Job Information
City of New York Client Services Manager in New York, New York
Job Description
NYCHA’s Business Client Services (BCS) seeks a motivated professional experienced in building and maintaining positive business relationships with senior stakeholders from within a large organization, to serve as a Client Service Manager (CSM) focusing primarily on promoting Resident Technology and Digital Equity Partnerships and supporting NYCHA’s Operations teams.
Reporting to the Director of Business Client Services, the CSM will function as the central point of contact and escalation for their assigned customer portfolio, including business-driven technology needs and IT technical issues. The CSM meets regularly with their assigned customer departments to build trust and facilitate the smooth delivery of IT services and communications to their clients. The CSM collaborates with other units within IT to represent the voice of the customer. In addition, the CSM will serve as point of contact for resident broadband, digital equity, and other resident-impacting initiatives.
Responsibilities will include, but are not limited to the following:
Business Relationship and Customer Experience (CX) Management:
Build and maintain trusted advisor relationships with partner stakeholders such that IT activities and projects are closely aligned with the business departments' strategy.
Serve as the IT single point of contact for assigned customer portfolio to provide guidance on new requests, escalation of major issues, and senior leadership engagement.
Work with BCS Director and other CSMs in the BCS Team to build out client interaction models based on IT service management best practice processes and procedures and recommend improvements in other IT areas to focus service delivery on human-centered design and customer experience.
Maximize the perceived value of IT by improving customer engagement and proactive communication across all channels.
Participate in regular client meetings to support IT service delivery. Deliver reports to Senior IT and non-IT stakeholders about client portfolio health as needed.
Work with other IT units to help build IT Service Management processes that center on customer experience, including developing and performing analysis through customer journey maps, leading product focus groups, and conducting feedback surveys.
Measure client satisfaction through appropriate key performance indicators, including, but not limited to, Voice of the Customer (VOC) and satisfaction (CSAT) surveys, Net Promoter Score (NPS), and Customer Effort Score (CES).
Maximize user adoption of IT products and services, promoting their effective use while maintaining a streamlined customer/user experience.
Utilize and develop intelligent tools to identify CX trends and opportunities for establishing deeper, lasting relationships with IT.
Assist IT Operations in conducting performance and risk evaluations for IT changes based on understanding of customer needs. Identify and mitigate potential risk during the transitioning of IT services and provide guidance to customers to minimize disruptions during unplanned or emergency IT service changes.
Assist in the creation of Agency Service Level Agreements (SLAs) to align with business needs of customers.
Support IT initiatives for NYCHA’s Resident Roundtable, attend meetings, and action follow-ups as needed.
Manage existing on-site digital vendor relationships and operations.
Foster relationships with technology partners and IT/public service-based programs to expand opportunities for residents.
Oversee the effort to expand digital inclusion, managing relationships within NYCHA to create opportunities and connections to close the digital divide for NYCHA residents across the city.
Technical and Process Management Skills:
Leverage ServiceNow or other IT Service Management systems and platforms to report on IT service utilization; use this data to anticipate IT services demand and increase the IT Department’s responsiveness.
Work with customers to develop business cases for their technology solutions requests and guide them to proper service request avenues.
Work with Business Analysts and Project Managers to manage client expectations around request pipeline and fulfillment timelines, including working with the business client to help prioritize their requests.
Cultivate stakeholder relationships with other IT and business project managers to support project-related client engagements, stakeholder meetings, product rollouts, and data tracking and reporting.
Work with resource managers and project leads to manage risk and effectively meet deadlines.
Working with their BCS Director, collect client feedback and adjust future business client solutions accordingly.
Provide regular client status updates to BCS Director, ITSM Vice-President and other senior stakeholders.
Broadband Initiatives:
Coordinate with internal NYCHA stakeholders (Asset and Capital Management, Legal, Resident Engagement, Operations, and Intergovernmental Affairs) on existing broadband infrastructure management.
Collaborate with City partners to establish clear parameters, reporting and accountability for expanding broadband initiatives.
Ensure clear and accurate communication between internal NYCHA stakeholders and external partners.
Coordinate new license agreements and design approvals with ACM, Legal, Resident Engagement, and Operations.
Collaborate with New York City’s Office of Technology & Innovation (OTI) to align long-term strategic goals for technology and broadband access for NYCHA residents.
Additional Information
Candidates with permanent civil service status in the title of Computer Systems Manager NM 1 will also be considered.
NYCHA employees applying for promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable).
NYCHA residents are encouraged to apply.
NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS).
Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position.
IT SERVICE MANAGEMENT SPECIALI - 95713
Qualifications
A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;
A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;
Education and/or experience which is equivalent to "1" or "2" above.
Additional Information
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.
