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Senior Program Manager

3 months ago

Carlsbad, United States City of Carlsbad Full time

The Position

Carlsbad -The Community:

This nearly 40 square mile city is ideally situated in north San Diego County with an approximate population of 115,000. It offers a great climate, beautiful beaches, lagoons and abundant natural open space. World class resorts, family attractions, well planned neighborhoods, a diverse business sector and a charming village atmosphere combine to create the ideal California experience.


A full-service city, Carlsbad has its own police and fire services, a water district, parks and recreation, and library and cultural arts departments, in addition to standard administrative and public works functions. 

DEI Statement: 
The City of Carlsbad embraces diversity, equity and inclusion in the workplace and recognizes the vital relationship of a culturally diverse, engaged work environment and innovative excellence. A diverse, equitable and inclusive work climate comprises personal experiences, values, and views shaped from differences of culture and circumstance. Our organization appreciates belonging, creativity, recognition and retention of its employees and is committed to hiring and developing motivated, productive and talented employees who provide services and enhance our quality of life. We work to embrace open and equitable access to opportunities for learning and development as our responsibility and goal. 

 
The Department and Position:
The city's Information Technology department connects Carlsbad by delivering innovative technologies to internal and external customers. The Client Services Manager manages and oversees the service and support program and staff of the department. This key position serves as an ambassador for the IT department and works across the city to provide effective communication on technology matters. The ideal candidate for this role is a big picture thinker with an innovative mindset and the ability to establish and maintain cooperative trusting relationships throughout the city in order to ensure a proactive approach to client success.

Key Responsibilities

Implements and manages the service and support lifecycle through the use of the Service Now IT Service management platform ensuring ITIL methodologies and procedures are in place and followed. Leads and manages strategic shift to proactive customer success and experience model, with a mandate to formulate an end-to-end user experience vision. Simplifies and strengthens customer experiences and builds customers' trust by listening to feedback, understanding reasons for dissatisfaction, and identifying opportunities to improve. Duties may include planning, coordinating and monitoring the work activities of the Client Services team and assisting the Client Services team and technical support staff to answer questions regarding Information Technology department policies and procedures. Acts as a resource to guide, instruct and train the client services team and technical support staff on existing and new Information Technology department procedures, processes, and workflows. Develops, implements, and maintains major customer service and outreach initiatives for Information Technology support services. Collaborates with departmental project managers to coordinate rollouts of new technology, systems and deployments. Supports city Departments and Information Systems staff on technology-related projects. Manages incident, request, escalation, and resolution processes, ensuring high levels of performance in these processes, accurate reporting, and establishing service improvement activities when required. Develops and maintains effective customer service level agreements, making adjustments as technology and policy changes occur. Provides regular and accurate reporting on service performance and verifies operations against Service Level Agreements. Manages major support incidents, ensures coordination and resolution, and effectively communicates to stakeholders and oversees post incident review. Assigns work, establishes goals and reviews performance. Identifies and implements staff development needs. Performs project and policy analysis, which includes: conducting research; identifying and raising pertinent issues; summarizing findings and presenting results. Oversees ongoing development and management of customer training program, online licenses and materials. Conducts and reports on periodic customer satisfaction surveys and recommends changes in policy, workflow processes and technology. Regularly reviews service reports and makes recommendations for change in hardware and software, configurations, policy and procedure to continuously improve customer service and experience. Coordinates groups of related projects to ensure that the goals and objectives of assigned program(s) are met by performing the duties personally, through other team members or by working with employees. Chairs and leads the Technology Users Group. Chairs, leads or provides professional guidance and expert assistance to project teams and provides expert reporting to department leadership. Stays abreast of emerging technologies and trends, making recommendations for new tools and systems that can enhance IT service delivery and client satisfaction.  Manages relationships with external vendors and service providers, negotiating contracts, and ensuring the quality and reliability of outsourced services.  Coordinates seamless operation of audio and video technology supporting city facilities and public meetings.  Oversees the scheduling of on-call after-hours support, always ensuring coverage, and handles the escalation of issues to appropriate teams or personnel for timely resolution. 

Qualifications

Knowledge of:

Solid understanding of ITIL framework with advanced knowledge of service management, service catalog, asset management, configuration management and change management processes. Effective management and supervision of staff including recruitment, mentoring, training, target setting and performance assessment. Principles and practices of organization, administration, budget and personnel management. Technical computer training concepts and methodologies. Computer hardware, printer and support operations. Applicable Federal, State, and Local laws, codes, rules, and regulations. Government management principles. Establishing and executing the governance framework for projects and programs using best practice project management methods. Analytical methods including research and statistical methods. Effective oral and written communication techniques including presentations. Organizational strategies. Abilities:
Managing and motivating service teams to help individuals realize their best potential and achievements. Establishing and maintaining positive and collaborative working relationships. Writing, compiling and presenting reports. Monitoring compliance with applicable governmental regulations (Human Resources rules, requirements, job class specifications). Managing projects including monitoring scope, resources and outcomes. Collecting, compiling, analyzing, organizing, and presenting data. Advanced skills in financial management and budgeting. Communication, interpersonal skills as applied to interaction with coworkers and supervisor. Navigating and making course corrections in current and future planning. Garnering trust and building confidence in staff and clients. Using computers and related software applications.

Experience & Education

Bachelor's Degree in a related field and 5-7 years of professional experience managing the services and support delivery of an Information Technology division in a large organization, and/or comparable experience. A Master's degree is desirable.
 
Experience with a demonstrated ability to recruit and manage a high performing team that provides an excellent customer experience throughout all levels of the service and support lifecycle.
 
Experience implementing and managing the service and support lifecycle through the use of the Service Now IT Service management platform is highly desirable.