations, and relationship management.
• Strong skills in conflict resolution, negotiation, and handling difficult customers.
• Experience building strategic partnerships and influencing stakeholders.
• Expertise in strategic planning, product line planning, development, and management.
• Experience developing and maintaining multi-year business capability roadmaps.
• Ability to coordinate with project managers, service managers, operations teams, and business leadership.
• Experience managing escalations related to IT services, projects, technology procurement, and service delivery.
• Understanding of IT service delivery, business requirements, and technical innovation.
• Knowledge of VDOT and VITA policies, standards, and guidelines.
• Understanding of VDOT’s organizational structure, including Districts and Central Office, is preferred.