Technical Solutions Manager

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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.

The Technical Solutions Manager is responsible for overseeing the procurement, implementation, and optimization of software solutions across all city departments. This role ensures that departments do not procure multiple redundant solutions, creating a centralized and efficient approach to technology adoption. The strategist works closely with training teams, vendors, and departmental leaders to customize solutions, provide expert guidance, and recommend the most effective tools to meet organizational needs.
This role is responsible for bridging the gap between business operations and technical solutions, providing tailored recommendations for software solutions, and fostering collaboration to optimize internal workflows and systems.
The ideal candidate is a collaborative leader with a deep understanding of software solutions, procurement processes, and training development, who can balance technical expertise with strategic thinking.

Key Responsibilities
Centralized Software Procurement Oversight:

• Ensure departments collaborate to avoid duplicate procurement of similar software solutions.
• Develop a centralized database to track citywide software usage, licenses, and contracts.
• Lead interdepartmental reviews of software procurement requests to assess redundancy and alignment with citywide goals.

Needs Assessment and Solution Recommendations:

• Partner with department leaders to identify operational needs and recommend the most effective software solutions.
• Conduct research and analysis to become an expert on existing and emerging software tools.
• Provide strategic recommendations based on functionality, cost, and scalability.
• Collaborate with department leaders and end-users to identify software requirements and pain points.
• Conduct stakeholder interviews, surveys, and workshops to understand current systems and gaps.
• Act as the primary point of contact between internal stakeholders and software vendors.

Customization and Vendor Management:

• Work closely with vendors to tailor software solutions to departmental needs.
• Act as the primary liaison for vendor negotiations, ensuring customization and support align with city requirements.
• Manage vendor relationships to maintain high-quality service and adherence to agreements.

Training and Knowledge Development:

• Collaborate with the training department to design programs that educate staff on how to use software solutions effectively.
• Deliver hands-on workshops, tutorials, and user-friendly documentation for new systems.
• Act as a subject matter expert and resource for department staff during and after implementation.

Performance Monitoring and Feedback:

• Monitor the performance and adoption of implemented software solutions across departments.
• Collect and analyze user feedback to recommend system upgrades or alternatives.
• Report on software ROI and operational improvements to city leadership.
• Use data and analytics to track the performance of services across departments, ensuring that they meet expectations. Generate regular reports on service usage, performance, and customer satisfaction.
• Track and report on service issues or escalations, working with internal teams to resolve them quickly and effectively. Ensure that all parties are kept informed of progress and outcomes.
• Collect feedback from external departments about the service experience and incorporate that feedback into future updates to the service catalog and service delivery processes.

Policy and Standardization:

• Develop and enforce citywide policies for software procurement, implementation, and usage.
• Advocate for standards that promote system compatibility and data-sharing among departments.
• Ensure all software solutions comply with organizational policies, data security standards, and industry regulations.

Innovation and Technology Trends:

• Stay informed on industry trends to recommend innovative solutions that enhance city services.
• Identify opportunities to consolidate or replace existing tools with more effective, integrated platforms.

Service Catalog Management:

• Maintain and Optimize the Service Catalog: Develop, update, and manage the City of Philadelphia’s Service Catalog, ensuring that all technology services offered by OIT are accurately represented, clearly documented, and easily accessible by other city departments.
• Service Definition and Documentation: Work with subject matter experts across OIT and other departments to define, document, and maintain detailed descriptions of technology services, including service level agreements (SLAs), timelines, and dependencies.
• Ensure Service Alignment: Ensure that the services offered align with the strategic goals of the City, as well as the evolving needs of city departments. Regularly assess and revise the catalog to reflect new services, retire outdated services, and improve service delivery.
• Standardization and Consistency: Standardize the way services are represented in the catalog to ensure clarity, consistency, and ease of use for internal stakeholders.

Interdepartmental Communication & Stakeholder Management:

• Serve as the Point of Contact: Act as the primary point of contact for external departments seeking services from OIT. Understand their needs and help translate them into actionable service requests. Manage Service Requests: Coordinate and manage service requests from various city departments, ensuring they are routed to the appropriate OIT teams for timely and efficient execution.
• Regular Communication: Proactively communicate with department heads and other key stakeholders to ensure that they are aware of the services available to them and how to access these services.
• Build Relationships: Develop and maintain strong working relationships with other departments, ensuring that OIT’s services are understood and valued. Act as an advocate for the needs of external departments within OIT.

Education and Experience:

• Bachelor’s degree in Information Technology, Public Administration, Business, or a related field. Master’s degree is a plus.
• Minimum of 5 years of experience in IT service management, business analysis, or project management in a government or large organizational setting.                                                                                                          Proven experience working with service catalog frameworks, ITIL (Information Technology Infrastructure Library), or similar service management practices.
• Experience in managing cross-departmental communication and collaboration in a large, complex organization.

Skills and Competencies:

• Strong Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with both technical and non-technical stakeholders.
• Customer-Focused: Ability to understand and anticipate the needs of external departments and translate those needs into actionable service solutions.
• Project Management: Strong project management skills, with a proven ability to manage multiple initiatives simultaneously and deliver them on time and within scope.
• Process-Oriented: Experience in developing and improving processes to ensure efficient and effective service delivery.
• Technical Understanding: Solid understanding of IT service management frameworks, technology solutions, and the ability to translate technical concepts into easily understandable terms for non-technical stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to identify challenges and develop creative solutions.
• Stakeholder Management: Ability to build and maintain strong relationships with a diverse range of internal and external stakeholders.

Additional Requirements:

• Experience working within government agencies or municipalities is highly preferred.
• Strong organizational and time management skills, with the ability to manage multiple priorities and deadlines.
• Knowledge of the City of Philadelphia’s technology infrastructure, departments, and operational needs is a plus.
• A proactive, collaborative, and service-oriented mindset.

Salary Not to Exceed: $120,000

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 [email protected].