IT Customer Relationship Manager

American business solutions inc; Richmond (VA); On-site; USD 110,000 - 160,000; Full time

Job summary

American business solutions inc is seeking an IT Engagement Lead contracted in Virginia to ensure delivery of IT products and services. You will partner with Districts, IT leadership, and business partners to align strategic objectives and coordinate escalations.

The role requires strong communication, strategic thinking, and a track record of delivering cross-functional initiatives. The position emphasizes collaboration with Enterprise Architecture, and ongoing process improvements to meet

Qualifications

• Bachelor's degree or six or more years of IT experience.
• Experience with SDLC, Agile methodologies, and technology procurements.
• Excellent written and verbal communication with leadership at all levels.
• Proven ability to influence and build strategic partnerships.
• Experience in product line planning and management.
• Understanding of IT governance and enterprise architecture concepts.

Responsibilities

• Meet with Agency leadership up to Executive level to align IT delivery.
• Partner with IT leadership and Districts to coordinate service delivery and escalations.
• Develop and maintain a multi-year business capability roadmap with Enterprise Architecture.
• Build and maintain relationships with assigned business partners.
• Coordinate with project managers and service/ops managers to prioritize requests.
• Identify opportunities for new services and technical innovations.
• Manage escalations related to procurements and service delivery.
• Ensure compliance with policies and guidelines.

Skills

Strong communication skills

Listening and building rapport

Strategic thinking

Conflict negotiation

Influence and stakeholder management

Product line planning

Execution-focused

Relationship building

Education

Bachelor's degree or 6+ years IT experience

BRMP Certification

Job description

Engagement Type

Contract

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.

Required/Desired Skills

Skill Required/Desired Amount of Experience

Bachelors degree or six (6) years or more of related experience in a role within Information Technology. Required 6.0 Years Experience working in Information Technology (including knowledge of SDLC, Agile Methodology, Technology Procurements) Required 5.0 Years Strong communication skills in writing, speaking and presenting with leadership of all levels. Required 10.0 Years Ability to listen, build rapport, and develop credibility as a strategic partner. Be able to shift opinions using influence over positional power. Required 10.0 Years Skilled at conflict negotiation and resolution; Experience dealing with difficult customers/being comfortable in uncomfortable situations. Required 10.0 Years Ability to share-ownership and drive results as a team. Ability to focus on purpose, value, and results, rather than solutions. Required 10.0 Years Ability to connect strategy to execution; Strategic thinker. Required 10.0 Years Experience in Product Line planning, development and management. Required 1.0 Years Understanding of VDOT's Organization Structure, how VDOT and VITA interact. Desired 3.0 Years BRMP Certification Highly desired

Skills :

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. Be able to shift opinions using influence over positional power.,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 focus on purpose,value,and results,rather than solutions.,Ability to connect strategy to execution; Strategic thinker.,Experience in Product Line planning,development and management.,BRMP Certification