Manager – IT Service Management & Product Experience
| Company | City of Philadelphia |
|---|---|
| Location | Philadelphia, PA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- Strong technical background in ITSM, product lifecycle management, and data-driven solutions
- Demonstrated ability to think strategically about the application of technology to solve business problems
- Exceptional communication skills, with the ability to communicate technical concepts to non-technical audiences
- Ability to build effective relationships and work collaboratively in a diverse environment
- Ability to compile and analyze data regarding SLA compliance
Responsibilities
- Oversee IT service delivery and optimize product performance
- Manage collaborative, cross-functional teams comprised of IT staff and/or business unit constituents and vendors/service providers
- Ensure product experience owners are driving the vision and roadmap for the portfolio
- Coordinate requirements gathering to uncover insights about the portfolio
- Maintain the OIT Service Catalog and report on SLA metrics
- Build and maintain collaborative relationships with City departments
- Leverage advanced analytics techniques to extract insights from ITSM and product performance data
- Develop and maintain dashboards, visualizations, and reports for key metrics
- Implement predictive analytics and machine learning models to optimize resource allocation
Preferred Qualifications
- Bachelor’s degree or equivalent job-related experience
- ITIL certifications related to service or product management