Job description

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 CANDIDATE

The 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!

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