Client Engagement Manager (ITP-A, Exempt)

City of Seattle - Seattle Information Technology Department   Seattle, WA   Full-time     Information Services / Technology (IT)
Posted on May 17, 2023

Client Engagement Manager (ITP-A, Exempt)

Salary
$51.89 - $77.84 Hourly

Location 
Seattle, WA

Job Type
Civil Service Exempt, Regular, Full-time

Job Number
2023-00990

Department
Seattle Information Technology

Opening Date
05/17/2023

Closing Date
5/30/2023 4:00 PM Pacific

Position Description

Are you a strategic problem solver, someone that is passionate about public service and is ready to partner with executives and drive impactful work? If so, we are looking for you! Seattle Information Technology (IT) is seeking candidates for our Client Engagement Manager (ITP-A, Exempt) opening within the Client & Community Engagement Division. 

As a city, Seattle is known as a dynamic leader in technology, innovation, and the environment. As an employer, the City of Seattle is leading local government in environmental stewardship and social justice among other things, making our city what it is today and shaping our exciting future. The organization’s workforce plays a meaningful role in making this possible. 

Seattle IT is a trusted partner that provides secure, reliable, and compliant technologies enabling the City of Seattle to deliver equitable and responsive services to the residents of Seattle. This purpose statement is a simple declaration of who we are and why we do our work. It is intended to be a guide that helps us to not lose sight of why we perform everyday tasks or to invest effort to tackle difficult problems. It emphasizes that our existence as a department is to support our City partners. It reminds us that we are part of a larger organization that collectively is working towards improving the lives of the residents of our city. The 600+ strong professionals in Seattle IT are involved in the full spectrum of a modern IT enterprise offering many dynamic career opportunities. We hope you’ll join us! 

Job Responsibilities

The Client Engagement team performs a variety of enterprise-level support to the 30+ City departments that utilize Seattle IT services. Support includes helping client departments navigate the many different aspects of IT. This can include project intake, adoption of technology tools, strategic road mapping, and client-facing outreach to name a few. In many cases, it can be a simple show. Work spans broader planning efforts as well helping to facilitate more detailed individual work requests. 

In this role you will lead a team that provides a consistent, shared client support model for Seattle IT’s business customers. The team brings together multiple disciplines to provide pooled, best in class client support with an emphasis on furthering self-service options and promoting standardized citywide technology solutions. The Client Engagement Team provides both department- and client-facing services: we are connecting clients with technology solutions, and when looking within our organization will foster a more direct relationship with IT services leadership and our technology consumers. 

Key Accountabilities and Responsibilities: 

Strategic Leadership 

  • Take an enterprise-wide approach to enable solutions that scale across the City while always remaining customer centric 

  • Have excellent judgement about which creative ideas and suggestions work to drive innovation for our customers and within our department 

  • Maneuver through complex political situations with varying interests 

  • Establish data driven decisions and process improvements with a keen sense of what is practical in an organization that embraces change 

  • Strike a balance between our clients’ needs and with your IT counterparts ensuring awareness of IT standards and safeguards to provide for the integrity of our systems and data 

  • Adept at financial management, with an understanding of customer centric costs, as well as forecast and actuals budget oversight for the team 

Resource Management 

  • Operational management and oversight of the Client Engagement Team 

  • Be instrumental in leading, mentoring and developing this team to its fullest potential 

  • Oversee career development, performance management and performance review process for the team 

  • Ensure technical proficiency and productivity of the team and arranging training development plans for each function 

  • Establish and maintain continuous improvement processes 

  • Regularly consult with Seattle IT functional teams on current and future work plans, with to help inform client communications work requests, and educate our IT teams on business objectives 

  • Enhance transparency around the business of IT 

  • Relationship Management 

  • Establish and maintain relationships with leaders and peers in Seattle IT and City Departments 

  • In conjunction with our governance activities, build a consistent client experience across IT services and systems 

  • Provide education regarding our services, utilization, engagement, accomplishments, and overall value to the organization 

  • Help facilitate strategy discussions with our customers and IT service providers 

Qualifications

Your effectiveness in this role will depend on your ability to:  

  • Influence partners, and drive decisions to closure  

  • Inspire innovation and creativity  

  • Communicate effectively and through all level of the organization  

  • Have a high degree of emotional intelligence (EQ)  

  • Lead, mentor and develop staff 

  • Inspire and create a high-performance culture  

  • Work independently and prioritize responsibilities while proactively communicating to partners  

  • Move executive and senior management to action  

You will be prepared for this role if you have the following knowledge and skills:  

  • Familiarity with IT program/project management skills and project portfolio management  

  • Familiarity with IT industry, application lifecycles, and ITIL methodology  

  • Experience with data driven analysis, and continuous improvement  

  • Passion for customer service.  

  • Business acuity and political awareness  

  • Problem solving and issue resolution  

You will be most successful in this role if you have below areas:  

  • Public sector experience  

  • Bridging the divide between business, public sector and policy  

  • Leadership enabling customer centric solutions and/or management  

  • A Bachelor’s or advanced degree relevant to Management Information Systems, Systems Development, or Project Management or a combination of education and experience that demonstrates the ability to perform the position duties  

  • Knowledge of Seattle IT teams, products, services, and the City budget process. Expertise in Seattle IT’s service offerings and using the Service Hub is a plus. 

Additional Information

Salary: 

  • The full salary range for this position is $51.89 - $77.84 per hour.  

  • Salary will be determined based on talent, experience, knowledge, skills, and internal equity. 

Why work at the City of Seattle? 

The City of Seattle recognizes every City employee must play a role in ending institutional and structural racism. Our culture is the result of our behavior, our personal commitments, and the ways that we courageously share our views and encourage others to do the same. To cultivate an antiracist culture, we seek employees who will engage in the Race and Social Justice Initiative by working to dismantle racist policies and procedures, unlearn the way things have always been done, and provide equitable processes and services. 

The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans. 

Application Process: 

For optimal consideration, we encourage you to include a cover letter and resume with your application. We encourage you to use your cover letter to discuss why you want to do this work and how you meet the qualifications for the position. Your resume should summarize the talent, experience, knowledge, and skills you bring to this work. Apply online at https://www.governmentjobs.com/careers/seattle/ 

If you have any questions, please contact Jody Barlow at Jody.Barlow@seattle.gov. 

Workplace Environment (Telework Expectation): This position offers the flexibility of a hybrid work schedule. At this time, hybrid telework schedules have a minimum requirement of two days onsite per week. Individual schedules will be based on operational needs and agreement between the employee and their supervisor. 

This hiring process involves a background check of conviction and arrest records in compliance with Seattle's Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided with an opportunity to explain or correct background information. 

Who may apply: This position is open to all candidates that meet the minimum qualifications. The City of Seattle values different viewpoints and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. The City encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. 

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Agency
City of Seattle
Address
Seattle Municipal Tower
700 5th Avenue, Suite 5500
Seattle, Washington, 98104
Website
http://www.seattle.gov/jobs

City of Seattle - Seattle Information Technology Department

Seattle , WA
https://www.seattle.gov/