IT Customer Relationship Manager
TOMORROW HIRE•Richmond, VA
•$51 - $71•Hybrid
About The Position
The IT Customer Relationship Manager serves as a strategic liaison between VDOT business divisions, district leadership, and the Information Technology Division (ITD), ensuring technology products, services, and initiatives align with business objectives. The role develops trusted relationships with assigned business partners, communicates with agency leadership up to the executive level, and coordinates IT service delivery, technology projects, and product management activities. Working with IT leadership, project managers, service managers, operations teams, and Enterprise Architecture, the manager identifies business needs, establishes priorities, manages escalations, and supports long-term technology planning. The position develops and maintains multi-year business capability roadmaps, identifies opportunities for technical innovation, and manages business partner expectations. This is a hybrid contract assignment supporting the Virginia Department of Transportation in Richmond, Virginia. The schedule requires two on-site days and three remote days per week. Local candidates are required, and candidates must physically reside in the United States for the assignment. A second-round interview is mandatory and in person in Mechanicsville, Virginia, if requested.
Requirements
- Bachelor's degree or 6+ years of related professional experience in an Information Technology role.
- 5+ years of experience working in Information Technology, including knowledge of SDLC processes, Agile methodologies, and technology procurement activities.
- 10+ years of experience communicating effectively through written correspondence, verbal discussions, and presentations with leadership at all organizational levels.
- 10+ years of experience building relationships, establishing credibility, developing stakeholder trust, and influencing decisions without relying on positional authority.
- 10+ years of experience in conflict negotiation, conflict resolution, and managing challenging customer or stakeholder interactions.
- 10+ years of experience promoting shared ownership, collaborating across teams, and driving results through business value and organizational priorities.
- 10+ years of experience connecting organizational strategy to execution and applying strategic thinking to business and technology initiatives.
- 1+ year of experience in product line planning, development, and management.
- Demonstrated ability to communicate and collaborate effectively with senior executives and upper-level organizational leadership.
- Previous professional experience working in an Information Technology role.
- Must be a local candidate capable of reporting to the Richmond, Virginia, worksite at least two days per week.
- Must be available to attend a mandatory in-person second-round interview in Mechanicsville, Virginia, if requested.
- Must be able to comply with the required hybrid schedule of two on-site days and three remote days per week.
- Must physically reside within the United States throughout the assignment in accordance with Commonwealth of Virginia security policies.
- Must be legally authorized to work in the United States without employer sponsorship, now or in the future.
Nice To Haves
- 3+ years of experience or demonstrated understanding of VDOT's organizational structure, including district offices, central office operations, and the working relationship between VDOT and VITA.
- Business Relationship Management Professional (BRMP) certification through the BRM Institute.
Responsibilities
- Establish, develop, and maintain strong, trusted relationships with assigned VDOT business partners and district leadership.
- Serve as a primary point of contact for IT management coordination, business engagement, and technology-related escalations.
- Meet regularly with agency leadership, including senior executives, to discuss business priorities, technology needs, and service delivery performance.
- Build credibility as a strategic advisor by understanding business objectives and identifying opportunities for technology-driven improvements.
- Advocate for business partner needs and communicate priorities to IT leadership and delivery teams.
- Manage business partner expectations regarding ITD engagement, technology products, and service delivery.
- Collaborate with business stakeholders and Enterprise Architecture teams to identify product lines and develop multi-year business capability roadmaps.
- Translate organizational strategies into actionable IT priorities and initiatives.
- Identify opportunities for new technology services, service enhancements, and technical innovation.
- Support strategic planning activities that align technology investments with agency business objectives.
- Partner with IT leadership to support the continuous delivery and improvement of IT products and services.
- Coordinate with project managers, service managers, and operations teams to prioritize technology requests and manage delivery activities.
- Manage and escalate issues related to technology procurements, IT projects, service requests, and product delivery.
- Facilitate the resolution of complex service delivery challenges and stakeholder concerns.
- Support effective communication between business divisions and IT delivery teams.
- Identify service improvement opportunities and recommend approaches that improve customer satisfaction and operational effectiveness.
- Prepare and deliver clear, professional communications and presentations to stakeholders at all organizational levels.
- Facilitate productive discussions between business leaders, IT teams, and operational stakeholders.
- Apply negotiation, conflict resolution, and relationship management skills to address challenging situations.
- Influence decisions through collaboration, credibility, and business value rather than positional authority.
- Foster shared ownership, accountability, and results-oriented teamwork across business and technology groups.
- Collaborate with ITD teams responsible for production operations and the strategic direction of systems supporting assigned business partners.
- Support alignment between IT operations, technology projects, and organizational business requirements.
- Apply knowledge of the Software Development Life Cycle (SDLC), Agile methodologies, and technology procurement processes.
- Support continued compliance with VDOT and Virginia Information Technologies Agency (VITA) policies, standards, and guidelines.
- Promote effective coordination among district offices, central office stakeholders, and IT service delivery teams.
