IT Customer Relationship Manager (Hybrid)

Automatic Data Processing, Inc.; Richmond (VA); Hybride; USD 171 924 000 - 229 233 000; Plein temps

Résumé du poste

Automatic Data Processing, Inc. is seeking an IT Customer Relationship Manager (Hybrid) in Virginia to bridge IT services with business priorities.

The role emphasizes executive-level communication, strategic partnership with IT leadership, and coordinating delivery for IT products and services. The position requires regular onsite presence two days a week with three days remote, and collaboration with agency leadership to manage escalations and roadmap development.

Qualifications

• Bachelor's degree or six (6) years or more of related experience in an Information Technology role.
• Experience with SDLC, Agile methodology, and technology procurements.
• Strong written and verbal communication skills suitable for leadership at all levels.

Responsabilités

• Meet with Agency leadership up to the Executive level regularly.
• Work with IT leadership to ensure delivery of all IT products and services by ITD.
• Partner with Districts as focal point for IT management, escalations and coordination.
• Develop and maintain a multi-year business capability roadmap with IT and business partners.
• Build and maintain relationships with assigned business partners.
• Coordinate work with project managers, service and operations managers; manage escalations.
• Identify opportunities for new services, service improvements and technical innovation.
• Oversee management of partner expectations related to ITD engagement and service delivery.
• Manage escalations related to technology procurements, projects and service delivery.
• Communicate customer needs effectively to ITD teams managing production operations and strategic direction.
• Ensure continued compliance with policies, standards, and guidelines.

Connaissances

Communication skills

Influence without authority

Conflict negotiation

Strategic thinking

Product line planning

IT procurement

SDLC knowledge

Agile methodology

Leadership

Executive communication

Formation

Bachelor's degree or 6+ years IT experience

Description du poste

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

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.

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.