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 visasponsorship Pay Band: 06 Salary: Salary commensurate with education andexperience Criminal Background Check: Yes About the Department Information Technology Services (ITS) provides technology andcollaborative solutions that contribute to and facilitateinnovative teaching and learning opportunities for students andfaculty of the George Mason University community. ITS workstransparently to drive excellence in teaching, research, andadministrative operations. About the Position The Manager, IT Relationship Management is responsible for leadingthe day-to-day delivery and continuous improvement of enterpriserelationship management services across Information TechnologyServices (ITS). Reporting to the Director of User Experience,Learning & Engagement within the IT Customer Experienceorganization, this position supervises a team of IT RelationshipAnalysts who serve as trusted liaisons between ITS and theuniversity community. The Manager oversees stakeholder engagementactivities, ensures consistent relationship management practices,coordinates service feedback, and supports successful adoption andcontinuous improvement of enterprise technology services. Responsibilities Manage enterprise stakeholder engagement activities acrossacademic, research, administrative, and ITS units to fosterproductive partnerships and effective communication; Supervise IT Relationship Analysts in maintaining assignedstakeholder portfolios and serving as primary points of contact forcolleges, schools, departments, and administrative units; Oversee structured engagement activities, including listeningsessions, advisory groups, governance meetings, outreach events,and customer touchpoints; Ensure stakeholder feedback, business needs, challenges, andopportunities are consistently documented, communicated, and routedto appropriate ITS service owners; Foster collaboration, transparency, and trust between ITS andthe university community through responsive relationship managementpractices; Ensure stakeholder feedback is incorporated into the ITSservice improvement lifecycle, including intake, analysis,prioritization, implementation, and follow-up; Review engagement metrics, customer feedback, and servicetrends to identify opportunities for operational improvement; Support reporting, dashboards, and analytics that measurecustomer engagement, satisfaction, adoption, and serviceeffectiveness; and Partner with the Technology Training & WorkforceDevelopment team to align stakeholder engagement with training,communications, and adoption initiatives. Service Alignment & Coordination Coordinate with service owners, product managers, projectteams, and technology leaders to communicate stakeholder needs andsupport effective service delivery; Ensure IT Relationship Analysts effectively document businessrequirements, enhancement requests, service issues, and operationalconcerns; Facilitate collaboration between campus stakeholders and ITSteams to resolve issues and improve service experiences; Monitor recurring customer concerns, service trends, andengagement outcomes to identify opportunities for operationalimprovement; Support governance and service prioritization activities byproviding operational insights and validated stakeholder feedback;and Coordinate engagement activities that support enterprisetechnology implementations and service enhancements. Leadership & Team Management Supervise, coach, mentor, and evaluate a team of ITRelationship Analysts responsible for stakeholder engagement acrossthe university; Establish team priorities, assign stakeholder portfolios, andmanage workloads to ensure consistent and responsive customerengagement; 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, andoperational outcomes to ensure high-quality service delivery; Collaborate with the Director of User Experience, Learning& Engagement on staffing, professional development, processimprovements, and organizational priorities; and Foster a collaborative, customer-focused culture thatemphasizes accountability, responsiveness, continuous learning, andoperational excellence. Required Qualifications Bachelor’s degree in related field, or the equivalentcombination of education and experience; Progressively responsible experience in stakeholder engagement,relationship management, IT service delivery, customer experience,or a related field; Demonstrated experience (typically 2 years) leading projects,programs, or initiatives involving cross-functional collaborationand service improvement; Prior experience (typically 1 year) of supervisory, team lead,or staff development experience; Knowledge of stakeholder engagement, relationship management,and partnership development practices within complex organizations,as well as IT service delivery models and continuous improvementmethodologies; Strong written, verbal, presentation, and facilitation skills,with the ability to engage diverse audiences, including universityleadership and operational teams; Demonstrated ability to lead cross-functional initiativesinvolving multiple stakeholders and competing priorities; Ability to gather, synthesize, and translate stakeholderfeedback and data into actionable insights, priorities, and serviceimprovements; Ability to analyze data, metrics, and qualitative feedback toassess service performance and inform decision-making; Ability to build collaborative relationships across academic,research, administrative, and IT units; Ability to supervise, coach, and develop professional staff ina team-based environment; and Strong customer service orientation and commitment to improvinguser experience and service outcomes. Preferred Qualifications Master’s degree in related field; Relevant professional certifications in project management,business relationship management, customer experience, or relateddisciplines; Relevant certifications in business relationship management, ITservice management (e.g., ITIL), project management, or customerexperience; Significant experience leading enterprise relationshipmanagement, engagement, or service alignment functions; Experience working within a higher education, public sector, orlarge, complex organization; Experience supporting or collaborating with IT service owners,product managers, or delivery teams on service improvementinitiatives; Experience supporting enterprise technologies such ascollaboration platforms, ERP systems, CRM systems, or similarenvironments; Experience using data, feedback, and performance metrics todrive continuous improvement and inform strategic decisions; Experience supporting stakeholder engagement, relationshipmanagement, or service alignment functions in large, complexorganizations; Experience using analytics, reporting tools, and feedbacksystems (e.g., ITSM platforms, surveys) to measure engagement,satisfaction, and service performance; Experience facilitating governance groups, advisory boards, orcross-functional working sessions; Knowledge of change management, organizational readiness,stakeholder engagement frameworks, and higher educationenvironments; and Familiarity with IT Service Management (ITSM) practices,service improvement frameworks, and customer experiencemethodologies. Posting Open Date: October 14, 2026 Posting Close Date: October 30, 2026 Open Until Filled: No Mason Ad Statement George Mason University is a nationally ranked R1 researchuniversity committed to creating a more just, free, and prosperousworld. With 40,000 enrolled students, George Mason is the largestand most diverse public research university in Virginia, offeringdegree programs at the master's, doctoral, and professional level,along with certificates and credentials. George Mason fosters an All Together Different environment forstudents, faculty, and staff, driven by our core beliefs. Webelieve in inclusivity over exclusivity; we believe in advancingour mission by being willing to take risks, not avoiding them; andwe believe our best work is possible when we apply our diversity oforigin, identity, circumstance, and thought. Equity Statement George Mason University is an equal opportunity/affirmative actionemployer, committed to promoting inclusion and equity in itscommunity. All qualified applicants will receive consideration foret employment without regard to race, color, religion, sex, sexualorientation, gender identity, national origin, age, disability orveteran status, or any characteristic protected by law. Campus Safety Information Mason’s Annual Security and Fire Safety Report is available at #J-18808-Ljbffr