IT Customer Relationship Manager

IT Customer Relationship Manager

Location: Richmond, VA, Hybrid

Rate: Best competitive rate

Local candidates required due to onsite requirement. First round of interviews via Teams. Second round of interviews ONSITE. Please only submit candidates who can interview 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 6/30/24, likely by 6-12+ months.

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.

Position specific responsibilities and duties will include, but not limited to:

• 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.

Desired Skills:

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.

BRMP Certification Highly desired.

About Us: InterSources Inc, a Certified Diverse Supplier, was founded in 2007 and offers innovative solutions to help clients with Digital Transformations across various domains and industries. Our history spans over 16 years and today we are an Award-Winning Global Software Consultancy solving complex problems with technology. We recognize that our employees and our clients are our strengths as the diverse talents and opportunities they bring to the table enable us to grow as a global platform and they are causally linked with our success. We provide strategic and technical advice, and we have expertise in areas covering Artificial Intelligence, Cloud Migration, Custom Software Development, Data Analytics Infrastructure & Cloud Solutions, Cyber Security Services, etc. We make reasonable accommodations for clients and employees and we do not discriminate based on any protected attribute including race, religion, color, national origin, gender sexual orientation, gender identity, age, or marital status. We also are a Google Cloud partner company. We align strategy with execution and provide secure service solutions by developing and using the latest technologies that thrive our resources to deliver industry-leading capabilities to our clients and customers, making it convenient for our clients to do business with InterSources Inc. Our teams also drive growth by refining technology-driven client experiences that put the users first, providing an unparalleled experience. This results in strengthening the core technologies of clients, enabling them to scale with flexibility, create seamless digital experiences and build lifelong relationships.