IT Customer Relationship Manager

We are seeking a strategic, relationship-driven IT Customer Relationship Manager in Richmond, VA. Serving as a vital liaison between executive leadership, regional districts, and IT delivery teams, this hybrid role will manage business partner relationships, lead product line strategy, develop capability roadmaps, navigate complex escalations, and align business unit objectives with enterprise IT services.

Location: 1401 Broad St, Richmond, VA 23219

Work Arrangement: Hybrid (2 Days On-Site in Richmond, VA / 3 Days Remote)

Role Type: Contract (10/19/2026 – 06/30/2027; Extension likely by 6–12+ months)

Submission Deadline: Open / Immediate Review

Interview Process: 2-Round Process (Round 1: Virtual via Teams; Round 2: On-Site in Mechanicsville/Richmond, VA)

Shift: EST Business Hours

Work Authorization & Location Notes: Local Richmond, VA candidates required due to mandatory on-site requirements. Candidates must physically reside within the United States (Commonwealth security policy prohibiting offshore contractors). Contractors are responsible for procuring their own parking.

Key Responsibilities

Executive & District Stakeholder Alignment: Meet regularly with agency executive leadership and regional district directors to manage IT expectations, align technology delivery, and communicate customer needs.

Strategic Capability Roadmaps: Partner with business leaders and Enterprise Architecture teams to define product lines and establish multi-year business capability roadmaps.

Escalation & Issue Resolution: Serve as the primary point of focus for escalations across project pipelines, production service delivery, and technology procurements.

Delivery & Governance Coordination: Collaborate with Project Managers, Service Managers, and Operations Leads to prioritize incoming requests, coordinate releases, and ensure compliance with state IT security standards.

Innovation & Service Enhancement: Identify opportunities for new technology services, continuous process improvements, and digital transformation initiatives tailored to business unit goals.

Change Management & Influence: Use strategic influence, consensus-building, and conflict negotiation skills to drive cross-functional results and bridge business strategy with IT execution.

Required Qualifications & Experience

Education / Experience Baseline: Bachelor’s degree in Information Technology, Business Administration, or a related discipline—OR 6+ years of progressive professional experience in an IT role.

IT Environment & SDLC Expertise: 5+ years of working experience within Information Technology, including hands-on familiarity with SDLC, Agile frameworks, and IT procurements.

Executive Presentation & Communication: 10+ years of high-level communication experience presenting, writing, and negotiating with executive leadership.

Strategic Relationship Management: 10+ years of experience building stakeholder rapport, utilizing influence over positional power, and acting as a trusted business partner.

Conflict Negotiation & Resolution: 10+ years of experience resolving complex stakeholder conflicts and managing difficult customer scenarios under pressure.

Strategy-to-Execution Alignment: 10+ years connecting high-level business strategy to operational execution while driving shared team ownership.

Product Line Management: 1+ year of experience in Product Line planning, capability mapping, and product lifecycle management.

Preferred & Highly Desired Qualifications

BRMP Certification: Business Relationship Management Professional (BRMP) certification via the BRM Institute.

State Agency Knowledge: 3+ years of experience navigating state transportation agency structures and state-level IT infrastructure environments