Information Technology Customer Relationship Manager

• Meeting 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 by ITD.
• Assigned to partner with Districts to act as a point of focresource 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 ITD 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 ITD teams managing production operations and the strategic direction for systems owned by assigned business partners.
• Support continued compliance with VDOT and VITA policies, standards, and guidelines.

Desired Skills to Partner with Districts:

• Bachelor's degree or six (6) years or more of related experience. (6yrs)
• Experience working in Information Technology (including knowledge of SDLC, Agile Methodology, Technology Procurement). (5yrs)
• Strong communication skills in writing, speaking and presenting with leadership of all levels. (10yrs)
• Ability to listen, build rapport, and develop credibility as a strategic partner. Be able to shift opinions using influence over positional power. (10yrs)
• Skilled and experienced at conflict negotiation and resolution; Experience dealing with difficult customers. (10yrs)
• Ability to share-ownership and drive results as a team. Ability to focus on purpose, value, and results, rather than solutions. (10yrs)
• Ability to connect strategy to execution; Strategic thinker. (10yrs)
• Experience in Product Line planning, development and management. (10yrs)
• Understanding of VDOT's Organization Structure to include Districts and Central Office.

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