IT Customer Relationship Manager

VDOT IT Customer Relationship Manager
Richmond,VA
Hybrid

Key Responsibilities & Duties

• Executive Communication: Meet and communicate directly with leadership up to the executive level on a routine basis.

• Technology Delivery Partnership: Work closely with technical leadership to ensure successful and continuous delivery of all products and services.

• Regional/Segment Liaison: Act as a primary point of focus and resource for management, escalations, and coordination for assigned business regions or divisions.

• Roadmap Planning: Partner with business units and enterprise architecture to identify product lines, then develop and maintain a multi-year business capability roadmap.

• Relationship Management: Build and maintain trusted relationships with assigned business partners.

• Cross-Functional Coordination: Interface with project managers, service managers, and operations managers to coordinate work, prioritize requests, and manage escalations for assigned divisions.

• Innovation & Improvement: Identify opportunities for new services, service improvements, and technical innovation to meet evolving business needs.

• Expectation Management: Oversee the management of business partner expectations regarding technology engagement and service or product delivery.

• Escalation Handling: Manage escalations related to technology procurements, projects, and service delivery requests.

• Customer Advocacy: Identify, champion, and communicate customer needs across teams.

• Operational Collaboration: Consult and collaborate with production and operations teams managing the strategic direction for systems owned by assigned business partners.

• Compliance & Governance: Support continued compliance with internal corporate policies, governance standards, and organizational guidelines.

Desired Skills & Qualifications

• Education & Experience: Bachelor’s degree or 6+ years of related experience.

• Technical Background: Experience working in Information Technology, including knowledge of SDLC, Agile methodologies, and technology procurements (5+ years).

• Communication & Presence: Strong communication skills in writing, speaking, and presenting to leadership at all levels (10+ years).

• Relationship Building: Ability to listen, build rapport, and develop credibility as a strategic partner; ability to shift opinions using influence over positional power (10+ years).

• Conflict Resolution: Skilled and experienced at conflict negotiation and resolution, with a strong background in dealing with challenging stakeholders (10+ years).

• Collaborative Drive: Ability to share ownership and drive results as a team, focusing on purpose, value, and outcomes rather than just technical solutions (10+ years).

• Strategic Vision: Ability to connect high-level strategy to execution as a natural strategic thinker (10+ years).

• Product Management: Experience in product line planning, development, and management (10+ years).

• Organizational Awareness: Strong understanding of complex organizational structures, distributed business units, and central corporate offices.