Deputy Chief Director of PMCOE

Virginia Information Technologies Agency•Chesterfield, VA

3d•$170,000 - $185,000•Hybrid

About The Position

The Virginia Information Technologies Agency (VITA) is excited to offer a competitive opportunity to serve as an Deputy Chief Director of PMCOE with the Customer Experience Division. The Deputy Chief Director of PMCOE serves as a senior leader responsible for strengthening project management excellence and elevating customer experience across the organization. This role oversees the development and operationalization of the Project Management Center of Excellence (PMCoE) and drives the maturity of project management practices across the Commonwealth. Acting as a strategic advisor to the Chief Experience Officer (CXO), the Deputy Chief Director ensures that project management standards, customer service operations, and organizational priorities—such as IT modernization, customer experience enhancement, and enterprise transformation—are aligned and effectively executed. This position plays a critical role in ensuring the success of high‑risk and high‑priority projects, fostering a culture of continuous improvement, and enabling consistent, high‑quality service delivery to internal and external stakeholders. This position plays a critical role in ensuring the success of high‑risk and high‑priority projects, fostering a culture of continuous improvement, and enabling consistent, high‑quality service delivery to internal and external stakeholders.

Requirements

Extensive knowledge and experience in enterprise IT governance, program and portfolio management, and organizational leadership in complex, multi-stakeholder environments.
Experience establishing or operationalizing a Center of Excellence, or an organizationally equivalent enterprise capability for program, project, or portfolio management.
Extensive experience directly supervising and leading large (25 or more full-time equivalent), diverse, multi-disciplinary teams in a high-performance, multi-stakeholder environment, with documented accountability for performance management, staff development, and organizational culture.
Extensive experience in enterprise-level budget development, planning, and financial management, including direct accountability for budget formulation and stewardship aligned to strategic priorities in a large organization or multi-agency context.
Extensive experience working with federal or state agencies, including leading cross agency initiatives or partnerships.
Extensive experience in customer experience (CX) improvement initiatives, with measurable success in increasing customer and stakeholder satisfaction and enterprise performance.

Nice To Haves

Program Management Professional (PgMP) or Portfolio Management Professional (PfMP); preferred at time of appointment.
Knowledge of Earned Value Management (EVM), project lifecycle gate reviews, and CDRL-based vendor performance models.

Responsibilities

Lead the development, implementation, and continuous improvement of the PMCoE to advance project management maturity across the Commonwealth.
Ensure project management practices support enterprise‑level goals, including IT modernization, customer experience transformation, and operational excellence.
Serve as a senior advisor to the CXO on project governance, customer service strategy, and organizational performance.
Provide mentoring, oversight, and risk management for high‑risk and high‑priority projects.
Develop and maintain risk management reporting, dashboards, and monitoring tools to support executive decision‑making.
Ensure alignment, accountability, and transparency across all phases of major projects.
Strengthen customer service operations by promoting consistent service standards, responsive communication, and continuous improvement.
Collaborate with cross‑functional teams to enhance service delivery and resolve systemic issues impacting customer satisfaction.
Communicate complex information clearly and persuasively to senior leadership, cross‑functional teams, and external partners.
Facilitate alignment across diverse stakeholder groups, ensuring shared understanding and coordinated execution.
Resolve conflict with tact and diplomacy, maintaining productive relationships across the organization.
Lead initiatives that strengthen project management processes, customer service operations, and organizational performance.
Promote a culture of learning, innovation, and continuous improvement within the CX Area and across project teams.
Support the development of tools, templates, and best practices that enhance project delivery and customer experience outcomes.