IT Customer Relationship Manager

Novalink Solutions LLC; Richmond (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

Novalink Solutions LLC seeks an IT Customer Relationship Manager to strategically partner with agency leadership and ITD, aligning business needs with IT delivery. You will foster trusted relationships, manage escalations, and ensure multi-year roadmaps across districts and architecture teams.

Ideal candidates will be seasoned in IT governance, SDLC, Agile, and procurement processes, with a track record of influencing senior stakeholders and driving service improvements.

Qualifications

• Bachelor's degree or 6+ years of related experience in Information Technology.
• Experience with SDLC, Agile methodologies, and technology procurements.
• Strong written, verbal, and presentation skills with leadership at all levels.

Responsibilities

• Meet with Agency leadership up to the Executive level regularly.
• Collaborate with IT leadership to ensure delivery of IT products and services.
• Partner with Districts as point of focus for IT management, escalations, and coordination.
• Develop and maintain a multi-year business capability roadmap with Districts and EA.
• Build and maintain relationships with assigned business partners.
• Coordinate with project managers and service/operations managers on work and escalations.
• Identify opportunities for new services, improvements, and technical innovation.
• Manage partner expectations related to ITD engagement and delivery.
• Manage escalations related to procurements, projects, and service delivery.
• Identify, champion, and communicate customer needs.

Skills

Strategic thinking

Stakeholder management

SDLC knowledge

Agile methodologies

Tech procurement

Relationship building

Education

Bachelor's degree in IT

Job description

Richmond, United States | Posted on 10/16/2026

• Actual Job Title 812996 - VDOT IT Customer Relationship Manager
• Job Type FT Contract
• Date Opened 10/16/2026
• Target Date 10/22/2026
• Country United States
• Number of Positions 1

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.

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.

Requirements

Skill

Required / Desired

Amount

of 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