Manager, IT Service Management & Product Experience

Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact. 
As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What We Offer:
Impact - The work you do here matters to millions. 
Growth - Philadelphia is growing, why not grow with it? 
Diversity & Inclusion - Find a career in a place where everyone belongs.
Benefits - We care about your well being.

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

Job Description

The Manager of IT Service Management & Product Experience is responsible for overseeing IT service delivery, optimizing product performance and enhancing user experience. This role integrates advanced data analytics to drive decision-making, improve service quality, and align IT operations with business goals. Working with cross-functional technology teams, City partners, and product stakeholders, they will manage separate but aligned product and service portfolio strategies, maintain product and service portfolio roadmaps, supervise the service and product management team, and oversee product and service portfolio initiatives and projects from requirements through implementation, assessment, ongoing operations, and continuous enhancement. The ideal candidate is a strategic thinker with a strong technical background in ITSM, product lifecycle management and data driven solutions.
As a member of the OIT Operations team, the Manager of IT Service Management & Product Experience is expected to uphold the department’s mission and contribute positively to a collaborative, human-centered, innovative, accountable, transparent, and inclusive culture within OIT.

Essential Functions
Management

• Supports and expands a culture that is supportive of diversity, equity, and inclusion where employees from all backgrounds can succeed and thrive
• Trains employees under their supervision
• Conducts performance appraisals of employees under their supervision
• Manages collaborative, cross-functional teams comprised of IT staff and/or business unit constituents and vendors/service providers.

Product Experience Management

• Ensure product experience owners are driving the vision and roadmap for the portfolio in collaboration with technology team members, other City departments, and constituent stakeholders
• Coordinate requirements gathering (including interviewing users, analyzing work processes and operations, establishing solution objectives, and evaluating systems functionality) to uncover insights about the portfolio and opportunities to improve existing services and explore new ones
• Confirm that product experience owners are working closely with development and support teams during portfolio-related projects
• Ask smart questions, take risks, and champion new ideas

Service Portfolio Management

• Ensure that service requirements are identified/documented and confirm the processes required to deliver the services are managed
• Maintain the OIT Service Catalog, including catalog updates and reporting on SLA metrics for items in the service catalog
• Maintain documentation of service level agreements for various OIT services and report on SLA compliance and breaches
• Develop and monitor appropriate metrics for service success and use data to regularly assess performance, manage technical debt, and continually improve the delivery of services in the service catalog.

Relationship Management

• Build and maintain collaborative and consultative relationships with City departments related to the service catalog and product experience
• Research, investigate, and promote the use of existing and emerging technologies to support or enhance the partners’ operations and/or work
• Conduct regular reviews, priority-setting, and planning sessions with City stakeholders. Serve as an advocate for those priorities, plans, and other technology needs within OIT
• Monitor, evaluate, and regularly report to OIT Operations leadership on portfolio-related activities, the delivery of services according to service level agreements, and levels of client satisfaction.

Data Analytics 

• Leverage advanced analytics techniques to extract insights from ITSM and product performance data using tools such as Python, R or SQL
• Develop and maintain dashboards, visualizations and reports for key ITSM and product experience metrics using platforms like Power BI or Tableau
• Implement predictive analytics and machine learning models to anticipate service disruptions and optimize resource allocation
• Ensure data integrity and governance by developing processes for data collection, storage and analysis

Competencies, Knowledge, Skills and Abilities

• Demonstrated ability to think strategically about the application of technology to solve business problems and develop user/business-driven technology strategies and plans
• Exceptional communication skills, with the ability to communicate technical concepts and information to non-technical audiences in a compelling and empowering way
• Deep commitment to developing and delivering modern, user-centered, and value-producing technology products, systems, and services in a collaborative way
• Ability to build effective relationships and strong commitment to working collegially and collaboratively with constituents at all levels in a diverse and distributed environment
• Ability to compile and analyze data regarding SLA compliance and communicate that information to a wide range of City constituents

Qualifications

We care more about what you can do than where you learned how to do it.  That said, a bachelor’s degree is a good foundation for the work, and additional job-related experience around the competencies above in lieu of a bachelor’s degree is acceptable as well.  Two years of experience in service management, data management, product management, or general IT management required.  ITIL certifications related to service or product management a plus.

Additional Information

Salary Range: $95,000 - $110,000

Starting salary to be determined based on experience and qualifications. 

Important: To apply, candidates must provide a cover letter and a resume.

Work Setting: in-person (onsite)

Discover the Perks of Being a City of Philadelphia Employee:
•    We offer Comprehensive health coverage for employees and their eligible dependents
•    Our wellness program offers eligibility into the discounted medical plan
•    Employees receive paid vacation, sick leave, and holidays
•    Generous retirement savings options are available
•    Pay off your student loans faster - As a qualifying employer, City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
•    Enjoy a Free Commute on SEPTA - Starting September 1, 2023, eligible City employees will no longer have to worry about paying for SEPTA public transportation. Whether you're a full-time, part-time, or provisional employee, you can seize the opportunity to sign up for the SEPTA Key Advantage Program and receive free Key cards for free rides on SEPTA buses, trains, trolleys, and regional rails.
•    Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses, extending not only to City employees but in some cases, spouse and dependents too!
Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!

*The successful candidate must be a city of Philadelphia resident within six months of hire

Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr@phila.gov.