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.