Operations Manager

Job Description

Essential Functions

Management

• Works to develop employees under their supervision.
• Assigns projects and priorities; addresses blockers.
• Identifies and advocates for unit needs.

Operations

• Manages roadmaps for the infrastructure project portfolio related to departmental priorities in collaboration with PMs, leadership, and operations staff, and constituent stakeholders. Coordinates the development and implementation of major project timelines where appropriate.
• Follows effective relationship and project management processes, including appropriate metrics and tools to report on the effectiveness of those relationships, projects, and project portfolio.
• Conducts regular reviews, priority-setting, and planning sessions with departmental partners. Serves as an advocate for those priorities/plans.
• Analyzes performance of activities within their area and documents resolutions, identifies and remediates problem areas, and devises and delivers solutions to enhance quality of area’s services.
• Monitors request handling and escalation policies and procedures; manages the processing of incoming requests to ensure courteous, timely, and effective response.
• Tracks and analyzes status and trends and generates reports for internal and external audiences.
• Keeps their supervisor informed of current and potential issues, activities, operational outages, and any other risks that might jeopardize project success or impact IT service delivery.
• Ensures excellent project documentation.
• Serves as Operations’ primary representative on cross-PMO planning, processes, and Project Health Check..

Relationship Building

• Maintains collaborative and consultative relationships with Operations, central IT groups, Governance PMO, and departmental IT groups.
• Gains an understanding of the goals, strategies, processes, and requirements of the department to which they are assigned.
• Reports regularly to departmental leadership and OIT Operations on projects, services, and support.

Qualifications

We care more about what you can do than where you learned how to do it.  That said, a bachelor’s degree is a good foundation for the work, and job-related experience around the competencies above is acceptable as well.  The ideal candidate will have at least three years of supervisory, management, and/or project management experience. Relevant degrees, coursework, or certifications are a plus.

Competencies, Knowledge, Skills and Abilities

• Proven track record managing complex projects.
• Ability to solve business problems and develop user/business-driven technology strategies and plans.
• Broad knowledge and facility with operational and/or enterprise IT including foundation in core IT concepts such as networking, security, application development/implementation, data management, etc.
• Strong written and oral communication skills (including ability to present ideas in user-friendly, business-friendly and technical language) and interpersonal skills with a focus on rapport-building, listening and questioning skills.
• Proven analytical and problem-solving abilities, including ability to anticipate, identify, and solve critical problems.
• Supports and expands a culture that is supportive of diversity, equity, and inclusion where employees from all backgrounds can succeed and thrive.
• Exceptional customer service orientation.
   

Additional Information

Salary Range: $100,000-$120,000

Salary cannot exceed $120,000

All applications must include a cover letter. Applications without a cover letter will be considered incomplete. 

Did you know?
● We are a Public Service Loan Forgiveness Program qualified employer : 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities

● We offer Comprehensive health coverage for employees and their eligible dependents
● Our wellness program offers eligibility into the discounted medical plan
● Employees receive paid vacation, sick leave, and holidays
● Generous retirement savings options are available

*The successful candidate must be a city of Philadelphia resident within six months of hire
Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race,
ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr @phila.gov. For more information, go to: Human Relations Website:
http://www.phila.gov/humanrelations/Pages/default.aspx