IT Customer Relationship Manager – Position

Contract Length:

Contract to be extended beyond 6/30/26, likely by 6-12+ months, based on performance.

** Richmond, VA candidates are required.

** first round of interviews via Teams. Second round of interviews ONSITE is required.

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

Ideal candidates for this role will innately be a strategic thinker, foster positive/purposeful interactions, build and preserve trusting relationships with assigned business partners throughout the agency. The position will also manage escalations for work within the service, product and project delivery pipelines.

• 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 client's 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 client's Organization Structure to include Districts and Central Office.

Bachelors degree or six (6) years or more of related experience in a role within Information Technology. Required, 6 Years

Experience working in Information Technology (including knowledge of SDLC, Agile Methodology, Technology Procurements). Required, 5 Years

Strong communication skills in writing, speaking and presenting with leadership of all levels.
Required, 10 Years

Ability to listen, build rapport, and develop credibility as a strategic partner. Be able to shift opinions using influence over positional power.
Required, 10 Years

Skilled at conflict negotiation and resolution;
Experience dealing with difficult customers/being comfortable in uncomfortable situations.
Required, 10 Years

Ability to share-ownership and drive results as a team. Ability to focus on purpose, value, and results, rather than solutions.
Required, 10 Years

Ability to connect strategy to execution;
Strategic thinker.
Required, 10 Years

Experience in Product Line planning, development and management.
Required, 1 Years

Understanding of client's Organization Structure, how client and VITA interact.
Desired, 3 Years

BRMP Certification. Highly desired