Manager IT Service Management Product Experience

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 decisionmaking improve service quality and align IT operations with business goals. Working with crossfunctional 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 departments mission and contribute positively to a collaborative humancentered 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 crossfunctional 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 portfoliorelated 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 prioritysetting 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 portfoliorelated 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/businessdriven technology strategies and plans
• Exceptional communication skills with the ability to communicate technical concepts and information to nontechnical audiences in a compelling and empowering way
• Deep commitment to developing and delivering modern usercentered and valueproducing 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 bachelors degree is a good foundation for the work and additional jobrelated experience around the competencies above in lieu of a bachelors 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: $95000 $110000

Starting salary to be determined based on experience and qualifications. 

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

Work Setting: inperson (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 youre a fulltime parttime 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 wellbeing 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 nonmedical nonemergency or patient facing positions with the City of Philadelphia. As a result only employees in positions providing services that are patientfacing 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 ator send an email to
 

Remote Work :

No

Employment Type :

Fulltime