IT Customer Relationship Manager (Hybrid)

Betis Group, Inc.•Richmond, VA

17h•$60 - $80•Hybrid

About The Position

The IT Customer Relationship Manager builds and preserves trusting relationships with assigned business partners throughout the agency and manages escalations across service, product, and project delivery pipelines. The role works with agency leadership, including executives, and IT leadership to support successful and continuous delivery of IT products and services. It partners with Districts as a point of focus for IT management, escalations, and coordination; works with business stakeholders and Enterprise Architecture to identify product lines and develop and maintain a multi-year business capability roadmap; and coordinates requests and priorities with project, service, and operations managers. The position also identifies opportunities for new services, service improvements, and technical innovation; manages business partner expectations and technology-related escalations; communicates customer needs; collaborates with ITD teams on production operations and the strategic direction of assigned systems; and supports compliance with VDOT and VITA policies, standards, and guidelines. This is a contract role requiring onsite work two days per week and remote work three days per week. Candidates must be local because of the onsite requirement. The first interview round is via Teams and the second round is onsite, with no exceptions. The contractor is responsible for purchasing parking through VDOT’s Parking Management Office or procuring their own parking. The contract is expected to extend beyond June 30, 2026, likely by six to twelve or more months.

Requirements

Bachelor’s degree or six or more years of related experience in an Information Technology role.
Five or more years of Information Technology experience, including knowledge of SDLC, Agile methodology, and technology procurements.
Ten or more years of strong written and verbal communication skills, including presenting to leadership at all levels.
Ten or more years of ability to listen, build rapport, establish credibility as a strategic partner, and influence opinions without relying on positional authority.
Ten or more years of conflict negotiation and resolution skills, including experience handling difficult customers and navigating uncomfortable situations.
Ten or more years of ability to share ownership and drive results as a team, focusing on purpose, value, and outcomes rather than specific solutions.
Ten or more years of ability to connect strategy to execution and demonstrate strategic thinking.
At least one year of experience in product line planning, development, and management.
Local candidates are required because the position has an onsite requirement.
Attend the second interview round onsite; no exceptions.

Responsibilities

Meet and communicate routinely with agency leadership, including executive-level leaders.
Work closely with IT leadership to support successful and continuous delivery of ITD products and services.
Partner with Districts as a point of focus and resource for IT management, escalations, and coordination.
Partner with business stakeholders and Enterprise Architecture to identify product lines and develop and maintain a multi-year business capability roadmap.
Build and maintain relationships with assigned business partners.
Coordinate work, prioritize requests, and manage escalations for assigned Divisions in collaboration with project managers and service and operations managers.
Identify opportunities for new services, service improvements, and technical innovation to meet business needs.
Manage business partner expectations related to ITD engagement and service or product delivery.
Manage escalations involving technology procurements, projects, and service delivery requests.
Identify, champion, and communicate customer needs.
Consult and collaborate with ITD teams responsible for production operations and the strategic direction of systems owned by assigned business partners.
Support continued compliance with VDOT and VITA policies, standards, and guidelines.