The Office of Technology and Innovation (OTI) oversees all Citywide technology, privacy, cybersecurity, infrastructure, and telecommunications to ensure the security of, and enhance, City operations and service delivery to New York City's residents, businesses, employees, and visitors. As the City's technology and innovation leader, OTI is responsible for operating, maintaining, and securing IT infrastructure and systems that touch every aspect of City life from public safety to human services, from education to economic development crossing the full spectrum of governmental operations.

The Customer Engagement team is part of the Strategic Initiatives Division. The team works with agency CIOs and internally to assure that agencies are well supported by OTI and are best leveraging OTI services and support. The successful candidate will serve as an Agency Relations Manager, reporting to the Client Engagement Director.

Responsibilities include:
- Provides client support to a portfolio of City agencies and offices;
- Function as single point of contact for agency CIOs for inquiries and escalations;
- Meet with agency IT leadership on regular basis to discuss agency IT needs and review work-in-progress;
- Meet with agency business users on regular basis to understand business strategy and identify new opportunities for collaboration;
- Maintain expertise on OTI services and products; offer advice and connect appropriate services to meet customer needs;
- Support agency requests to OTI by summarizing and documenting requests, scheduling scoping conversations, keeping track of request status and engaging Client Engagement Managers as appropriate;
- Perform special projects and initiatives as assigned.

1. A baccalaureate degree from an accredited college in computer science, engineering, human computer interaction, interactive media, digital and graphics design, data visualization, communication or a related field, and four years of satisfactory full-time experience related to the area(s) required by the particular position and a specialization in a relevant technology, process, methodology and/or domain; or

2. An associate degree from an accredited college in computer science, engineering, human computer interaction, interactive media, digital and graphics design, data visualization, communication or a related field, and six years of satisfactory full-time experience related to the area(s) required by the particular position and a specialization in a relevant technology, process, methodology and/or domain; or

3. A baccalaureate degree from an accredited college, and eight years of satisfactory full-time experience related to the area(s) required by the particular position and a specialization in a relevant technology, process, methodology and/or domain; or

4. Education and/or experience which is equivalent to "1", "2", or "3" above.

The successful candidate should possess the following: - 5 years of relevant client relationship management experience for a government or an IT services organization - Proven experience or demonstrated proficiency in the following areas: building trusted partnerships communicating business needs and the basics of technical solutions with ease. - IT business process analysis information or requirements gathering and understanding and communicating on technology delivery and solutions - Excellent oral and written communication and presentation skills - Strong collaboration and team building capabilities - Ability to work independently, interacting with project managers and service delivery leads and experience working with executive management, - Demonstrated experience working with both technical and non-technical staff. - Experience and comfort with Microsoft Office programs as well as MS Teams, ServiceNow and project management software - Familiarity with current and emerging technology trends.

New York City Residency is not required for this position

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.