Chief Digital Services Officer

Job Description

The Chief Digital Services Officer (CDSO) is an experienced technology leader responsible for driving the City’s digital transformation agenda. This role leads the design, development, and delivery of resident-facing digital services and internal enterprise systems that power city operations. The CDSO will serve as the strategic and technical champion for digital innovation, modernizing platforms, improving accessibility, and strengthening Philadelphia’s position as a nationally recognized digital government. Please note, we are looking for candidates with deep technical acumen and a foundation in modern software development. 

The CDSO reports directly to the Chief Information Officer (CIO) and collaborates closely with departmental leadership across the City to align technology modernization with operational impact.

Digital Strategy Development:

• Manage the City’s public-facing digital strategy. Develop and implement a comprehensive City-wide digital innovation strategy that aligns with key departmental business objectives. This includes setting the vision for digital initiatives, ensuring they integrate seamlessly with overall strategic planning and align with broad organizational goals. 
• Champion innovation leadership. Lead digital innovation across departmental units. Encourage creative thinking, explore emerging technologies, and identify opportunities for growth and efficiency.
• Prioritize digital equity, and accessibility. This involves creating solutions that serve all residents, regardless of socioeconomic status or abilities and using user research and data to make informed decisions.

Leadership and Team Management:

• Lead and inspire the Software Development Director and Digital Content Director, fostering a collaborative and innovative work environment.
• Oversee the recruitment, development, and performance management of the digital innovation team.
• Excel in change management. Leading teams through digital transformations requires the ability to navigate resistance, communicate effectively, and inspire confidence in the vision.

Project Oversight and Execution:

• Oversee the design, development, and deployment of cutting-edge mobile apps, websites, and software applications.
• Ensure all digital projects are delivered on time, within budget, and meet high-quality standards.
• Ensure appropriate platform management. Oversee the development and management of digital platforms. This includes evaluating existing systems, identifying gaps, and recommending improvements.
• The CDSO must align digital initiatives with broader organizational goals, anticipate future trends, and make informed decisions.

Innovation and Trends:

• Stay abreast of emerging technologies and industry trends to ensure the city remains at the forefront of digital innovation.
• Foster a culture of experimentation and continuous improvement, encouraging the exploration of new technologies and methodologies.

Stakeholder Collaboration:

• Collaborate with key stakeholders. Work closely with cross-functional partners, including the CIO and other executive team members, to drive digital initiatives. Foster collaboration, knowledge sharing, and best practices.
• Identify opportunities for digital transformation across city departments and services to enhance efficiency, accessibility, and user experience.

Performance Measurement and Reporting:

• Establish metrics and KPI’s to measure the success of digital initiatives and report progress to the CIO and other stakeholders.
• Ensure transparency and accountability in all digital projects, maintaining a high level of public trust and engagement.
• Establish and report on Return on Investment (ROI) metrics. Measure ROI for digital projects. Fine-tune approaches as needed to ensure the organization invests in the right tools and resources.
  Operations
• Coordinates the development and implementation of major project timelines where appropriate.
• Follows effective relationship and project management processes in coordination with team members and engagement managers at the City.
• Sets and monitors SLAs for production systems that the team supports.
• Collaborates with City leaders, providing infrastructure and networking support.

Qualifications

Required:

• Proven track record managing complex projects.
• Ability to solve complex business problems and develop user/business-driven technology strategies and plans.
• 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 the ability to anticipate, identify, and solve critical problems.
• Exceptional customer service orientation.
• At least 7+ years working in a similar field. At least 5 years of direct management experience, preferably 2+ at the executive management level. A strong background in digital technologies and a proven track record in digital transformation.