IT Customer Relationship Manager; Hybrid

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Salary Range: $60.00 To $80.00 Hourly

** local candidates required due to onsite requirement

** first round of interviews via Teams. Second round of interviews ONSITE. NO exceptions

** This position requires onsite 2 days a week with 3 remote

* Contractor will be responsible for purchasing parking through VDOT’s Parking Management Office or procuring their own parking

** Contract to be extended beyond 6/30/26, likely by 6-12+ months

• 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.

• Bachelor’s degree or six (6) years or more of related experience. (6yrs)
• Experience working in Information Technology (including knowledge of SDLC, Agile Methodology, Technology Procurements. (5yrs)
• Strong communication skills in writing, speaking and presenting with leadership of all levels. (10yrs)
• Ability to listen, build rapport, and develop credibility as a strategic partner. Be able to shift opinions using influence over positional power. (10yrs)
• Skilled and experienced at conflict negotiation and resolution;
  Experience dealing with difficult customers. (10yrs)
• Ability to share-ownership and drive results as a team. Ability to focus on purpose, value, and results, rather than solutions. (10yrs)
• Ability to connect strategy to execution;
  Strategic thinker. (10yrs)
• Experience in Product Line planning, development and management. (10yrs)
• Understanding of VDOT's Organization Structure to include Districts and Central Office.

• Bachelor’s degree or six (6) years or more of related experience in an Information Technology role.
• Required 6 Years Experience working in Information Technology, including knowledge of SDLC, Agile methodology, and technology procurements.
• Required 5 Years Strong written and verbal communication skills, including presenting to leadership at all levels.
• Required 10 Years Ability to listen, build rapport, and establish credibility as a strategic partner. Ability to influence opinions without relying on positional authority.
• Required 10 Years Skilled in conflict negotiation and resolution; experience handling difficult customers and navigating uncomfortable situations.
• Required 10 Years Ability to share ownership and drive results as a team, focusing on purpose, value, and outcomes rather than specific solutions.
• Required 10 Years Ability to connect strategy to execution and demonstrate strategic thinking.
• Required 10 Years Experience in product line planning, development, and management.