IT Customer Relationship Manager

About the role

This position requires onsite 2 days a week with 3 remote. Contract to be extended beyond 6/30/24, likely by 6-12+ months.

Responsibilities

• Meeting with 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 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.
• 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.

Requirements

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