IT Manager, Customer Relationship - Hybrid
About The Position
The IT Manager, Customer Relationship acts as a strategic partner to assigned business partners throughout the agency, building and maintaining trusted relationships and fostering purposeful interactions. The role manages escalations across service, product, and project delivery pipelines and coordinates with IT leadership and delivery teams to support successful, continuous delivery of IT products and services. The position partners with Districts and Agency leadership, including executives, and works with business partners and Enterprise Architecture to identify product lines and develop and maintain multi-year business capability roadmaps. It coordinates and prioritizes requests, manages expectations, identifies opportunities for service improvements and technical innovation, and supports compliance with client policies, standards, and guidelines. This is an 8–9 month contract role with a hybrid location preference in Richmond, Virginia. The stated hourly range is $60.00 to $80.00, depending on skills, experience, location, and industry.
Requirements
- Bachelor's degree or six or more years of related experience.
- Experience working in Information Technology, including knowledge of the software development life cycle (SDLC), Agile methodology, and technology procurements.
- Strong written, verbal, and presentation communication skills with leadership at all levels.
- Ability to listen, build rapport, and develop credibility as a strategic partner.
- Ability to influence opinions without relying on positional power.
- Skill and experience in conflict negotiation and resolution, including experience dealing with difficult customers.
- Ability to share ownership and drive results as part of a team.
- Ability to focus on purpose, value, and results rather than solutions.
- Ability to connect strategy to execution and think strategically.
- Experience in product line planning, development, and management.
- Understanding of the organization structure, including Districts and Central Office.
Responsibilities
- Meet and communicate routinely with Agency leadership, including executive-level leaders.
- Work closely 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 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 regarding 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 ITD teams responsible for production operations and the strategic direction of systems owned by assigned business partners.
- Support continued compliance with client policies, standards, and guidelines.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Career Level
Manager
