Manager, IT Relationship Management

Department: Information Technology

Classification: Info Technology Spec 3

Job Category:Classified Staff

Job Type:Full-Time

Work Schedule:Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type:On Site Required

Sponsorship Eligibility:Not eligible for visa sponsorship

Pay Band:06

Salary:Salary commensurate with education and experience

Criminal Background Check:Yes

Information Technology Services (ITS) provides technology and collaborative solutions that contribute to and facilitate innovative teaching and learning opportunities for students and faculty of the George Mason University community. ITS works transparently to drive excellence in teaching, research, and administrative operations.

The Manager, IT Relationship Management is responsible for leading the day-to-day delivery and continuous improvement of enterprise relationship management services across Information Technology Services (ITS). Reporting to the Director of User Experience, Learning & Engagement within the IT Customer Experience organization, this position supervises a team of IT Relationship Analysts who serve as trusted liaisons between ITS and the university community.

The Manager oversees stakeholder engagement activities, ensures consistent relationship management practices, coordinates service feedback, and supports successful adoption and continuous improvement of enterprise technology services.

Stakeholder Engagement & Relationship Management:

• Manage enterprise stakeholder engagement activities across academic, research, administrative, and ITS units to foster productive partnerships and effective communication;
• Supervise IT Relationship Analysts in maintaining assigned stakeholder portfolios and serving as primary points of contact for colleges, schools, departments, and administrative units;
• Oversee structured engagement activities, including listening sessions, advisory groups, governance meetings, outreach events, and customer touchpoints;
• Ensure stakeholder feedback, business needs, challenges, and opportunities are consistently documented, communicated, and routed to appropriate ITS service owners;
• Foster collaboration, transparency, and trust between ITS and the university community through responsive relationship management practices;
• Ensure stakeholder feedback is incorporated into the ITS service improvement lifecycle, including intake, analysis, prioritization, implementation, and follow-up;
• Review engagement metrics, customer feedback, and service trends to identify opportunities for operational improvement;
• Support reporting, dashboards, and analytics that measure customer engagement, satisfaction, adoption, and service effectiveness; and
• Partner with the Technology Training & Workforce Development team to align stakeholder engagement with training, communications, and adoption initiatives.

Service Alignment & Coordination:

• Coordinate with service owners, product managers, project teams, and technology leaders to communicate stakeholder needs and support effective service delivery;
• Ensure IT Relationship Analysts effectively document business requirements, enhancement requests, service issues, and operational concerns;
• Facilitate collaboration between campus stakeholders and ITS teams to resolve issues and improve service experiences;
• Monitor recurring customer concerns, service trends, and engagement outcomes to identify opportunities for operational improvement;
• Support governance and service prioritization activities by providing operational insights and validated stakeholder feedback; and
• Coordinate engagement activities that support enterprise technology implementations and service enhancements.

Leadership & Team Management:

• Supervise, coach, mentor, and evaluate a team of IT Relationship Analysts responsible for stakeholder engagement across the university;
• Establish team priorities, assign stakeholder portfolios, and manage workloads to ensure consistent and responsive customer engagement;
• Develop staff capabilities in relationship management, facilitation, business analysis, customer service, communication, and change support;
• Establish and maintain consistent standards for documentation, engagement activities, reporting, and customer follow-up;
• Monitor team performance, customer engagement metrics, and operational outcomes to ensure high-quality service delivery;
• Collaborate with the Director of User Experience, Learning & Engagement on staffing, professional development, process…