IT Customer Relationship Manager

Job Description

Job Description

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.

Position specific responsibilities and duties will include, but not limited to :

• 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 VDOT and VITA policies, standards, and guidelines.

Desired Skills to Partner with Districts :

Requirements

Skill

Required / Desired

Amount

of Experience

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

Required

Years

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

Required

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

Years

Understanding of VDOT's Organization Structure, how VDOT and VITA interact.

Desired

Years

BRMP Certification

Highly desired