IT Customer Relationship Manager

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: IT Customer Relationship Manager

Location(s): Richmond, VA
(Hybrid)


Job Summary
The IT Customer Relationship Manager will serve as a strategic partner to business stakeholders, building and maintaining strong relationships, facilitating effective communication, and ensuring successful delivery of IT products and services. The role involves coordinating with IT leadership, managing escalations, aligning technology initiatives with business objectives, and identifying opportunities for service improvements and innovation.

Key Responsibilities

• Communicate regularly with leadership, including executive-level stakeholders.
• Collaborate with IT leadership to ensure the successful and continuous delivery of IT products and services.
• Serve as the primary IT management contact for assigned business districts, coordinating resources, escalations, and service delivery.
• Partner with business stakeholders and Enterprise Architecture teams to identify product lines and develop and maintain multi-year business capability roadmaps.
• Build and maintain strong relationships with assigned business partners.
• Coordinate with project managers, service managers, and operations teams to prioritize requests, manage workloads, and resolve escalations.
• Identify opportunities for new services, service improvements, and technology innovation to meet business needs.
• Manage business partner expectations regarding IT engagement, service delivery, and product delivery.
• Resolve escalations related to technology procurements, projects, and service delivery requests.
• Identify, advocate for, and communicate customer needs and business priorities.
• Collaborate with IT teams responsible for production operations and the strategic direction of systems supporting assigned business partners.
• Ensure continued compliance with applicable IT policies, standards, and guidelines.

Required Qualifications

• Bachelor's degree or six or more years of relevant experience.
• Five or more years of experience in Information Technology, including knowledge of the Software Development Life Cycle (SDLC), Agile methodologies, and technology procurement.
• Ten or more years of experience demonstrating strong written, verbal, and presentation skills with stakeholders at all organizational levels.
• Ten or more years of experience building rapport, establishing credibility, and influencing stakeholders through strategic partnership rather than positional authority.
• Ten or more years of experience in conflict negotiation and resolution, including handling difficult customers.
• Ten or more years of experience collaborating with teams, sharing ownership, and driving results with a focus on business value and outcomes.
• Ten or more years of experience connecting strategy to execution and applying strategic thinking.
• Ten or more years of experience in product line planning, development, and management.
• Ability to understand and navigate organizational structures, including district-level operations and central office functions.

Work Arrangement

• Hybrid work arrangement: Two days onsite and three days remote per week.
• Local candidates are required due to onsite work requirements.

Skills: