IT Customer Relationship Manager

We are seeking an experienced IT Customer Relationship Manager to serve as a strategic partner between IT teams and business stakeholders. The ideal candidate will have excellent communication, relationship management, and problem-solving skills, with the ability to manage escalations, coordinate IT service delivery, and align technology initiatives with business objectives.

Key Responsibilities:

• Build and maintain strong relationships with business partners and agency leadership, including executive-level stakeholders.
• Coordinate with IT leadership to ensure effective and continuous delivery of IT products and services.
• Serve as a primary point of contact for business stakeholders regarding IT management, escalations, and coordination.
• Collaborate with business teams and Enterprise Architecture to develop and maintain multi-year business capability roadmaps.
• Work with project managers, service managers, and operations teams to prioritize requests and resolve escalations.
• Identify opportunities for new services, service improvements, and technology innovation.
• Manage stakeholder expectations regarding IT engagement, projects, services, and product delivery.
• Handle escalations related to technology procurement, project delivery, and IT service requests.
• Advocate for customer needs and communicate business priorities to IT teams.
• Support compliance with applicable IT policies, standards, and guidelines.

Required Skills & Qualifications:

• Bachelor's degree or 6+ years of related experience.
• 5+ years of IT experience, including SDLC, Agile methodology, and technology procurement.
• 10+ years of strong written and verbal communication, presentation, and leadership engagement experience.
• Proven ability to build trust, influence stakeholders, and develop strategic business partnerships.
• Strong conflict negotiation and resolution skills, including experience dealing with difficult customers.
• Experience driving results through collaboration and shared ownership.
• Strong strategic thinking and ability to connect business strategy with execution.
• Experience in product-line planning, development, and management.
• Ability to coordinate across business stakeholders, IT leadership, project management, service delivery, and operations teams.