Customer Relationship Manager
- 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
- 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 strategic direction for systems owned by assigned business partners.
- Support continued compliance with VDOT and VITA policies, standards and guidelines.
- Bachelor's degree or six years or more related experience.
- Experience in working in IT (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 and experienced at conflict negotiation and resolution; Experience dealing with difficult customers.
- 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 is Product Line planning, development and management.
- Understanding of VDOT's organization structure to include districts and central office.
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