IT Customer Relationship Manager

Cynet Systems•Richmond, VA

11h

About The Position

The IT Customer Relationship Manager builds and preserves trusting relationships with assigned business partners throughout the agency, fosters purposeful interactions, and uses strategic thinking to support business needs. The role manages escalations across service, product, and project delivery pipelines and works with IT leadership to support continuous delivery of products and services. The position partners with regional districts, business teams, Enterprise Architecture, project and service managers, and operations managers to coordinate work, prioritize requests, develop multi-year business capability roadmaps, and manage expectations and escalations. It identifies opportunities for new services, service improvements, and technical innovation, communicates customer needs, and supports compliance with organizational policies, standards, and guidelines.

Requirements

Bachelor's degree or six or more years of related experience in an IT role.
Five or more years of experience working in Information Technology, including knowledge of SDLC, Agile Methodology, and Technology Procurements.
Ten or more years of strong verbal and written communication skills, including experience presenting to leadership at all levels.
Ten or more years of experience listening, building rapport, and developing credibility as a strategic partner, with the ability to influence without direct authority.
Ten or more years of experience in conflict negotiation and resolution, including addressing challenging customer situations.
Ten or more years of experience driving results as a team, maintaining shared ownership, and focusing on purpose, value, and outcomes.
Ten or more years of experience connecting strategy to execution as a strategic thinker.
Ten or more years of experience in product line planning, development, and management.
Understanding of organizational structures, including regional and central offices.

Nice To Haves

BRMP Certification via the BRM Institute.

Responsibilities

Meet and communicate routinely with organization leadership, including executives.
Work closely with IT leadership to ensure successful and continuous delivery of products and services.
Partner with regional districts as a point of focus and resource for IT management, escalations, and coordination.
Partner with business and Enterprise Architecture teams 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, service managers, and operations managers.
Identify opportunities for new services, service improvements, and technical innovation to meet business needs.
Manage business partner expectations related to IT 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 internal IT teams managing production operations and the strategic direction of systems owned by assigned business partners.
Support continued compliance with organizational policies, standards, and guidelines.