IT Customer Relationship Manager

Job Summary :

The IT Customer Relationship Manager will serve as a strategic liaison between IT and various business units, fostering strong relationships with agency leadership and ensuring successful delivery of IT products and services. This role involves managing escalations, identifying opportunities for service improvements, and aligning IT initiatives with business needs. The position requires on-site presence 2 days a week.

Location : Washington, District of Columbia, United States

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.
• Partnering with Districts to act as a point of focus / resource for IT management, escalations, and coordination.
• Partnering with business and Enterprise Architecture to identify product lines, then develop and maintain a multi-year business capability roadmap.
• 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.
• Consulting and collaborating with ITD teams managing production operations and the strategic direction for systems owned by assigned business partners.
• Supporting continued compliance with policies, standards, and guidelines.

Required Skills & Certifications :

Preferred Skills & Certifications :

Special Considerations :

Scheduling :