IT Customer Relationship Manager

Ampcus Inc; Richmond (VA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Ampcus Inc in Richmond, VA is seeking an IT Customer Relationship Manager to act as a strategic partner to business stakeholders, coordinating with IT leadership to ensure successful delivery of IT products and services.

This role requires extensive experience in IT, with emphasis on SDLC, Agile methodologies, and technology procurement, plus a proven track record of influencing stakeholders and driving business value. Hybrid work arrangement with onsite and remote collaboration is required.

Qualifications

• Bachelor's degree or six or more years of relevant experience.
• Five or more years of experience in Information Technology, including knowledge of the SDLC, Agile methodologies, and technology procurement.
• Ten or more years of experience with strong written, verbal, and presentation skills with stakeholders at all levels.
• Ten or more years of experience building rapport, credibility, and influencing stakeholders through strategic partnership.
• Ten or more years of experience in conflict negotiation and resolution with difficult customers.
• Ten or more years of experience collaborating with teams and driving results focused on business value.

Responsibilities

• Communicate regularly with leadership, including executive-level stakeholders.
• Collaborate with IT leadership to ensure successful and continuous delivery of IT products and services.
• Serve as the primary IT management contact for assigned business districts, coordinating resources, escalations, and service delivery.
• Partner with business stakeholders and Enterprise Architecture teams to identify product lines and develop multi-year roadmaps.
• Build and maintain strong relationships with assigned business partners.
• Coordinate with project managers, service managers, and operations teams to prioritize requests, manage workloads, and resolve escalations.
• Identify opportunities for new services, service improvements, and technology innovation to meet business needs.
• Manage business partner expectations regarding IT engagement, service delivery, and product delivery.
• Resolve escalations related to technology procurements, projects, and service delivery requests.
• Identify, advocate for, and communicate customer needs and business priorities.
• Collaborate with IT teams responsible for production operations and the strategic direction of systems.
• Ensure continued compliance with applicable IT policies, standards, and guidelines.

Skills

SDLC knowledge

Agile methods

Stakeholder comms

Negotiation

Strategic partnership

Product line planning

Education

Bachelor's degree or six+ years experience

Job description

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: IT Customer Relationship Manager

Location(s): Richmond, VA

(Hybrid)

Job Summary

The IT Customer Relationship Manager will serve as a strategic partner to business stakeholders, building and maintaining strong relationships, facilitating effective communication, and ensuring successful delivery of IT products and services. The role involves coordinating with IT leadership, managing escalations, aligning technology initiatives with business objectives, and identifying opportunities for service improvements and innovation.

Key Responsibilities

• Communicate regularly with leadership, including executive-level stakeholders.
• Collaborate with IT leadership to ensure the successful and continuous delivery of IT products and services.
• Serve as the primary IT management contact for assigned business districts, coordinating resources, escalations, and service delivery.
• Partner with business stakeholders and Enterprise Architecture teams to identify product lines and develop and maintain multi-year business capability roadmaps.
• Build and maintain strong relationships with assigned business partners.
• Coordinate with project managers, service managers, and operations teams to prioritize requests, manage workloads, and resolve escalations.
• Identify opportunities for new services, service improvements, and technology innovation to meet business needs.
• Manage business partner expectations regarding IT engagement, service delivery, and product delivery.
• Resolve escalations related to technology procurements, projects, and service delivery requests.
• Identify, advocate for, and communicate customer needs and business priorities.
• Collaborate with IT teams responsible for production operations and the strategic direction of systems supporting assigned business partners.
• Ensure continued compliance with applicable IT policies, standards, and guidelines.

Required Qualifications

• Bachelor's degree or six or more years of relevant experience.
• Five or more years of experience in Information Technology, including knowledge of the Software Development Life Cycle (SDLC), Agile methodologies, and technology procurement.
• Ten or more years of experience demonstrating strong written, verbal, and presentation skills with stakeholders at all organizational levels.
• Ten or more years of experience building rapport, establishing credibility, and influencing stakeholders through strategic partnership rather than positional authority.
• Ten or more years of experience in conflict negotiation and resolution, including handling difficult customers.
• Ten or more years of experience collaborating with teams, sharing ownership, and driving results with a focus on business value and outcomes.
• Ten or more years of experience connecting strategy to execution and applying strategic thinking.
• Ten or more years of experience in product line planning, development, and management.
• Ability to understand and navigate organizational structures, including district-level operations and central office functions.

Work Arrangement

• Hybrid work arrangement: Two days onsite and three days remote per week.
• Local candidates are required due to onsite work requirements.

Skills:

SkillRequired / DesiredAmountof ExperienceExpertise RatingMoveBachelors degree or six (6) years or more of related experience in a role within Information Technology.Required6Years Experience working in Information Technology (including knowledge of SDLC, Agile Methodology, Technology Procurements)Required5Years Strong communication skills in writing, speaking and presenting with leadership of all levels. Required10Years Ability to listen, build rapport, and develop credibility as a strategic partner. Be able to shift opinions using influence over positional power. Required10Years Skilled at conflict negotiation and resolution; Experience dealing with difficult customers/being comfortable in uncomfortable situations.Required10Years Ability to share-ownership and drive results as a team. Ability to focus on purpose, value, and results, rather than solutions.Required10Years Ability to connect strategy to execution; Strategic thinker. Required10Years Experience in Product Line planning, development and management.Required1Years Understanding of VDOT's Organization Structure, how VDOT and VITA interact.Desired3Years BRMP CertificationHighly desired

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.