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George Mason University
Manager, IT Relationship Management
Higher Ed
Edtech.com's Summary
George Mason University is hiring a Manager, IT Relationship Management for Information Technology Services in Fairfax, VA. The role leads the team of IT Relationship Analysts who act as liaisons between ITS and the university community, coordinating stakeholder engagement, service feedback, and adoption of enterprise technology services. It reports to the Director of User Experience, Learning & Engagement.
Highlights
- Manage enterprise stakeholder engagement across academic, research, administrative, and ITS units.
- Supervise IT Relationship Analysts who serve as primary contacts for colleges, schools, departments, and administrative units.
- Oversee listening sessions, advisory groups, governance meetings, and outreach events, and route stakeholder feedback to ITS service owners.
- Review engagement metrics, customer feedback, and service trends and support dashboards that measure satisfaction, adoption, and service effectiveness.
- Coordinate with service owners, product managers, and project teams to communicate stakeholder needs and support service prioritization.
- Partner with the Technology Training & Workforce Development team to align engagement with training and adoption initiatives.
- Coach, mentor, and evaluate staff, set team priorities, and maintain standards for documentation, reporting, and customer follow-up.
- Bachelor’s degree with about two years leading cross-functional initiatives and one year of supervisory experience; on-site in Fairfax, VA.
Manager, IT Relationship Management Full Description
Manager, IT Relationship Management
Information Technology Services (ITS), George Mason University | Fairfax, VA | Classified Staff, Full-Time (1.0 FTE) | On Site Required | Job ID 10004643
Salary commensurate with education and experience | Pay band 06
About the Position
The Manager, IT Relationship Management is responsible for leading the day-to-day delivery and continuous improvement of enterprise relationship management services across Information Technology Services (ITS). Reporting to the Director of User Experience, Learning & Engagement within the IT Customer Experience organization, this position supervises a team of IT Relationship Analysts who serve as trusted liaisons between ITS and the university community. The Manager oversees stakeholder engagement activities, ensures consistent relationship management practices, coordinates service feedback, and supports successful adoption and continuous improvement of enterprise technology services.
Responsibilities
- Stakeholder engagement. Manage enterprise stakeholder engagement across academic, research, administrative, and ITS units; supervise IT Relationship Analysts who maintain stakeholder portfolios; oversee listening sessions, advisory groups, governance meetings, and outreach events; and make sure stakeholder feedback is documented and routed to the right ITS service owners and into the service improvement lifecycle.
- Metrics and reporting. Review engagement metrics, customer feedback, and service trends to find operational improvements, and support reporting, dashboards, and analytics that measure engagement, satisfaction, adoption, and service effectiveness.
- Training alignment. Partner with the Technology Training & Workforce Development team to align stakeholder engagement with training, communications, and adoption initiatives.
- Service alignment. Coordinate with service owners, product managers, project teams, and technology leaders to communicate stakeholder needs, document business requirements and enhancement requests, and support governance and service prioritization.
- Leadership. Supervise, coach, mentor, and evaluate IT Relationship Analysts, set team priorities, assign stakeholder portfolios, manage workloads, and maintain standards for documentation, engagement activities, reporting, and customer follow-up.
Required Qualifications
- Bachelor’s degree in a related field, or the equivalent combination of education and experience.
- Progressively responsible experience in stakeholder engagement, relationship management, IT service delivery, or customer experience.
- Typically 2 years leading projects, programs, or initiatives involving cross-functional collaboration and service improvement.
- Typically 1 year of supervisory, team lead, or staff development experience.
- Strong written, verbal, presentation, and facilitation skills, and the ability to analyze data and stakeholder feedback to inform service improvements.
Preferred Qualifications
- Master’s degree in a related field.
- Certifications in project management, business relationship management, ITIL, or customer experience.
- Experience in higher education, the public sector, or a large, complex organization.
- Experience with ITSM platforms, surveys, and analytics to measure engagement and service performance, and facilitating governance groups or advisory boards.
Notes
Not eligible for visa sponsorship. Applicants must submit a cover letter, resume, and three professional references. Posting closes October 30, 2026.
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