Service Delivery Manager - Innovation, Performance & Accountability

Salary Range: $85,000 to $95,000
Posting: Open to Filled

The Department of Customer Service (DCS) Service Delivery Manager, IPA will serve as a key knowledge worker driving and leading critical initiatives for the department.  This is a strategic and analytical position reporting to the DCS Director of Innovation, Performance, & Accountability. Acting as the liaison among internal stakeholders to analyze, document, communicate, and validate business and system requirements for platform applications.  Other responsibilities contribution to department-wide reporting and analytics, knowledge-based management project management, and process improvement. Responsible for driving meaningful progress and executing tangible results on projects that make city services more customer-focused, innovative, and efficient.

Supervision Received: 

Receives guidance regarding overall mission, short and long-term objectives, scheduling, and unusual priorities. May work independently or as part of a team that meets to discuss issues related to budgets, staff, policy, and operations. Direction received is very general and focuses on strategic objectives and is typically collaborative. 

Essential Duties & Responsibilities:  these are typical responsibilities for this position and should not be construed as exclusive or all-inclusive.  May perform other duties as assigned.

• Provides positive leadership, working harmoniously with others in the Department and other organizations, and ensuring that the day-to-day activities are handled. 
• Develop project strategies, implementation plans, project scopes, and milestones.
• Service as the Point of contact for 3rd party technology vendor support.
• Develop recommendations to streamline processes and leverage technology. 
• Provides oversight in the gathering and analysis of technology requirements on behalf of the Department. 
• Lead cross-functional projects using advanced data modeling and analysis techniques to discover insights that will guide strategic decisions and uncover optimization opportunities.
• Oversee the data/report requests process: tracking requests submitted, prioritization, approval, etc.
• Build, develop, and maintain data models, reporting systems, data automation systems, dashboards, and performance metrics that support key business decisions.
• Oversee the design and delivery of reports and insights that analyze business functions and key operations and performance metrics. 
• Ensure the accuracy of data and deliverables of reporting employees with comprehensive policies and processes.
• Performs data analysis to proactively identify and/or resolver problems per operational standards and procedures.
• Collaborating with and assisting other agencies/departments in the City on matter relating to Customer Service, including development of customer service strategies and delivery of customer service improvements as needed. 

Decision Making:

• Provide input regarding decisions that impact projects relating to the Department of Customer Service.
• Follows standardized procedures and written instructions to accomplish assigned tasks. 
• Applies organizational policies; may interpret organizational policies and recommend exceptions.
• Recommend strategy or policy changes; modifies organization to achieve objective.
• Provides project guidance as required.

Leadership Provided:

Routinely provides knowledge-based guidance, and/or training to stakeholders in relation to projects and key departmental initiatives. May lead a cross-functional team to address business issues.

Requirements (Knowledge, Skills & Abilities): This is a partial listing of necessary knowledge, skills, and abilities required to perform the job successfully. It is not an exhaustive list. 

• Good communication, including writing, speaking and active listening. 
• Good project management skills, including organization, planning, time management and prioritization
• Good problem-solving skills having accuracy and attention to detail.  Team-working skills with good verbal and written communication having ability to organize and manage time effectively, demonstrating accountability and dependability.
• Self-starter, self-motivated with demonstrated ability to work independently.  Has critical thinking skills with effective judgement and decision making. 
• Working knowledge and understanding of Microsoft O365.
• Multitasking skills, ability to work under pressure. Ability to handle deadlines and avoid schedule conflicts
• Strong Mathematical skills. Ability to manage numerical data. Ability to tra