IT Customer Relationship Manager :: Richmond/Mechanicsville, VA

Ideal candidates 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., * 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.

Skills Needed

Bachelors degree or six (6) years or more of related experience in a role within Information Technology. Required 6 Years

Experience working in Information Technology (including knowledge of SDLC, Agile Methodology, Technology Procurements) Required 5 Years

Strong communication skills in writing, speaking and presenting with leadership of all levels. Required 10 Years

Ability to listen, build rapport, and develop credibility as a strategic partner. Be able to shift opinions using influence over positional power. Required 10 Years

Skilled at conflict negotiation and resolution; Experience dealing with difficult customers/being comfortable in uncomfortable situations. Required 10 Years

Ability to share-ownership and drive results as a team. Ability to focus on purpose, value, and results, rather than solutions. Required 10 Years

Ability to connect strategy to execution; Strategic thinker. Required 10 Years

Experience in Product Line planning, development and management. Required 1 Years

Understanding of VDOT’s Organization Structure, how VDOT and VITA interact. Desired 3 Years

BRMP Certification Highly desired

Question 1 Is candidate comfortable working with upper level leadership?

Question 2 Does candidate have previous experience working in an IT role?

Question 3 Does the candidate have a BRMP certification via the BRM Institute? If so, please upload the certification, in order to be considered.

Question 4 Is the candidate available to interview ONSITE in new location Mechanicsville, VA, if requested? This is REQUIRED.

Question 5 Is the candidate available to work ONSITE in Richmond, VA at least 2 days/wk? This is REQUIRED.