IT Customer Relationship Manager

• Ideal candidates for this role will innately be a strategic thinker, foster positive/purposeful interactions, build and preserve trusting relationships with assigned business partners throughout the agency. 
• The position will also manage escalations for work within the service, product and project delivery pipelines.

Position specific responsibilities and duties will include, but not limited to:

•  Meeting with and communicating directly with Agency leadership up to the Executive level on a routine basis.
•  Working closely with IT leadership to ensure successful and continuous delivery of all products and services
•  Assigned to partner with Districts to act as a point of focus / resource for IT management, escalations, and coordination.
•  Partner with business and Enterprise Architecture to identify product lines, then develop and maintain a multi-year business capability roadmap.
•  Responsible for building and maintaining relationships with assigned business partners.
•  Interfacing with project managers, service and operations managers to coordinate work, prioritize requests, and manage escalations for assigned Divisions.
•  Identifying opportunities for new services, service improvements, and technical innovation to meet business needs.
•  Overseeing the management of business partner expectations as related to client's engagement and service or product delivery.
•  Managing escalations related to technology procurements, projects and service delivery requests.
•  Identifying, championing, and communicating customer needs.
•  Consult and collaborate with teams managing production operations and the strategic direction for systems owned by assigned business partners.
•  Support continued compliance with  policies, standards, and guidelines.

Skills Required:

• Bachelors degree or six (6) years or more of related experience in a role within Information Technology. Required 6 Years
• Experience working in Information Technology (including knowledge of SDLC, Agile Methodology, Technology Procurements) Required 5 Years
• Strong communication skills in writing, speaking and presenting with leadership of all levels. Required 10 Years
• Ability to listen, build rapport, and develop credibility as a strategic partner. Be able to shift opinions using influence over positional power. Required 10 Years
• Skilled at conflict negotiation and resolution; Experience dealing with difficult customers/being comfortable in uncomfortable situations. Required 10 Years
• Ability to share-ownership and drive results as a team. Ability to focus on purpose, value, and results, rather than solutions. Required 10 Years
• Ability to connect strategy to execution; Strategic thinker. Required 10 Years
• Experience in Product Line planning, development and management. Required 1 Years
• Understanding of Organization Structure, how client interact. Desired 3 Years
• BRMP Certification Highly desired