IT Customer Relationship Manager (Hybrid)

Betis Group, Inc.; Richmond (VA); Hybrid; USD 171,924,000 - 229,233,000; Full time

Job summary

Betis Group, Inc. is seeking an IT Customer Relationship Manager in a hybrid role, with two onsite days per week and three remote.

The position involves direct executive-level engagement with agency leadership, ensuring delivery of IT services and building strategic partnerships across districts. The ideal candidate brings extensive IT experience (SDLC, Agile, procurements), strong communication, and proven ability to influence and coordinate across teams while managing expectations and driving

Qualifications

• Bachelor’s degree or six (6) years of related experience in an Information Technology role.
• Required 6 Years Experience working in Information Technology, including knowledge of SDLC, Agile methodology, and technology procurements.
• Required 5 Years Strong written and verbal communication skills, including presenting to leadership at all levels.
• Required 10 Years Ability to listen, build rapport, and establish credibility as a strategic partner. Ability to influence opinions without relying on positional authority.
• Required 10 Years Skilled in conflict negotiation and resolution; experience handling difficult customers and navigating uncomfortable situations.
• Required 10 Years Ability to share ownership and drive results as a team, focusing on purpose, value, and outcomes rather than specific solutions.
• Required 10 Years Ability to connect strategy to execution and demonstrate strategic thinking.
• Required 10 Years Experience in product line planning, development, and management.

Responsibilities

• 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.

Education

Bachelor’s degree

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

IT Customer Relationship Manager (Hybrid)

Salary Range: $60.00 To $80.00 Hourly

**local candidates required due to onsite requirement

**first round of interviews via Teams. Second round of interviews ONSITE. NO exceptions

**This position requires onsite 2 days a week with 3 remote

*Contractor will be responsible for purchasing parking through VDOT’s Parking Management Office or procuring their own parking

**Contract to be extended beyond 6/30/26, likely by 6-12+ months

Responsibilities

• 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.

Requirement

Mandatory / Preferred

Required Experience

Unit

• Bachelor’s degree or six (6) years or more of related experience in an Information Technology role.
• Required 6 Years Experience working in Information Technology, including knowledge of SDLC, Agile methodology, and technology procurements.
• Required 5 Years Strong written and verbal communication skills, including presenting to leadership at all levels.
• Required 10 Years Ability to listen, build rapport, and establish credibility as a strategic partner. Ability to influence opinions without relying on positional authority.
• Required 10 Years Skilled in conflict negotiation and resolution; experience handling difficult customers and navigating uncomfortable situations.
• Required 10 Years Ability to share ownership and drive results as a team, focusing on purpose, value, and outcomes rather than specific solutions.
• Required 10 Years Ability to connect strategy to execution and demonstrate strategic thinking.
• Required 10 Years Experience in product line planning, development, and management.