Customer Relationship Manager

Title: Customer Relationship Manager
Location: Richmond VA (Hybrid)
Duration: 12+ Months(extendable)
Type: Contract
Note: First round via webcam and second round Inperson Interview
Note:

• local candidates required due to onsite requirement
• first round of interviews via Teams. Second round of interviews ONSITE.
• Please only submit candidates who can interview 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 6/30/24, 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:
• 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.
Required Skills:

• Bachelors degree or six (6) yearsor more of related experience in a role within Information
  Technology.
• Experience working in Information
  Technology (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 at conflict negotiation and resolution; Experience dealing with difficult customers/being
  comfortable in uncomfortable situations.
• 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 toexecution; Strategic thinker.
• Experience in Product Line planning, development and
  management.
• Understanding of VDOT's Organization Structure, how
  VDOT and VITA interact.(Desired)
• BRMP Certification (Highly Desired)