IT Customer Relationship Manager

Beyond SOF; Richmond (VA); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Beyond SOF is seeking a strategic IT Program Lead to partner with Districts and executive leadership to ensure delivery of IT products and services. The role will coordinate with ITD, enterprise architecture, and project managers, and manage escalations for divisions with a mix of onsite and remote work.

The ideal candidate will have extensive IT experience, strong communication skills, and a track record in product planning and enterprise coordination.

Qualifications

• Bachelor's degree or 6+ years of related IT experience.
• Experience with SDLC, Agile Methodology, and Technology Procurements.
• Excellent written, verbal, and presentation communication with leaders at all levels.
• Ability to listen, build rapport, and develop credibility as a strategic partner.
• Skilled at conflict negotiation and resolution; experience with difficult customers.
• 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 and how VDOT and VITA interact.
• BRMP Certification highly desired.

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

Strong communication skills

Relationship building

Conflict resolution

Strategic thinking

Product lifecycle

Listening & rapport

IT strategy

SDLC knowledge

Agile methodology

Technology procurements

Education

Bachelor's degree or 6+ years of related IT experience

BRMP Certification

Job description

Interview Mode: Both Web Cam and In Person Interview

**local candidates required due to onsite requirement

**first round of interviews via Teams. Second round of interviews ONSITE. Please only submit candidates who can interview onsite, NO exceptions

**This position requires onsite 2 days a week with 3 remote

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 Required / Desired Amount Experience 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