IT Customer Relationship Manager

Ampcus Inc.•Richmond, VA

9h•Hybrid

About The Position

The IT Customer Relationship Manager serves as a strategic partner to business stakeholders, building and maintaining strong relationships, facilitating communication, and supporting successful delivery of IT products and services. The role coordinates with IT leadership, manages escalations, aligns technology initiatives with business objectives, and identifies opportunities for service improvements and innovation. This position serves as the primary IT management contact for assigned business districts and works with business stakeholders, Enterprise Architecture, project managers, service managers, operations teams, and other IT groups. The work arrangement is hybrid, with two days onsite and three days remote per week. Local candidates are required because of the onsite work requirements.

Requirements

Bachelor's degree or six or more years of relevant experience.
Five or more years of Information Technology experience, including knowledge of the Software Development Life Cycle (SDLC), Agile methodologies, and technology procurement.
Ten or more years of experience with written, verbal, and presentation skills when communicating with stakeholders at all organizational levels.
Ten or more years of experience building rapport, establishing credibility, and influencing stakeholders through strategic partnership rather than positional authority.
Ten or more years of experience in conflict negotiation and resolution, including handling difficult customers.
Ten or more years of experience collaborating with teams, sharing ownership, and driving results with a focus on business value and outcomes.
Ten or more years of experience connecting strategy to execution and applying strategic thinking.
Experience in product line planning, development, and management; the skills table specifies one year.
Ability to understand and navigate organizational structures, including district-level operations and central office functions.
Local candidates are required due to onsite work requirements.

Nice To Haves

Understanding of VDOT's organizational structure and how VDOT and VITA interact (desired; three years listed).
BRMP Certification (highly desired).

Responsibilities

Communicate regularly with leadership, including executive-level stakeholders.
Collaborate with IT leadership to support successful and continuous delivery of IT products and services.
Serve as the primary IT management contact for assigned business districts, coordinating resources, escalations, and service delivery.
Partner with business stakeholders and Enterprise Architecture teams to identify product lines and develop and maintain multi-year business capability roadmaps.
Build and maintain strong relationships with assigned business partners.
Coordinate with project managers, service managers, and operations teams to prioritize requests, manage workloads, and resolve escalations.
Identify opportunities for new services, service improvements, and technology innovation to meet business needs.
Manage business partner expectations regarding IT engagement, service delivery, and product delivery.
Resolve escalations related to technology procurements, projects, and service delivery requests.
Identify, advocate for, and communicate customer needs and business priorities.
Collaborate with IT teams responsible for production operations and the strategic direction of systems supporting assigned business partners.
Ensure continued compliance with applicable IT policies, standards, and guidelines.