IT Customer Relationship Manager

Intellibee; Richmond (VA); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Long-Term Stability

Comprehensive Health Coverage

Future Planning

Green Card processing support

Job summary

IntelliBee seeks an IT Customer Relationship Manager in Richmond, VA to act as a strategic partner across agency leadership and ITD. You will manage escalations, coordinate with IT and business partners, and drive multi-year roadmaps and service improvements.

The role emphasizes strong communication, relationship-building, and the ability to turn strategy into execution while aligning IT delivery with business needs.

Qualifications

• Bachelor's degree or 6+ years of IT experience.
• Strong written and verbal communication with leadership at all levels.
• Ability to build credibility as a strategic partner.
• Experience with IT service/product delivery and governance.
• Understanding of SDLC and agile methodologies is desirable.

Responsibilities

• Meet with Agency leadership up to Executive level regularly.
• Partner with IT leadership to ensure delivery of products and services.
• Coordinate with districts as a point of focus for IT management and escalations.
• Develop and maintain a multi-year business capability roadmap.
• Build and maintain relationships with assigned business partners.
• Coordinate with project managers and service/operations managers on requests and escalations.
• Identify opportunities for new services, improvements, and innovation.
• Oversee partner expectations related to ITD engagement and delivery.
• Manage escalations related to procurements, projects, and service delivery.
• Communicate customer needs and collaborate with ITD teams on strategy.

Skills

Strategic thinker

Relationship building

Executive communication

Stakeholder management

Conflict negotiation

Team collaboration

Influence without authority

Product/IT alignment

Problem solving

Listening and rapport

Education

Bachelor's degree

6+ years IT experience

Job description

IT Customer Relationship Manager, Richmond, VA, US

IT Customer Relationship Manager

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 to Partner with Districts:

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

Skill Matrix:

• 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 VDOT's Organization Structure, how VDOT and VITA interact. Desired 3 Years
• BRMP Certification Highly desired

Benefits at IntelliBee

• Long-Term Stability: Join us on a multi-year opportunities with room to grow.
• Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well.
• Future Planning: Enroll in our 401(k) program and invest in your financial security.
• GC Assistance: We support immediate Green Card processing, if required.