IT Customer Relationship Manager
About The Position
The IT Customer Relationship Manager acts as a strategic partner to assigned business partners throughout the agency, building and maintaining trusting relationships and fostering purposeful interactions. The role manages escalations involving service, product, and project delivery pipelines and works closely with IT leadership to support continuous delivery of IT products and services. The position partners with Districts and agency leadership, including executives, to coordinate IT management, prioritize work, oversee expectations, and address escalations. It also collaborates with business stakeholders and Enterprise Architecture on product lines and multi-year business capability roadmaps, identifies opportunities for new or improved services and technical innovation, and supports compliance with VDOT and VITA policies, standards, and guidelines.
Requirements
- Bachelor's degree or six or more years of related experience in an Information Technology role.
- Five or more years of IT experience, including knowledge of SDLC, Agile methodology, and technology procurements.
- Ten or more years of strong written, verbal, and presentation communication with leaders 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 power.
- Ten or more years of conflict negotiation and resolution experience, including dealing with difficult customers and uncomfortable situations.
- Ten or more years of ability to share ownership, drive results as a team, and focus on purpose, value, and results rather than solutions.
- Ten or more years of ability to connect strategy to execution and think strategically.
- At least one year of experience in product line planning, development, and management.
Nice To Haves
- Understanding of VDOT's organizational structure, including how VDOT and VITA interact; three years of experience is listed as desired.
- BRMP Certification.
Responsibilities
- Meet and communicate routinely with agency leadership, including executive-level leaders.
- Work with IT leadership to support successful and continuous delivery of IT 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 multi-year business capability roadmaps.
- Build and maintain relationships with assigned business partners.
- Coordinate with project managers and service and operations managers to organize work, prioritize requests, and manage escalations for assigned Divisions.
- Identify opportunities for new services, service improvements, and technical innovation to meet business needs.
- Manage business partner expectations concerning ITD engagement and service or product delivery.
- Manage escalations related to 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.
