IT Customer Relationship Manager

Mbi Llc; Richmond (VA); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

BRMP Certification

Job summary

Mbi Llc is seeking a strategic IT partner to coordinate with agency leadership and ITD, driving delivery across service, product and project pipelines.

The role focuses on building trusted partnerships with business partners, managing escalations, and aligning IT deliverables with business needs and enterprise architecture. Candidates should demonstrate strong communication and negotiation skills, with a track record in product planning and cross-functional collaboration.

Qualifications

• Bachelors degree or six (6) years or more of related experience in a role within Information Technology.
• Experience working in Information Technology (including knowledge of SDLC, Agile Methodology, Technology Procurements)
• Strong communication skills in writing, speaking and presenting with leadership of all levels.
• Ability to listen, build rapport, and develop credibility as a strategic partner.
• Skilled at conflict negotiation and resolution; Experience dealing with difficult customers/being comfortable in uncomfortable situations.
• Ability to share-ownership and drive results as a team.
• Ability to connect strategy to execution; Strategic thinker.
• Experience in Product Line planning, development and management.
• Understanding of VDOT's Organization Structure, how VDOT and VITA interact.
• BRMP Certification

Responsibilities

• - 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.

Skills

IT experience (SDLC/Agile)

Communication skills

Influence & relationship-building

Conflict resolution

Team ownership

Strategic thinking

Product line management

VDOT structure & interaction

Education

Bachelor's degree or 6+ years experience

Job description

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.

Fill the skill matrix below:

Skill

Amount

Candidate's No. of years of experience

Bachelors degree or six (6) years or more of related experience in a role within Information Technology.

Required

6

Experience working in Information Technology (including knowledge of SDLC, Agile Methodology, Technology Procurements)

Required

5

Strong communication skills in writing, speaking and presenting with leadership of all levels.

Required

10

Ability to listen, build rapport, and develop credibility as a strategic partner. Be able to shift opinions using influence over positional power.

Required

10

Skilled at conflict negotiation and resolution; Experience dealing with difficult customers/being comfortable in uncomfortable situations.

Required

10

Ability to share-ownership and drive results as a team. Ability to focus on purpose, value, and results, rather than solutions.

Required

10

Ability to connect strategy to execution; Strategic thinker.

Required

10

Experience in Product Line planning, development and management.

Required

1

Understanding of VDOT's Organization Structure, how VDOT and VITA interact.

3

BRMP Certification

Highly desired