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
ManagementSupports and expands a culture that is supportive of diversity, equity, and inclusion where employees from all backgrounds can succeed and thriveTrains employees under their supervisionConducts performance appraisals of employees under their supervisionManages collaborative, cross-functional teams comprised of IT staff and/or business unit constituents and vendors/service providers.Product Experience ManagementEnsure product experience owners are driving the vision and roadmap for the portfolio in collaboration with technology team members, other City departments, and constituent stakeholdersCoordinate 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 onesConfirm that product experience owners are working closely with development and support teams during portfolio-related projectsAsk smart questions, take risks, and champion new ideasService Portfolio ManagementEnsure that service requirements are identified/documented and confirm the processes required to deliver the services are managedMaintain the OIT Service Catalog, including catalog updates and reporting on SLA metrics for items in the service catalogMaintain documentation of service level agreements for various OIT services and report on SLA compliance and breachesDevelop 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 ManagementBuild and maintain collaborative and consultative relationships with City departments related to the service catalog and product experienceResearch, investigate, and promote the use of existing and emerging technologies to support or enhance the partners’ operations and/or workConduct regular reviews, priority-setting, and planning sessions with City stakeholders. Serve as an advocate for those priorities, plans, and other technology needs within OITMonitor, 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 SQLDevelop and maintain dashboards, visualizations and reports for key ITSM and product experience metrics using platforms like Power BI or TableauImplement predictive analytics and machine learning models to anticipate service disruptions and optimize resource allocationEnsure data integrity and governance by developing processes for data collection, storage and analysisCompetencies, Knowledge, Skills and AbilitiesDemonstrated ability to think strategically about the application of technology to solve business problems and develop user/business-driven technology strategies and plansExceptional communication skills, with the ability to communicate technical concepts and information to non-technical audiences in a compelling and empowering wayDeep commitment to developing and delivering modern, user-centered, and value-producing technology products, systems, and services in a collaborative wayAbility to build effective relationships and strong commitment to working collegially and collaboratively with constituents at all levels in a diverse and distributed environmentAbility to compile and analyze data regarding SLA compliance and communicate that information to a wide range of City constituents