IT Customer Relationship Manager

Global Sumi Technologies Inc.,; Richmond (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

VDOT is seeking an IT Customer Relationship Manager in Richmond, VA to lead executive-level engagements, partner with IT and Enterprise Architecture, and drive service delivery for IT initiatives.

The role focuses on building strategic partnerships with Districts, coordinating across ITD, and shaping a multi-year roadmap while ensuring compliance with policies and governance.

Qualifications

• Bachelor's degree or 6+ years of related experience.
• Experience with IT, SDLC, Agile Methodology, and Technology Procurements.
• Strong written and verbal communication with leadership at all levels.
• Listen, build rapport, and develop credibility as a strategic partner.
• Skilled in conflict negotiation and resolving difficult customer issues.
• Connect strategy to execution and drive results as a team.

Responsibilities

• Meet with Agency leadership up to Executive level to discuss IT needs and priorities.
• Collaborate with IT leadership to ensure delivery of all IT products and services by ITD.
• Act as focal point with Districts for IT management, escalation, and coordination.
• Work with business and Enterprise Architecture to identify product lines and develop a multi-year roadmap.
• Build and maintain relationships with assigned business partners.
• Coordinate with project managers and service/operations managers to prioritize requests and manage escalations.
• Identify opportunities for new services, improvements, and technical innovations.
• Oversee expectations management related to ITD engagement and delivery of services/products.
• Manage escalations related to procurements, projects, and service requests.
• Identify, champion, and communicate customer needs to ITD teams.
• Collaborate with ITD teams on production operations and strategic direction for systems owned by partners.
• Support compliance with VDOT and VITA policies, standards, and guidelines.

Skills

Communication

Relationship building

Strategic thinking

Influence without authority

Conflict resolution

Team collaboration

Requirements gathering

Education

Bachelor's degree or 6+ years related experience

Job description

VDOT IT Customer Relationship Manager(812996)

Richmond, VA

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