Relationship Manager

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $100,000-$103,408.

• ONLY PERMANENT EMPLOYEES IN THE COMPUTER SYSTEMS MANAGER TITLE ARE ELIGIBLE TO APPLY.

The New York City Administration for Children's Services of Office of Information Technology (OIT) department has the responsibility to provide high quality, reliable, sustainable technology services and support to meet the needs of the families and children we serve through ACS and its vendor partners and other city agencies. The IT Relationship Manager will manage IT portfolios for different programs within the agency. These portfolios include Child and Family Well-being, Division of Youth and Family Justice, Child Welfare Portfolio, Administration, Division of Policy Planning and Measurement, Division of Financial Services and Executive Portfolio. Candidate will be responsible for managing one or multiple portfolios. Candidate will also be responsible for overseeing delivery of large scale, complex, enterprise-wide projects on time, and on budget. This role relies on portfolio management, customer relations experience, technical experience, and sound judgment to plan and accomplish goals. IT Relationship Managers serve as primary point of contact for all IT related issues and projects. We liaise with the Program Areas to ensure program needs are being met and customer satisfaction is achieved.

The following duties will be required:

Relationship Management and Communication:

• Serve as a point of contact for all technology advisory needs for the assigned divisions.

• Ensure that agreed-upon expectations are established and in place with Programs/stakeholders across all projects.

• Thoroughly understanding program's business processes and the underlying business need for a technical solution.

• Work closely with all IT units to propose the best solution for that program.

• Work with other IT units (Network and Infrastructure and Business office) and liaise between IT and Program Area.

• Escalate any issues to Senior Management in a timely manner so they can get mitigated quickly.

• Meet with Divisional IT Liaisons bi-weekly to understand their needs and priorities.

• Advise programs on technology solutions/platforms that best meet their needs.

• Work with programs to assist in development of their IT Roadmap.

• Maintain business capability model and update when there are new programs.

• Assess if you can leverage existing solutions from service catalog.

• Ensure IT Alignment to the Business.

• Identify opportunities for operational efficiencies.

Supporting Project Governance

• Work with programs to get projects initiated.

• Assist programs to complete and submit project proposals and draft scope documents.

• Assist program in scoring projects using the scoring criteria to ensure alignment with agency mission and investment strategy.

• Work with other IT units to provide estimates and complete both internal and external costs (including hardware).

• Work with DCs and ACs to establish Division's IT Priorities.

• Coordinate and facilitate governance steering committee meetings and presentations.

• Prepare material for governance committees throughout project governance.

Supporting Project Success and User Adoption-stakeholder management:

• Work with programs to ensure sponsor readiness; sponsorship roadmap- (readiness, ownership, sponsorship).

• Work with programs area to ensure readiness.

• Work with programs around user adoption and usage.

• Work with programs to conduct detailed process mapping to identify gaps and re-engineer processes as needed to align with the desired state.

• Conduct business reviews to ensure program is satisfied.

• Collect success Metrics

Minimum Qualifications

1.A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or

2.A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or

3.A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or

4.A satisfactory combination of education and experience equivalent to "1", "2" or "3" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described in "1" above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described in "1" above.

In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience. Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience. However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described in "1" above.

Preferred Skills

The preferred candidate should possess the following:

• A generalist with a fluency in the technology behind enterprise computer systems which includes hardware, software development, and the project life cycle.

• Experience in technical solutions, business analysis, IT architecture and writing technical specifications.

• Portfolio management, customer relations experience, technical experience, and sound judgment to plan and accomplish goals.

• Proven client management experience.

• 4 + years of customer success management experience, preferably in a IT business environment.

• 4+ years relevant work experience in a client-facing customer success or strategic account management role.

• Strong experience in providing customers with strategic guidance.

• Proven experience in managing client onboarding and project implementations.

• An ability to grasp customers' needs and suggest timely solutions.

• Excellent project management and organizational skills in a high-pressure environment, working with high value customers.

• Able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve.

• Ability to work independently and in a strong collaborative cross-functional team environment.

• A broad knowledge of enterprise technologies and solutions.

• Strong knowledge of application architectures, enterprise architecture, release methodologies, project management, technical support, production support, client/server applications, internet and intranet applications.

• Demonstrated experience working with technical and non-technical staff.

• Outstanding collaboration and team building skills.

• Strong written and verbal communication skills.

• Ability to manage multiple tasks under tight deadlines.

• Ability to interface with executive level management and give senior level presentations.

• Lean six sigma

• Business process re-engineering.

• Knowledge of Human center design.

• 4+ years in vendor management a plus but not mandatory.

• Experience working with City of New York agencies is a plus but not mandatory.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at https://studentaid.gov/pslf/

Residency Requirement

New York City Residency is not required for this position

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.