IT Customer Relationship Manager

About Us

At Radiant Digital, we empower organizations worldwide with innovative IT and consulting solutions that drive efficiency, agility, and impact. From federal agencies like NASA and the USDA to leaders in telecom, healthcare, and energy, we help transform challenges into opportunities through technology.

Job Description:

Duration : 6+ months Contract

Location : Richmond, VA USA - Hybrid
Mode of Interview: Both Web Cam and In-Person Interview

Short Description:

• 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 Client’s Parking Management Office or procuring their own parking

• Contract to be extended beyond 6/30/26, likely by 6-12+ months

Complete Description:

Ideal candidates for this role will innately be a strategic thinker, foster positive/purposeful interactions, 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.

Position specific responsibilities and duties will include, but not limited to:

• 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

Desired Skills to Partner with Districts:

• 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.

Education:

• Bachelor’s degree in Information Technology or equivalent experience (six or more years in IT roles).

Experience:

• 6 years of experience working in Information Technology, including a strong understanding of the Software Development Life Cycle (SDLC), Agile methodologies, and technology procurement processes.

• 5 years of experience demonstrating strong communication skills—both written and verbal—effectively presenting to and collaborating with leadership at all levels.

• 10 years of experience establishing trust and credibility as a strategic partner, with proven ability to influence without positional authority.

• 10 years of experience in conflict negotiation and resolution, adept at managing challenging stakeholders and sensitive situations with professionalism.

• 10 years of experience promoting collaboration and shared ownership, driving teams toward purpose-driven, value-focused, and outcome-oriented results.

• 10 years of experience as a strategic thinker, with a proven ability to connect organizational strategy to actionable execution.

• 1 year of experience in product line planning, development, and management.

• (Desired) 3 years of experience with knowledge of DOT’s organizational structure and its interaction.

Certifications:

• Business Relationship Management Professional (BRMP) – Highly desired