Technical Relationship Project Manager

City of Philadelphia • Philadelphia, PA

2d • Onsite

About The Position

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia. OIT oversees all major information and communications technology initiatives for the City of Philadelphia, aiming to increase the effectiveness of the IT infrastructure. The Technical Relationship Project Manager leads the Technical Business Relationship Management and Department Solutions Team. This position serves as the senior relationship manager for assigned departments, overseeing engagement, service catalog advisory, solution recommendation, request prioritization, and coordination across OIT service areas. The role ensures that department needs are evaluated against existing OIT services, approved platforms, and available tools before new technology purchases or custom development. The position helps departments identify practical technology options to improve operations, reduce manual processes, limit duplication, and strengthen service delivery. The Technical Relationship Project Manager acts as a trusted advisor and strategic liaison between departments and OIT, ensuring technology recommendations align with business needs, OIT standards, cybersecurity, data governance, service catalog offerings, and long-term supportability. This position will lead the initial 9-department service model, manage team priorities, guide department-facing staff, coordinate with technical teams, and report outcomes to OIT leadership.

Requirements

• Strong knowledge of IT service delivery, business relationship management, service catalogs, and enterprise technology support.
• Ability to serve as a trusted advisor to department leaders.
• Ability to understand business operations and translate department needs into actionable technology recommendations.
• Working knowledge of low-code, no-code, CRM, workflow automation, reporting, dashboarding, and AI-assisted application platforms.
• Ability to compare available technology options and recommend the most appropriate service path based on business need, risk, cost, supportability, and governance requirements.
• Strong knowledge of service management practices, request intake, solution evaluation, and technology governance.
• Ability to identify duplicative tools, service gaps, technical debt, and opportunities for shared solutions.
• Understanding of platform governance, service ownership, data sensitivity, user access, and long-term support models.
• Ability to coordinate across technical and non-technical teams.
• Strong facilitation, presentation, documentation, and executive communication skills.
• Ability to manage multiple department relationships and competing priorities.
• Strong judgment in determining when requests require escalation to formal project, procurement, security, data, or architecture review.
• Commitment to high-quality customer service and accountable follow-through.
• Resume
• A cover letter
• The successful candidate must be a city of Philadelphia resident within six months of hire.

Nice To Haves

• Experience in IT business relationship management, technology consulting, public-sector technology, service delivery, business analysis, or portfolio coordination.
• Experience working with or advising on platforms such as Quickbase, Microsoft Power Platform, Salesforce, Dynamics 365, Creatio, Airtable Enterprise, SmartSuite, Appian, Mendix, OutSystems, Retool, ServiceNow, AI-assisted application builders, AI-assisted CRM tools, or comparable business application platforms.
• Experience supporting multiple business units or departments.
• Experience evaluating technology requests and determining whether needs can be met through existing services, configurable platforms, workflow automation, dashboards, CRM tools, or formal project intake.
• Experience supporting technology governance, service catalog management, business process improvement, or department-facing technology advisory services.
• Experience working with government agencies, public-sector services, or large enterprise environments.
• Experience preparing executive reports, business cases, solution recommendations, or technology roadmaps.

Responsibilities

• Lead the Technical Business Relationship Management and Department Solutions Team, establishing team priorities, service standards, intake procedures, documentation expectations, and reporting cadence.
• Manage the initial service model for up to 9 departments, assigning department portfolios and monitoring workload.
• Provide guidance and coaching to Technical Relationship Managers and Technical Specialists, ensuring responsive, professional, and solution-oriented service.
• Coordinate with OIT leadership to align department requests with organizational priorities.
• Develop procedures for request review, solution recommendation, escalation, and post-implementation assessment.
• Serve as the senior relationship lead for assigned departments, building and maintaining trusted relationships with department executives and staff.
• Conduct recurring meetings with department leadership to understand operational needs, technology concerns, service gaps, and priorities.
• Serve as a strategic interface between departments and OIT service teams, helping departments understand available services and technology options.
• Ensure department requests receive clear follow-up, documented recommendations, and appropriate next steps.
• Identify common needs across departments for shared services or enterprise solutions.
• Serve as the team owner for OIT service catalog and service directory advisory, maintaining a strong understanding of OIT-approved services, platforms, and tools.
• Ensure all department requests are reviewed against existing services and approved tools before new development or purchases are recommended.
• Identify opportunities to reduce duplicate tools, redundant systems, and fragmented processes.
• Work with service owners to confirm service availability, timelines, costs, and implementation requirements.
• Recommend improvements to the service catalog based on department feedback.
• Ensure department requests are evaluated against approved low-code, no-code, CRM, workflow automation, reporting, dashboard, and AI-assisted application platforms.
• Coordinate with platform owners and technical experts to validate solution feasibility.
• Help determine whether a department request is best suited for an existing service, low-code configuration, CRM-style solution, or formal project intake.
• Support a platform-neutral recommendation process prioritizing business need, security, licensing, supportability, and user experience.
• Lead complex discovery sessions with departments to define business problems, desired outcomes, and operational constraints.
• Develop practical solution options distinguishing between immediate service enablement, configurable platform solutions, and longer-term enterprise needs.
• Establish criteria for determining request progression through various governance processes (service catalog, low-code, project intake, procurement, etc.).
• Coordinate with cybersecurity, data governance, infrastructure, applications, and other teams when additional review is required.
• Confirm that each implemented solution has a business owner, support model, documentation, and maintenance plan.
• Track department engagement, requests, solutions, services used, and duplicate purchases avoided.
• Develop monthly or quarterly reports for OIT leadership.
• Identify trends across departments and recommend opportunities for shared services or broader enterprise improvements.
• Measure department satisfaction and service effectiveness.
• Use performance data and department feedback to improve the team’s operating model.

Benefits

• Comprehensive health coverage for employees and their eligible dependents
• Wellness program offers eligibility into the discounted medical plan
• Paid vacation, sick leave, and holidays
• Generous retirement savings options
• Public Service Loan Forgiveness Program qualified employer
• 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed