IT Customer Relationship Manager

Job Title: IT Customer Relationship Manager
Work Type: Hybrid
Location: Richmond, VA
Salary: $51 – $71 per hour
Start Date: October 19, 2026
End Date: June 30, 2027
Industry Category: Government / Information Technology
Employment Type: Contract
Requisition ID: 812996

Overview:

We are seeking an experienced IT Customer Relationship Manager to support the Virginia Department of Transportation (VDOT) in Richmond, Virginia. This hybrid contract opportunity is ideal for a strategic, relationship-focused IT professional with extensive experience in business relationship management, executive stakeholder engagement, technology service delivery, and cross-functional collaboration.

The ideal candidate will excel at building trusted partnerships with business leaders, aligning technology initiatives with organizational priorities, managing escalations, and driving business value through effective IT service and product delivery.

This position requires two days on-site per week in Richmond, Virginia, and a mandatory in-person second-round interview. Local candidates are required.

Application:

Qualified candidates must demonstrate extensive experience working with senior and executive leadership, managing strategic business relationships, resolving conflicts, and coordinating IT initiatives across multiple teams.

Interview Requirements:

• First-round interviews will be conducted virtually through Microsoft Teams.
• Second-round interviews will be conducted in person.
• Candidates must be available to attend an in-person interview in Mechanicsville, Virginia, if requested. No exceptions will be granted.
• Candidates must confirm their permanent city and state of residence and ability to work on-site in Richmond at least two days per week.
• Candidates should be prepared to discuss their experience working with executive leadership, previous IT roles, and availability to begin following an offer.
• Candidates holding a Business Relationship Management Professional (BRMP) certification through the BRM Institute must provide documentation of their certification for consideration of that credential.
• Candidates must confirm that they will physically reside within the United States for the entire assignment.

Job Description:

The IT Customer Relationship Manager will serve as a strategic liaison between VDOT business divisions, district leadership, and the Information Technology Division (ITD), ensuring that technology products, services, and initiatives align with business objectives.

This position is responsible for developing and maintaining trusted relationships with assigned business partners, communicating with agency leadership up to the executive level, and coordinating IT service delivery, technology projects, and product management activities.

The successful candidate will work closely with IT leadership, project managers, service managers, operations teams, and Enterprise Architecture to identify business needs, establish priorities, manage escalations, and support long-term technology planning.

A key component of this role involves developing and maintaining multi-year business capability roadmaps, identifying opportunities for technical innovation, and ensuring business partner expectations are effectively managed.

The ideal candidate will be a strategic thinker and influential communicator who can navigate complex organizational relationships, resolve challenging issues, and connect business strategy with measurable execution.

Responsibilities:

Business Relationship Management & Stakeholder Engagement

• Establish, develop, and maintain strong, trusted relationships with assigned VDOT business partners and district leadership.
• Serve as a primary point of contact for IT management coordination, business engagement, and technology-related escalations.
• Meet regularly with agency leadership, including senior executives, to discuss business priorities, technology needs, and service delivery performance.
• Build credibility as a strategic advisor by understanding business objectives and identifying opportunities for technology-driven improvements.
• Advocate for business partner needs and communicate priorities to IT leadership and delivery teams.
• Manage business partner expectations regarding ITD engagement, technology products, and service delivery.

IT Strategy & Business Capability Planning

• Collaborate with business stakeholders and Enterprise Architecture teams to identify product lines and develop multi-year business capability roadmaps.
• Translate organizational strategies into actionable IT priorities and initiatives.
• Identify opportunities for new technology services, service enhancements, and technical innovation.
• Support strategic planning activities that align technology investments with agency business objectives.
• Partner with IT leadership to support the continuous delivery and improvement of IT products and services.

IT Service Delivery & Escalation Management

• Coordinate with project managers, service managers, and operations teams to prioritize technology requests and manage delivery activities.
• Manage and escalate issues related to technology procurements, IT projects, service requests, and product delivery.
• Facilitate the resolution of complex service delivery challenges and stakeholder concerns.
• Support effective communication between business divisions and IT delivery teams.
• Identify service improvement opportunities and recommend approaches that improve customer satisfaction and operational effectiveness.

Executive Communication & Conflict Resolution

• Prepare and deliver clear, professional communications and presentations to stakeholders at all organizational levels.
• Facilitate productive discussions between business leaders, IT teams, and operational stakeholders.
• Apply negotiation, conflict resolution, and relationship management skills to address challenging situations.
• Influence decisions through collaboration, credibility, and business value rather than positional authority.
• Foster shared ownership, accountability, and results-oriented teamwork across business and technology groups.

Technology Governance & Operational Collaboration

• Collaborate with ITD teams responsible for production operations and the strategic direction of systems supporting assigned business partners.
• Support alignment between IT operations, technology projects, and organizational business requirements.
• Apply knowledge of the Software Development Life Cycle (SDLC), Agile methodologies, and technology procurement processes.
• Support continued compliance with VDOT and Virginia Information Technologies Agency (VITA) policies, standards, and guidelines.
• Promote effective coordination among district offices, central office stakeholders, and IT service delivery teams.

Minimum Qualifications:

• Bachelor's degree or 6+ years of related professional experience in an Information Technology role.
• 5+ years of experience working in Information Technology, including knowledge of SDLC processes, Agile methodologies, and technology procurement activities.
• 10+ years of experience communicating effectively through written correspondence, verbal discussions, and presentations with leadership at all organizational levels.
• 10+ years of experience building relationships, establishing credibility, developing stakeholder trust, and influencing decisions without relying on positional authority.
• 10+ years of experience in conflict negotiation, conflict resolution, and managing challenging customer or stakeholder interactions.
• 10+ years of experience promoting shared ownership, collaborating across teams, and driving results through business value and organizational priorities.
• 10+ years of experience connecting organizational strategy to execution and applying strategic thinking to business and technology initiatives.
• 1+ year of experience in product line planning, development, and management.
• Demonstrated ability to communicate and collaborate effectively with senior executives and upper-level organizational leadership.
• Previous professional experience working in an Information Technology role.
• Must be a local candidate capable of reporting to the Richmond, Virginia, worksite at least two days per week.
• Must be available to attend a mandatory in-person second-round interview in Mechanicsville, Virginia, if requested.
• Must be able to comply with the required hybrid schedule of two on-site days and three remote days per week.
• Must physically reside within the United States throughout the assignment in accordance with Commonwealth of Virginia security policies.
• Must be legally authorized to work in the United States without employer sponsorship, now or in the future.

Preferred Qualifications:

• 3+ years of experience or demonstrated understanding of VDOT's organizational structure, including district offices, central office operations, and the working relationship between VDOT and VITA.
• Business Relationship Management Professional (BRMP) certification through the BRM Institute is highly desired.

Compensation:

• Pay Range: $51 – $71 per hour

Schedule:

• Work Arrangement: Hybrid
• On-Site Schedule: 2 days per week in Richmond, Virginia
• Remote Schedule: 3 days per week

Work Location:

• Richmond, VA