IT Customer Relationship Manager

Job Title: IT Customer Relationship Manager

Job Location: Richmond, VA

Job Type: Contract

Pay Range: $60.00hr - $65.00hr

Job Overview:

Ideal candidates for this role will innately be strategic thinkers, foster positive, purposeful interactions, and 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.

Responsibilities and Duties:

• Meet and communicate directly with organization leadership up to the Executive level on a routine basis.
• Work closely with IT leadership to ensure successful and continuous delivery of all products and services.
• Partner with regional districts to act as a point of focus and resource for IT management, escalations, and coordination.
• Partner with business and Enterprise Architecture teams to identify product lines, then develop and maintain a multi-year business capability roadmap.
• Build and maintain relationships with assigned business partners.
• Interface with project managers, service managers, and operations managers to coordinate work, prioritize requests, and manage escalations for assigned divisions.
• Identify opportunities for new services, service improvements, and technical innovation to meet business needs.
• Oversee the management of business partner expectations as 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 for systems owned by assigned business partners.
• Support continued compliance with organizational policies, standards, and guidelines.

Desired Skills:

• Bachelor s degree or six (6) or more years of related experience in an IT role.
• Five (5) or more years of experience working in Information Technology, including knowledge of SDLC, Agile Methodology, and Technology Procurements.
• Ten (10) or more years of strong verbal and written communication skills, with experience presenting to leadership at all levels.
• Ten (10) or more years of experience listening, building rapport, and developing credibility as a strategic partner, with the ability to influence without direct authority.
• Ten (10) or more years of experience in conflict negotiation and resolution, including experience addressing challenging customer situations.
• Ten (10) or more years of experience driving results as a team, maintaining shared ownership, and focusing on purpose, value, and outcomes.
• Ten (10) or more years of experience connecting strategy to execution as a strategic thinker.
• Ten (10) or more years of experience in product line planning, development, and management.
• Understanding of organizational structures, including regional and central offices.
• BRMP Certification via the BRM Institute is highly desired.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities