Supervise IT Relationship Analysts in maintaining assigned
stakeholder portfolios and serving as primary points of contact for
colleges, schools, departments, and administrative units;
Oversee structured engagement activities, including listening
sessions, advisory groups, governance meetings, outreach events,
and customer touchpoints;
Ensure stakeholder feedback, business needs, challenges, and
opportunities are consistently documented, communicated, and routed
to appropriate ITS service owners;
Foster collaboration, transparency, and trust between ITS and
the university community through responsive relationship management
practices;
Ensure stakeholder feedback is incorporated into the ITS
service improvement lifecycle, including intake, analysis,
prioritization, implementation, and follow-up;
Review engagement metrics, customer feedback, and service
trends to identify opportunities for operational improvement;
Support reporting, dashboards, and analytics that measure
customer engagement, satisfaction, adoption, and service
effectiveness; and
Partner with the Technology Training & Workforce
Development team to align stakeholder engagement with training,
communications, and adoption initiatives.
Service Alignment & Coordination:
- Coordinate with service owners, product managers, project
teams, and technology leaders to communicate stakeholder needs and
support effective service delivery;
- Ensure IT Relationship Analysts effectively document business
requirements, enhancement requests, service issues, and operational
concerns;
- Facilitate collaboration between campus stakeholders and ITS
teams to resolve issues and improve service experiences;
- Monitor recurring customer concerns, service trends, and
engagement outcomes to identify opportunities for operational
improvement;
- Support governance and service prioritization activities by
providing operational insights and validated stakeholder feedback;
and
- Coordinate engagement activities that support enterprise
technology implementations and service enhancements.
Leadership & Team Management:
- Supervise, coach, mentor, and evaluate a team of IT
Relationship Analysts responsible for stakeholder engagement across
the university;
- Establish team priorities, assign stakeholder portfolios, and
manage workloads to ensure consistent and responsive customer
engagement;
- Develop staff capabilities in relationship management,
facilitation, business analysis, customer service, communication,
and change support;
- Establish and maintain consistent standards for documentation,
engagement activities, reporting, and customer follow-up;
- Monitor team performance, customer engagement metrics, and
operational outcomes to ensure high-quality service delivery;
- Collaborate with the Director of User Experience, Learning
& Engagement on staffing, professional development, process
improvements, and organizational priorities; and
- Foster a collaborative, customer-focused culture that
emphasizes accountability, responsiveness, continuous learning, and
operational excellence.
Required Qualifications:
- Bachelor’s degree in related field, or the equivalent
combination of education and experience;
- Progressively responsible experience in stakeholder engagement,
relationship management, IT service delivery, customer experience,
or a related field;
- Demonstrated experience (typically 2 years) leading projects,
programs, or initiatives involving cross-functional collaboration
and service improvement;
- Prior experience (typically 1 year) of supervisory, team lead,
or staff development experience;
- Knowledge of stakeholder engagement, relationship management,
and partnership development practices within complex organizations,
as well as IT service delivery models and continuous improvement
methodologies;
- Strong written, verbal, presentation, and facilitation skills,
with the ability to engage diverse audiences, including university
leadership and operational teams;
- Demonstrated ability to lead cross-functional initiatives
involving multiple stakeholders and competing priorities;
- Ability to gather, synthesize, and translate stakeholder
feedback and data into actionable insights, priorities, and service
improvements;
- Ability to analyze data, metrics, and qualitative feedback to
assess service performance and inform decision-making;
- Ability to build collaborative relationships across academic,
research, administrative, and IT units;
- Ability to supervise, coach, and develop professional staff in
a team-based environment; and
- Strong customer service orientation and commitment to improving
user experience and service outcomes.
Preferred Qualifications:
- Master’s degree in related field;
- Relevant professional certifications in project management,
business relationship management, customer experience, or related
disciplines;
- Relevant certifications in business relationship management, IT
service management (e.g., ITIL), project management, or customer
experience;
- Significant experience leading enterprise relationship
management, engagement, or service alignment functions;
- Experience working within a higher education, public sector, or
large, complex organization;
- Experience supporting or collaborating with IT service owners,
product managers, or delivery teams on service improvement
initiatives;
- Experience supporting enterprise technologies such as
collaboration platforms, ERP systems, CRM systems, or similar
environments;
- Experience using data, feedback, and performance metrics to
drive continuous improvement and inform strategic decisions;
- Experience supporting stakeholder engagement, relationship
management, or service alignment functions in large, complex
organizations;
- Experience using analytics, reporting tools, and feedback
systems (e.g., ITSM platforms, surveys) to measure engagement,
satisfaction, and service performance;
- Experience facilitating governance groups, advisory boards, or
cross-functional working sessions;
- Knowledge of change management, organizational readiness,
stakeholder engagement frameworks, and higher education
environments; and
- Familiarity with IT Service Management (ITSM) practices,
service improvement frameworks, and customer experience
methodologies.
Instructions to Applicants:
For full consideration, applicants must apply for the
Manager, IT Relationship Management at
https://jobs.gmu.edu/. Complete and submit the online
application to include three professional references with contact
information, and provide a cover letter and resume for
review.
Posting Open Date: October 14, 2026
Posting Close Date: October 30, 2026
Open Until Filled: No
Mason Ad Statement
George Mason University is a nationally ranked R1 research
university committed to creating a more just, free, and prosperous
world. With 40,000 enrolled students, George Mason is the largest
and most diverse public research university in Virginia, offering
degree programs at the master's, doctoral, and professional level,
along with certificates and credentials.
George Mason fosters an All Together Different environment for
students, faculty, and staff, driven by our core beliefs. We
believe in inclusivity over exclusivity; we believe in advancing
our mission by being willing to take risks, not avoiding them; and
we believe our best work is possible when we apply our diversity of
origin, identity, circumstance, and thought.
Equity Statement
George Mason University is an equal opportunity/affirmative action
employer, committed to promoting inclusion and equity in its
community. All qualified applicants will receive consideration for
employment without regard to race, color, religion, sex, sexual
orientation, gender identity, national origin, age, disability or
veteran status, or any characteristic protected by law.
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