IT Relationship Manager

20 hours ago

Richmond, Virginia, United States Cynet Systems Full time
Job Title: IT Customer Relationship Manager

At Cynet Systems, we are seeking a highly skilled IT Customer Relationship Manager to join our team. As a key member of our organization, you will be responsible for building and maintaining strong relationships with our business partners, ensuring seamless communication and collaboration to drive business success.

Key Responsibilities:
  • Leadership Communication: Develop and maintain effective relationships with Agency leadership, including executives, to ensure successful collaboration and communication.
  • IT Leadership Partnership: Work closely with IT leadership to ensure the successful delivery of products and services, aligning with business objectives.
  • Business Partnering: Partner with Districts to act as a point of focus and resource for IT management, escalations, and coordination, driving business value and growth.
  • Strategic Roadmapping: Collaborate with business and Enterprise Architecture to identify product lines, develop, and maintain a multi-year business capability roadmap, ensuring alignment with business strategy.
  • Relationship Building: Build and maintain strong relationships with assigned business partners, understanding their needs and expectations.
  • Project Coordination: Interface with project managers, service, and operations managers to coordinate work, prioritize requests, and manage escalations for assigned Divisions.
  • Innovation and Improvement: Identify opportunities for new services, service improvements, and technical innovation to meet business needs, driving business growth and success.
  • Expectation Management: Oversee the management of business partner expectations related to ITD engagement and service or product delivery, ensuring satisfaction and loyalty.
  • Escalation Management: Manage escalations related to technology procurements, projects, and service delivery requests, resolving issues efficiently and effectively.
  • Customer Advocacy: Identify, champion, and communicate customer needs, ensuring their voices are heard and valued.
  • Compliance and Governance: Support continued compliance with VDOT and VITA policies, standards, and guidelines, ensuring adherence to regulatory requirements.
Desired Skills:
  • Education and Experience: Bachelor's degree or six (6) years or more of related experience, with a strong background in Information Technology.
  • Technical Knowledge: Experience working in Information Technology, including knowledge of SDLC, Agile Methodology, and Technology Procurements.
  • Communication and Interpersonal Skills: Strong communication skills in writing, speaking, and presenting with leadership of all levels, with the ability to build rapport and credibility as a strategic partner.
  • Conflict Resolution and Negotiation: Skilled and experienced at conflict negotiation and resolution, with the ability to deal with difficult customers and shift opinions using influence over positional power.
  • Teamwork and Collaboration: Ability to share-ownership and drive results as a team, focusing on purpose, value, and results rather than solutions.
  • Strategic Thinking: Ability to connect strategy to execution, with a strategic thinker's mindset.
  • Product Line Planning and Management: Experience in Product Line planning, development, and management, with a strong understanding of VDOT's Organization Structure to include Districts and Central Office.

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