Technical Relationship Project Manager

Essential Duties and Responsibilities (but not limited to)

Team Leadership and Program Oversight

• Lead the Technical Business Relationship Management and Department Solutions Team.
• Establish team priorities service standards intake procedures documentation expectations and reporting cadence.
• Manage the initial service model for up to 9 departments.
• Assign department portfolios and monitor workload across the team.
• Provide guidance and coaching to Technical Relationship Managers and Technical Specialists.
• Ensure the team provides responsive professional and solution-oriented service to departments.
• Coordinate with OIT leadership to align department requests with organizational priorities.
• Develop procedures for request review solution recommendation escalation and post-implementation assessment.
• Support consistent service delivery across assigned departments.

Department Relationship Management

• Serve as the senior relationship lead for assigned departments.
• Build and maintain trusted relationships with department executives operational leaders program managers and administrative staff.
• Conduct recurring meetings with department leadership to understand operational needs technology concerns service gaps and upcoming priorities.
• Serve as a strategic interface between departments and OIT service teams.
• Help departments understand available OIT services technology options intake pathways and implementation requirements.
• Ensure department requests receive clear follow-up documented recommendations and appropriate next steps.
• Identify common needs across departments that may require shared services enterprise solutions or service catalog updates.
• Promote a customer-centered approach that helps departments move from issue identification to responsible solution delivery.

Service Catalog Ownership and Advisory

• Serve as the team owner for OIT service catalog and service directory advisory.
• Maintain a strong understanding of OIT-approved services platforms tools service owners licensing requirements support models intake processes technical limitations and escalation paths.
• Ensure all department requests are reviewed against existing services and approved tools before new development or new purchases are recommended.
• Identify opportunities to reduce duplicate tools redundant systems fragmented processes and unsupported technology investments.
• Work with service owners to confirm service availability eligibility timelines costs and implementation requirements.
• Recommend improvements to the service catalog based on department feedback and recurring needs.
• Ensure the service catalog is positioned as a business enablement tool not only an internal IT reference.
• Help departments understand which services are available immediately which require configuration and which require formal project or procurement review.

Technology Platform Advisory

• Ensure department requests are evaluated against approved low-code no-code CRM workflow automation reporting dashboard and AI-assisted application platforms.
• Maintain functional awareness of platforms such as Quickbase Microsoft Power Platform Power Apps Power Automate Power BI Power Pages Copilot Studio Salesforce Microsoft Dynamics 365 Creatio Airtable Enterprise SmartSuite Retool Appian Mendix OutSystems ServiceNow where appropriate AI-assisted application builders and AI-assisted CRM tools.
• Coordinate with platform owners and technical experts to validate solution feasibility.
• Help determine whether a department request is best suited for an existing service low-code configuration CRM-style solution dashboard workflow automation formal project intake procurement enterprise architecture review cybersecurity review or another governance process.
• Support a platform-neutral recommendation process that prioritizes business need security licensing supportability data sensitivity user experience integration requirements and long-term maintainability.

Business Needs Discovery and Solution Strategy

• Lead complex discovery sessions with departments.
• Help departments define business problems current-state processes desired outcomes user groups resident impact reporting needs data requirements and operational constraints.
• Evaluate whether department needs can be addressed through an existing service approved platform low-code solution CRM-style tool reporting solution dashboard workflow automation or formal project intake.
• Develop practical solution options that distinguish between immediate service enablement configurable platform solutions and longer-term enterprise needs.
• Ensure recommendations are feasible secure supportable cost-conscious and aligned with OIT standards.
• Support departments in understanding tradeoffs dependencies timelines and roles required for implementation.

Technology Governance and Escalation

• Establish criteria for determining whether a request should proceed through service catalog fulfillment low-code delivery project intake procurement cybersecurity review enterprise architecture review or another governance process.
• Identify requests that may involve sensitive data integrations resident-facing systems payment processing regulatory requirements records retention or significant operational risk.
• Coordinate with cybersecurity data governance infrastructure applications GIS PMO procurement legal and enterprise architecture teams when additional review is required.
• Ensure solutions do not create unnecessary technical debt or unsupported applications.
• Confirm that each implemented solution has a business owner support model documentation user access approach and maintenance plan.

Reporting and Continuous Improvement

• Track department engagement requests received solutions recommended services used implementations completed duplicate purchases avoided and service catalog gaps.
• Develop monthly or quarterly reports for OIT leadership.
• Identify trends across departments and recommend opportunities for shared services or broader enterprise improvements.
• Measure department satisfaction and service effectiveness.
• Use performance data and department feedback to improve the teams operating model.
• Prepare executive summaries briefing materials and decision documents as needed.

Qualifications :

Required Knowledge Skills and Abilities

• Strong knowledge of IT service delivery business relationship management service catalogs and enterprise technology support.
• Ability to serve as a trusted advisor to department leaders.
• Ability to understand business operations and translate department needs into actionable technology recommendations.
• Working knowledge of low-code no-code CRM workflow automation reporting dashboarding and AI-assisted application platforms.
• Ability to compare available technology options and recommend the most appropriate service path based on business need risk cost supportability and governance requirements.
• Strong knowledge of service management practices request intake solution evaluation and technology governance.
• Ability to identify duplicative tools service gaps technical debt and opportunities for shared solutions.
• Understanding of platform governance service ownership data sensitivity user access and long-term support models.
• Ability to coordinate across technical and non-technical teams.
• Strong facilitation presentation documentation and executive communication skills.
• Ability to manage multiple department relationships and competing priorities.
• Strong judgment in determining when requests require escalation to formal project procurement security data or architecture review.
• Commitment to high-quality customer service and accountable follow-through.

Preferred Experience

• Experience in IT business relationship management technology consulting public-sector technology service delivery business analysis or portfolio coordination.
• Experience working with or advising on platforms such as Quickbase Microsoft Power Platform Salesforce Dynamics 365 Creatio Airtable Enterprise SmartSuite Appian Mendix OutSystems Retool ServiceNow AI-assisted application builders AI-assisted CRM tools or comparable business application platforms.
• Experience supporting multiple business units or departments.
• Experience evaluating technology requests and determining whether needs can be met through existing services configurable platforms workflow automation dashboards CRM tools or formal project intake.
• Experience supporting technology governance service catalog management business process improvement or department-facing technology advisory services.
• Experience working with government agencies public-sector services or large enterprise environments.
• Experience preparing executive reports business cases solution recommendations or technology roadmaps.

Additional Information :

Salary: $95000-$105000

Salary cannot exceed 105000

Were interested in hiring the best possible candidate for the role. We recognize that experience education and qualifications can be attained in a variety of ways and that many skillsets are transferable. If you feel youre a good fit please dont hesitate to apply.

Please include:

• Resume
• A cover letter 

Please note: Applications will not be considered without a cover letter.

Did you know
We are a Public Service Loan Forgiveness Program qualified employer : 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities

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

*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 or send an email to faqpchr @. For more information go to: Human Relations Website:
Work :

No

Employment Type :

Full-time