Client Service Director

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Client Service Director (ITD/SDOT)
Salary: $102,458.16 - $169,023.59 Annually
Location: Seattle, WA
Job Type: Civil Service Exempt, Regular, Full-time
Department: Seattle Information Technology
Job Number: 24
Closing: June 26, 2018 4:00 PM Pacific
Position Description
Department Overview:
The City of Seattle is seeking qualified candidates for the position of Client Service Director in Seattle Information Technology (Seattle IT), in support of the IT requisites of the City's Seattle Department of Transportation (SDOT). SDOT is responsible for the City's transportation systems, including roads, bridges, the city's system of traffic signals, and moving people and goods efficiently and safely, and using technology wherever possible to overcome transportation challenges. A vital component to the SDOT charge to remaining a benchmark public transportation organization is innovation. Leading that charge will be this Client Service Director, a position responsible for establishing SDOT's technical vision and aligning technology solutions with SDOT's business needs.

Seattle IT provides technology leadership for the City enterprise, developing common standards, architectures, and business solutions; focused on developing scalable, sustainable solutions that enable departments to deliver City services more efficiently and effectively to constituents. Seattle IT harnesses the power of technology and telecommunications to facilitate City government serving Seattle's residents and businesses. Seattle IT is responsible for Citywide technology governance, strategic planning and policy development, and programs that promote technology literacy and public access to government information.

The City's consolidated IT operations is 700 strong providing professional technology services across City government and beyond. We are looking for a talented professional who has a passion for service, community, and technology to join our exciting team.
Job Responsibilities:
We are looking for a Client Service Director (CSD) to support a critical business department customer, SDOT. The CSD is responsible for working with SDOT to understand their needs and to ensure those needs are reflected in SDOT's work plan and Seattle IT service level agreements. In this role, you will serve as a \"trusted advisor,\" and lead prioritization of IT initiatives based on organization(s) needs/strategy, IT workload and budget planning, while representing Seattle IT by promoting our mission, vision, values, principles and priorities.

This role will partner closely with SDOT staff and the Executive Team, acting as a thought leader to align technology solutions with business strategies; establish and maintain a strategic relationship with appropriate level key stakeholders and Seattle IT; ensure the business need is conceptually addressed by the technical solutions; represent the business strategies and priorities to Seattle IT; ensure IT solutions support the City's short-term and long-term business goals/strategy ad align with IT strategy; and manage stakeholder's perceptions with all Seattle IT services.

As the CSD, you must be able to communicate clearly, negotiate, listen, mitigate conflict, build alliances, have an in-depth knowledge of Seattle IT services, and achieve desired results using strong interpersonal and diplomacy skills. Successful candidates will possess a strong understanding of business functions, can demonstrate experience building trusted relationships with multiple roles in the business unit, and be passionate about coaching and motivating others to work collaboratively, and deliver IT solutions and premier customer service.

Key Responsibilities
  • Maintain a knowledge of Department's business and upcoming plans.
  • Develop the Department's annual IT workplan with the Department's leadership.
  • Orchestrate the project concept and intake process to the Project Management Office for new projects and assist in the resolution of complex service requests.
  • Act as the department's central point of contact in the identification, coordination, and resolution of strategic IT issues; make recommendations to the CTO and Department Director regarding the full scope of technology issues and services.
  • Maintain a strong knowledge of domain-specific technology trends and developments.
  • Monitor the level of service provided to departments and working with Seattle IT service owners on behalf of Department to escalate and resolve issues.
  • Communicate with IT leaders and project managers, and other stakeholders to ensure awareness of progress, risks, and results.
  • Participate and contribute to business client leadership meetings.
  • Understand and anticipate direction of the business area(s)/unit(s), identifies opportunities and makes recommendation to support desired future state.
  • Work with stakeholders and technical resources to cultivate appropriate solution required to meet business goals.
  • Promote business knowledge of IT process, roles, and procedures to ensure the best possible outcome.
  • Act as an advocate for business needs and required results.
  • Identify and mitigate potential problems and conflicts with IT delivery.
  • Lead and champion change management activities.
  • Work with the business and Seattle IT to develop clear, business-focused SLAs.
  • Negotiate agreements and commitments by facilitating communication between business stakeholders and Seattle IT, from initial requirements to final implementation.
  • Ensure stakeholder's expectation are set and identify and resolve disconnects through negotiation of governance mechanisms.
  • Report IT Performance (monthly, quarterly, annually, and as needed).
  • Develop, motivate, and direct IT team members.
NOTE: Equivalent combinations of education/experience/training will be considered for the required qualifications except where specifically noted.
Education: Bachelor's degree in Computer Science, Business Administration, or a closely related field.
  • 10 years internal/external IT experience.
  • 5+ years' experience successfully leading large, complex projects or programs and/or in business/IT consulting/management roles.
  • Demonstrated experience with knowledge in business requirements and IT processes, as well as familiarity with the transportation industry.
  • Proven in-depth proficiency in leadership, communication, and relationship-building skills.
  • Detailed knowledge of project management and business analysis.
  • Ability to build trust and engagement with executives, customers, peers and team.
  • Seizes opportunities to coach and mentor.
  • Ability to produce high quality deliverables while maintaining schedule commitments.
  • Experience in creating strong working relationships with business units, technology teams and stakeholders.
  • Strong oral and written communication skills to convey technical information to non-technical staff or customers,
  • Proven ability to proactively solve problems and recommend solutions. Strong analytical and critical thinking skills. Process orientation with strong attention to detail.
  • High energy; able to deal with demanding pace, ambiguous environments or unclear processes, changing priorities, and the ability to remain calm under pressure.
  • Ability to maintain confidentiality and a sense of humor, use good judgment and discretion, and interact with diverse workforce within the City and customer base.
NOTE: Employment contingent upon successful completion of comprehensive background investigation in compliance with Seattle's Fair Change Employment Ordinance SMC 14.17. Background investigation includes CJIS certification conducted under the purview of Seattle Police Department.
Additional Information
Desired Qualifications:
  • Expert knowledge in transportation information systems.
  • Experience with managed services contracts and Service Level Agreements.
  • Experience with vendor management, software selection, and technology project implementation.
  • Familiarity with Accela, Siemens traffic management systems, and Hansen software systems.
  • Working knowledge of mapping, geographical information systems (GIS) and Microsoft applications and systems.
  • Experience working for a transportation-related agency or other government/public sector experience.
Special Conditions:
  • Ability to work non-business hours.
  • Ability to work On-call.
  • Occasional travel to offsite facilities and remote locations may be necessary.
The City of Seattle offers an excellent benefit package. This includes an option of four medical plans, two dental plans, vision care, and membership in the City's Employee Retirement System. Employees are afforded ten paid holidays plus two personal holidays; vacation and sick leave hours accrue with service time; this position is eligible for Executive and Merit Leave. Additional benefits such as Life Insurance, Long Term Disability, Accidental Death & Dismemberment, Flexible Spending, Deferred Compensation, etc. are also available with minimal cost to employees.
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.

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