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 visa sponsorship Pay Band: 06 Salary: Salary commensurate with education and experience Criminal Background Check: Yes About the Department: Information Technology Services (ITS) provides technology and collaborative solutions that contribute to and facilitate innovative teaching and learning opportunities for students and faculty of the George Mason University community. ITS works transparently to drive excellence in teaching, research, and administrative operations. About the Position: The Manager, IT Relationship Management is responsible for leading the day-to-day delivery and continuous improvement of enterprise relationship management services across Information Technology Services (ITS). Reporting to the Director of User Experience, Learning & Engagement within the IT Customer Experience organization, this position supervises a team of IT Relationship Analysts who serve as trusted liaisons between ITS and the university community. The Manager oversees stakeholder engagement activities, ensures consistent relationship management practices, coordinates service feedback, and supports successful adoption and continuous improvement of enterprise technology services. Responsibilities Stakeholder Engagement & Relationship Management: Manage enterprise stakeholder engagement activities across academic, research, administrative, and ITS units to foster productive partnerships and effective communication; Supervise IT Relationship Analysts in maintaining assigned stakeholder portfolios and serving as primary points of contact for colleges, schools, departments, and administrative units; Oversee structured engagement activities, including listening sessions, advisory groups, governance meetings, outreach events, and customer touchpoints; Ensure stakeholder feedback, business needs, challenges, and opportunities are consistently documented, communicated, and routed to appropriate ITS service owners; Foster collaboration, transparency, and trust between ITS and the university community through responsive relationship management practices; Ensure stakeholder feedback is incorporated into the ITS service improvement lifecycle, including intake, analysis, prioritization, implementation, and follow-up; Review engagement metrics, customer feedback, and service trends to identify opportunities for operational improvement; Support reporting, dashboards, and analytics that measure customer engagement, satisfaction, adoption, and service effectiveness; and Partner with the Technology Training & Workforce Development team to align stakeholder engagement with training, communications, and adoption initiatives. Service Alignment & Coordination: Coordinate with service owners, product managers, project teams, and technology leaders to communicate stakeholder needs and support effective service delivery; Ensure IT Relationship Analysts effectively document business requirements, enhancement requests, service issues, and operational concerns; Facilitate collaboration between campus stakeholders and ITS teams to resolve issues and improve service experiences; Monitor recurring customer concerns, service trends, and engagement outcomes to identify opportunities for operational improvement; Support governance and service prioritization activities by providing operational insights and validated stakeholder feedback; and Coordinate engagement activities that support enterprise technology implementations and service enhancements. Leadership & Team Management: Supervise, coach, mentor, and evaluate a team of IT Relationship Analysts responsible for stakeholder engagement across the university; Establish team priorities, assign stakeholder portfolios, and manage workloads to ensure consistent and responsive customer engagement; 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, and operational outcomes to ensure high-quality service delivery; Collaborate with the Director of User Experience, Learning & Engagement on staffing, professional development, process improvements, and organizational priorities; and Foster a collaborative, customer-focused culture that emphasizes accountability, responsiveness, continuous learning, and operational excellence. Required Qualifications Bachelor’s degree in related field, or the equivalent combination 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 collaboration and 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 improvement methodologies; Strong written, verbal, presentation, and facilitation skills, with the ability to engage diverse audiences, including university leadership and operational teams; Demonstrated ability to lead cross-functional initiatives involving multiple stakeholders and competing priorities; Ability to gather, synthesize, and translate stakeholder feedback and data into actionable insights, priorities, and service improvements; Ability to analyze data, metrics, and qualitative feedback to assess 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 in a team-based environment; and Strong customer service orientation and commitment to improving user experience and service outcomes. Preferred Qualifications Master’s degree in related field; Relevant professional certifications in project management, business relationship management, customer experience, or related disciplines; Relevant certifications in business relationship management, IT service management (e.g., ITIL), project management, or customer experience; Significant experience leading enterprise relationship management, engagement, or service alignment functions; Experience working within a higher education, public sector, or large, complex organization; Experience supporting or collaborating with IT service owners, product managers, or delivery teams on service improvement initiatives; Experience supporting enterprise technologies such as collaboration platforms, ERP systems, CRM systems, or similar environments; Experience using data, feedback, and performance metrics to drive continuous improvement and inform strategic decisions; Experience supporting stakeholder engagement, relationship management, or service alignment functions in large, complex organizations; Experience using analytics, reporting tools, and feedback systems (e.g., ITSM platforms, surveys) to measure engagement, satisfaction, and service performance; Experience facilitating governance groups, advisory boards, or cross-functional working sessions; Knowledge of change management, organizational readiness, stakeholder engagement frameworks, and higher education environments; and Familiarity with IT Service Management (ITSM) practices, service improvement frameworks, and customer experience methodologies. Posting Open Date: October 14, 2026 Posting Close Date: October 30, 2026 Open Until Filled: No #J-18808-Ljbffr