IT Customer Relationship Manager

We are looking for

• Ideal candidates for this role will innately be strategic thinkers, foster positive/purposeful interactions, and 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.

• 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 specific Divisions or groups 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, and 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 ITS 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 policies, standards, and guidelines.

• Bachelor's degree or Minimum six (6) years of related experience.
• Strong communication skills in writing, speaking and presenting with the 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 in 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.
• Business Relationship Management Professional (BRMP®)