Service Delivery Improvement Manager

Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

• Impact - The work you do here matters to millions. 
• Growth - Philadelphia is growing, why not grow with it? 
• Diversity & Inclusion - Find a career in a place where everyone belongs.
• Benefits - We care about your well-being.

Agency Description

The Managing Director’s Office of Transportation and Infrastructure Systems (OTIS) is charged with driving change through our transportation and infrastructure systems. OTIS leads a portfolio of departments, including Streets Transportation, Streets Sanitation, Philadelphia Water Department (PWD), and Office of Multimodal Planning (OMP) to provide cost-effective quality services with a focus on the resident. OTIS is the home department for the Infrastructure Solutions Team (IST) which leads a cross-departmental group supporting the City’s engagement with the Federal Bipartisan Infrastructure Law (BIL) to ensure that these investments grow generational wealth for Philadelphians.

OTIS collaborates with a wide variety of partner entities within the Administration, including the Office of Innovation and Technology, Office of Sustainability, Police, Fleet Management, Parks and Recreation, and Commerce among others.  External partners include the Southeastern Pennsylvania Transportation Authority (SEPTA), Pennsylvania Department of Transportation, Philadelphia Gas Works, Philadelphia Industrial Development Corporation and many more.

As an office environment, OTIS provides a unique opportunity for individuals who want to make meaningful and visible change in the place where they live. OTIS is staffed by people who believe that investments in the built environment can lift up communities and prepare our city for a vibrant, sustainable and equitable future.

Job Description

Position Summary

The Service Delivery Improvement Manager position is best suited for a highly motivated, flexible, creative, and independent candidate with excellent communication, interpersonal, and project management skills to drive effective and efficient responses to special projects.  The work will involve planning, coordination and implementation of demonstrations and trials exploring improvements to delivery of city services, management of the right-of-way for unconventional, time-limited activities such as outdoor dining and non-routine transportation needs, and support for special events when required.  

The role may involve delegation to teams responsible for developing and/or implementing innovation.  This Manager will frequently be assigned to organize and lead coordination efforts across departments and entities to implement and trouble shoot deployment.  This work may or may not involve the implementation of new technologies.

This position will be staffed in OTIS but may be assigned to work under other Department leaders and/or their deputies as needed. 

Essential Functions

Planning and Diagnosis

• Confer with the Managing Director, Deputy Managing Directors and select department leads to map out service delivery and operational challenges and match these to Administration Priorities
• Prepare and maintain a prioritized work plan in consultation with Deputy Managing Director identifying candidate initiatives, key partners and proposing timelines and resource requirements.
• Convene and organize among department leads and problem owners to define specific challenges that can be improved through focused collaboration across multiple entities.
• In special circumstances stand up deep-dive diagnostic work on behalf of the Managing Director’s Office (MDO) to support improved delivery of clearly defined services and responsibilities that require improvement.

Collaboration and Communication

• Facilitate internal and external engagement to organize teams around advancing initiatives, demonstration efforts and other initiatives to set