IT Customer Relationship Manager

Intellibee Inc; Richmond (VA); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Long-Term Stability

Comprehensive Health Coverage

Future Planning: 401(k)

Green Card processing assistance

Job summary

IntelliBee seeks an IT Customer Relationship Manager in Richmond, VA to drive strategic partnerships with agency leadership and ensure delivery of IT products and services. The role partners with IT leadership and Districts to coordinate escalations and align with the enterprise architecture roadmap.

Responsibilities include building trust with business partners, identifying improvements, and communicating needs to ITD. Strong communication and strategic thinking are essential for success.

Qualifications

• Bachelor's degree or six years of related IT experience.
• Experience in IT strategy, SDLC, Agile, and technology procurements.
• Excellent written and verbal communication with leadership at all levels.
• Ability to listen, build rapport, and develop credibility as a strategic partner.
• Skilled in conflict negotiation and handling difficult customers.
• Ability to connect strategy to execution and drive results as a team.
• Understanding of VDOT/VDITA policies and guidelines.

Responsibilities

• Meet with Agency leadership up to Executive level on a routine basis.
• Collaborate with IT leadership to ensure delivery of all IT products and services.
• Partner with Districts as a focal point for IT management and escalations.
• Develop and maintain a multi-year business capability roadmap with Architecture teams.
• Build and maintain relationships with assigned business partners.
• Coordinate with project managers, service and operations managers on work prioritization and escalations.
• Identify opportunities for new services, improvements, and innovation.
• Oversee expectations of ITD engagement for service or product delivery.
• Manage escalations related to procurements, projects and service delivery requests.
• Communicate customer needs and align IT strategy to business goals.

Skills

Strong communication skills

Strategic partnerships

Conflict negotiation

Listening and rapport

Agile / SDLC knowledge

Product line planning

VDOT/VDITA domain knowledge

BRMP certification

Education

Bachelor's degree

Job description

IT Customer Relationship Manager, Richmond, VA, US

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.

Date Posted:19-Oct-2026