IT Customer Relationship Manager – Contract Position

BranCore Technologies, LLC; Richmond (VA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

BranCore Technologies, LLC seeks a strategic IT Program Manager to partner with Agency leadership and ITD to align business goals with technology roadmaps in Richmond, VA. The role focuses on handling escalations and coordinating product/service delivery across divisions.

The position requires onsite presence two days a week with three days remote, strong communication with leaders at all levels, and a proven track record of delivering complex IT initiatives in large organizations.

Qualifications

• Bachelor's degree or six (6) years or more of related experience in IT.
• Experience with SDLC, Agile Methodology, Technology Procurements.
• Strong communication skills with leadership at all levels.
• Ability to listen, build rapport, and develop credibility as a strategic partner.
• Skilled at conflict negotiation and resolution; comfortable with difficult customers.
• Share-ownership and drive results as a team; focus on purpose, value, and results.
• Connect strategy to execution; strategic thinker.
• Experience in Product Line planning, development and management.
• Understanding of client's Organization Structure and how client and VITA interact.
• BRMP Certification is highly desirable.

Responsibilities

• Meeting with and communicating directly with Agency leadership up to the Executive level on a routine basis.
• Work closely with IT leadership to ensure successful and continuous delivery of all IT products and services by ITD.
• Partner with Districts to act as a focal point/resource for IT management, escalations, and coordination.
• Partner with business and Enterprise Architecture to identify product lines and develop a multi-year roadmap.
• Build and maintain relationships with assigned business partners.
• Coordinate work, prioritize requests, and manage escalations for assigned Divisions.
• Identify opportunities for new services, improvements, and technical innovation to meet needs.
• Oversee management of business partner expectations related to ITD engagement and delivery.
• Manage escalations related to technology procurements, projects and service delivery.
• Identify and communicate customer needs; collaborate with ITD teams on strategy.

Skills

Strategic thinking

Relationship building

Executive communication

Conflict resolution

Team collaboration

Influence without authority

Product line planning

IT governance

Change management

Education

Bachelor's degree

Six years of related IT experience

Job description

Contract Length:Contract to be extended beyond 6/30/26, likely by 6-12+ months, based on performance.
**Richmond, VA candidates are required.

**first round of interviews via Teams. Second round of interviews ONSITE is required.
**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 client's 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 client's Organization Structure to include Districts and Central Office.

Required/Desired Skills

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 client's Organization Structure, how client and VITA interact.
Desired, 3 Years

BRMP Certification. Highly desired