Technical Relationship Manager at Cityof Philadelphia in Philadelphia, PA

Job description

Essential Duties and Responsibilities Team Leadership and Program Oversight Lead the Technical Business Relationship Management and Department Solutions Team. Establish team priorities, service standards, intake procedures, documentation expectations, and reporting cadence. Manage the initial service model for up to 9 departments. Assign department portfolios and monitor workload across the team. Provide guidance and coaching to Technical Relationship Managers and Technical Specialists. Ensure the team provides responsive, professional, and solution-oriented service to departments. Coordinate with OIT leadership to align department requests with organizational priorities. Develop procedures for request review, solution recommendation, escalation, and post-implementation assessment. Support consistent service delivery across assigned departments. Department Relationship Management Serve as the senior relationship lead for assigned departments. Build and maintain trusted relationships with department executives, operational leaders, program managers, and administrative staff. Conduct recurring meetings with department leadership to understand operational needs, technology concerns, service gaps, and upcoming priorities. Serve as a strategic interface between departments and OIT service teams. Help departments understand available OIT services, technology options, intake pathways, and implementation requirements. Ensure department requests receive clear follow-up, documented recommendations, and appropriate next steps. Identify common needs across departments that may require shared services, enterprise solutions, or service catalog updates. Promote a customer-centered approach that helps departments move from issue identification to responsible solution delivery. Service Catalog Ownership and Advisory Serve as the team owner for OIT service catalog and service directory advisory. Maintain a strong understanding of OIT-approved services, platforms, tools, service owners, licensing requirements, support models, intake processes, technical limitations, and escalation paths. Ensure all department requests are reviewed against existing services and approved tools before new development or new purchases are recommended. Identify opportunities to reduce duplicate tools, redundant systems, fragmented processes, and unsupported technology investments. Work with service owners to confirm service availability, eligibility, timelines, costs, and implementation requirements. Recommend improvements to the service catalog based on department feedback and recurring needs. Ensure the service catalog is positioned as a business enablement tool, not only an internal IT reference. Help departments understand which services are available immediately, which require configuration, and which require formal project or procurement review. Technology Platform Advisory Ensure department requests are evaluated against approved low-code, no-code, CRM, workflow automation, reporting, dashboard, and AI-assisted application platforms. Maintain functional awareness of platforms such as Quickbase, Microsoft Power Platform, Power Apps, Power Automate, Power BI, Power Pages, Copilot Studio, Salesforce, Microsoft Dynamics 365, Creatio, Airtable Enterprise, SmartSuite, Retool, Appian, Mendix, OutSystems, ServiceNow where appropriate, AI-assisted application builders, and AI-assisted CRM tools. 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, dashboard, workflow automation, formal project intake, procurement, enterprise architecture review, cybersecurity review, or another governance process. Support a platform-neutral recommendation process that prioritizes business need, security, licensing, supportability, data sensitivity, user experience, integration requirements, and long-term maintainability. Busi