Information Technology Manager (Customer Experience, Program & Portfolio Manager)

Salary : $148,128.00 - $185,160.00 Annually
Location : City of Pasadena, CA
Job Type: Full -Time
Job Number: 25-120
Department: Information Technology
Division: Customer Support
Opening Date: 02/25/2025
Closing Date: Continuous

The City of Pasadena seeks a Customer Experience, Program & Portfolio Manager to lead the Department of Information Technology's (DoIT) Customer Experience and Program Management Office (PMO). This key leadership role will be responsible for elevating the customer experience for over 2,400 employees and 17 departments, while also driving the maturity of DoIT's program and portfolio management capabilities. Leading a team of 7 professionals, this individual will oversee the PMO, and special initiatives focused on enhancing customer satisfaction, program and portfolio management, IT governance and strategic planning. As a member of the senior IT leadership team, the position will play a critical role in shaping DoIT's overall strategy and contributing to the achievement of the City's broader business goals.

Key Responsibilities:

• Customer Experience Leadership: Develop and implement strategies to provide an exceptional customer service experience for all City employees and departments.
• Program & Portfolio Management Advancement: Enhance PMO practices to drive successful project delivery. This includes implementing standardized project management methodologies and resource management across all IT projects, along with leading IT governance and ITSM best practices.
• Strategic Consulting & Collaboration: Partner with City departments to understand their technology needs, ensure alignment between IT and departmental goals, and provide consultative guidance on implementing effective solutions. Develop and maintain a strong customer management framework to support these partnerships.
• Team Leadership & Development: Lead, mentor, and develop a high-performing team of IT professionals, fostering a culture of collaboration, innovation, and continuous improvement.

The City offers outstanding benefits, including 9/80 schedules with alternative Friday's off and a Hybrid Work Program. Learn more about working for the Department of Information Technology here

IDEAL CANDIDATEThe ideal candidate will have experience leading a team of IT professionals implementing projects and managing operations of a Program Management Office (PMO). This person must be able to demonstrate strong leadership ability, excellent communication and interpersonal skills, strive to provide top-notch customer service, take initiative, be a team player, and possess a strong work ethic.

HOW TO APPLY

Please apply as soon as possible and submit your application, resume, and professional references that will be contacted later in the process.
Please note: This recruitment is open until filled, with a first review of applications scheduled for March 20, 2025. Apply now!
Essential Functions
The major responsibilities of this position are listed below. For more detailed information, please review the

• Plans, organizes, controls, integrates and evaluates the work of the assigned technology section; with staff, develops, implements and monitors work plans to achieve goals and objectives; contributes to the development of and monitors performance against the annual department budget; supervises and participates in developing, implementing and evaluating plans, work processes, systems and procedures to achieve annual goals, objectives and work standards.
• Manages the performance of staff; interviews and selects new staff; establishes performance requirements and personal development targets; regularly monitors performance and provides coaching for performance improvement and development; recommends compensation and provides other rewards to recognize performance; hears and makes recommendations on second-level grievances; subject to management concurrence, approves or takes disciplinary action, up to and including termination, to address performance deficiencies, in accordance with City human resources policies and labor contract agreements.
• Provides day-to-day leadership and works with staff to ensure a high-performance, customer service-oriented work environment that supports achieving the department's and City's mission, objectives and values; applies process improvement and quality management principles to assigned areas of responsibility.
• Participates in the formulation and implementation of departmental strategic plans, goals and objectives to achieve the City's and department's strategic plan; leads and directs staff and outside consulting resources in the development and application of new methods and processes to achieve higher efficiency, productivity and customer service in department work processes.
• Meets with customers to review current and future development and enhancement needs and to stay abreast of their business and operating requirements; coordinates information systems activities with other departments to optimize performance and use of installed systems in meeting customer needs; provides expert technical information, guidance and support to other departments as needed.
• Stays abreast of emerging trends and advancements in information and computing technologies and their capabilities.
• Within Customer Service Division, responsible for providing responsive and high quality planning and project management services, including needs, analysis, planning, development and implementation oversight of large-scale technology projects as part of a project management office.

Qualification Guidelines
COMPETENCIES

The following list represents the core competencies needed for success in this position.

• Customer Focus- Attending to the needs and expectation of customers
• Leveraging Technology- Applying technology for improvements in organizational efficiency and effectiveness
• Organizational Systems Thinking- Comprehending the organization as a system of integrated and interdependent functions
• Project Management- Ensuring that projects are on-time, on-budget, and achieve their objectives
• Leadership- Guiding and encouraging others to accomplish a common goal
• Managing Performance- Ensuring superior individual and group performance

EDUCATION, TRAINING AND EXPERIENCE

Minimum Qualifications:

• Graduation from an accredited four-year college or university with a major in management information systems, computer science or a closely related field; and
• Seven years of progressively responsible experience in information systems, at least one year in a supervisory or project management capacity; or an equivalent combination of training and experience.

Desirable Qualifications:

• Project Management Professional Certification (PMP)
• ITSM/ITIL Certification
• Diverse Technology background
• Strong Customer Service background

SELECTION PROCESS

The selection process will consist of application evaluation, an oral panel interview, and a department level interview.

VACANCY INFORMATION

The current vacancy is in the Customer Service Division of the Department of Information Technology.

The resulting eligibility list from this recruitment may be used to fill this vacancy and similar vacancies in the future.

Special Requirements
Must possess a valid California Class C driver's license and comply with the City's Motor Vehicle Safety Policy during the course of employment.

For certain assignments, successful completion of a comprehensive background investigation is required, including a review of employment history, criminal conviction record, use of intoxicants and/or other controlled substances. In these cases, incumbents may be asked to work at secure locations and access highly confidential materials and information, in addition to working on systems that have citywide impacts.
Effective January 1, 2013, new members to CalPERS or an agency with CALPERS' reciprocity or who have more than a six month break in service between employment in a CalPERS (or reciprocal) agency will be subject to the provisions of the Public Employees' Pension Reform Act of 2013 (PEPRA) and will receive the 2% @ 62 benefit formula.

Employees who are current members of CalPERS or an agency with CalPERS' reciprocity, or who have less than a six month break in service between employment in a CalPERS (or reciprocal) agency and employment with the City will be enrolled in the 2.5% @ 55 benefit formula.

All employees are required to pay the full employee contribution to CalPERS.

Click link below to review the City's excellent benefits package

The City is closed on alternate Fridays and most staff observe a 9/80 work schedule.
01

What best describes your experience in information systems?

• Less than 7 years
• 7-10 years
• 11-13 years
• More than 14 years

02

What is your highest level of education achieved?

• High School diploma or equivalent
• Some college (Technical)
• Associate's degree
• Bachelor's degree
• Master's or advanced degree

03

What best describes your years of supervisory experience?

• No supervisory experience
• Less than 1 year
• 2-4 years
• More than 5 years

04

Describe your experience managing a Program Management Office (PMO). Include your role and timeframe.
05

Describe your experience leading customer experience related initiatives. Include your role and timeframe.
06

Do you possess a Project Management Professionals Certification (PMP)?

• Yes
• No

07

Do you possess an ITSM/ITIL Certification?

• Yes
• No

Required Question