It Customer Relationship Manager

Job Title: IT Customer Relationship Manager

Location: 1401 Broad St, Richmond, VA

• Meet and communicate directly with Agency 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 by ITD.

• 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.

• Build and maintain relationships with assigned business partners.

• Interface with project managers, service 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 ITD 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 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.

• Bachelor's degree or six (6) years or more of related experience in a role within Information Technology. (6 years)

• Experience working in Information Technology, including knowledge of SDLC, Agile Methodology, and Technology Procurements. (5 years)

• Strong communication skills in writing, speaking, and presenting with leadership at all levels. (10 years)

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

• Skilled at conflict negotiation and resolution; experience dealing with difficult customers and being comfortable in uncomfortable situations. (10 years)

• Ability to share ownership and drive results as a team. Ability to focus on purpose, value, and results rather than solutions. (10 years)

• Ability to connect strategy to execution; strategic thinker. (10 years)

• Experience in Product Line planning, development, and management. (10 years)

• Understanding of VDOT's organizational structure, including Districts and Central Office.

• Understanding of how VDOT and VITA interact. (3 years)

* BRMP Certification via the BRM Institute. (1 year)

• Local candidates required due to the onsite requirement.

• Candidates must be comfortable working with upper-level leadership.

• Candidates must have previous experience working in an IT role.

• Candidates with a BRMP certification via the BRM Institute must upload the certification to be considered.

• First-round interviews will be conducted via Teams. Second-round interviews will be onsite. Candidates must be able to interview onsite; no exceptions.

• This position requires working onsite two days a week and remotely three days a week.

• Contractors are responsible for purchasing parking through VDOT's Parking Management Office or procuring their own parking.

• The contract is expected to be extended beyond 6/30/26, likely by 6 12+ months