IT Customer Relationship Manager

Job Description

Job Description

IT Customer Relationship Manager
*This is an 8-month contract position
*Hybrid (2 days onsite and 3 days remote) – Local to Richmond, VA only, please Description The ideal candidate is a strategic thinker who fosters positive, purposeful interactions and builds and maintains trusting relationships with assigned business partners across the organization. This position is also responsible for managing escalations related to service delivery, products, and project delivery pipelines. Responsibilities

• Meet and communicate regularly with organizational leadership, including executives.
• Work closely with IT leadership to ensure the successful and continuous delivery of all IT products and services.
• Partner with assigned districts, serving as a primary point of contact and resource for IT management escalations and coordination.
• Collaborate with business stakeholders and Enterprise Architecture to identify product lines and develop and maintain a multiyear business capability roadmap.
• Build and maintain strong relationships with assigned business partners.
• Coordinate with project managers, service managers, and operations managers to prioritize requests, manage workloads, and resolve escalations for assigned divisions.
• Identify opportunities for new services, service improvements, and technical innovations to meet business needs.
• Manage business partner expectations regarding IT engagement and service or product delivery.
• Manage escalations related to technology procurement, projects, and service delivery requests.
• Identify, champion, and communicate customer needs.
• Consult and collaborate with IT teams responsible for production operations and the strategic direction of systems owned by assigned business partners.
• Ensure continued compliance with applicable policies, standards, and guidelines.

Required Skills/Knowledge/Experience

• Bachelor’s degree or six (6) or more years of related experience in an Information Technology role. Required: 6 years
• Experience working in Information Technology, including knowledge of the Software Development Life Cycle (SDLC), Agile methodology, and technology procurement. Required: 5 years
• Strong written, verbal, and presentation skills, with experience communicating with leadership at all levels. Required: 10 years
• Ability to listen, build rapport, and establish credibility as a strategic partner, using influence rather than positional authority to shape opinions. Required: 10 years
• Strong conflict negotiation and resolution skills, with experience handling difficult customers and navigating challenging situations. Required: 10 years
• Ability to share ownership, collaborate effectively, and drive team results while maintaining a focus on purpose, value, and outcomes rather than specific solutions. Required: 10 years
• Ability to connect strategy to execution and demonstrate strong strategic thinking. Required: 10 years
• Experience in product line planning, development, and management. Required: 1 year
• Understanding of organizational structures and how different organizations interact. Desired: 3 years
• BRMP certification. Highly desired

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