Deputy Chief Information Officer - Customer Engagement

Deputy Chief Information Officer - Customer Engagement Purpose: Under general direction from the Chief Information Officer, this position identifies the City’s long‑term goals and aligns them with efficient and cost‑effective business technology solutions, and identifies the approach for achieving those goals and appropriate alignment. This position provides strategic direction and management of complex IT programs and policies through partnerships with City management and departments. Duties, Functions and Responsibilities Assists in the planning, development, and implementation of City‑wide IT strategies. Plans, organizes, coordinates, manages, and directs the day‑to‑day operations of the Austin Technology Services (ATS) business technology unit. Oversees the preparation of the departmental business plan and budget. Directs programs to monitor, evaluate, and improve customer service delivery. Leads the planning, development, and implementation of City‑wide IT policies. Leads continuous improvement of operations, decreases turnaround times, streamlines work processes, and works cooperatively and jointly to provide quality customer service. Represents the Chief Information Officer at meetings as requested. Translates strategic direction into tactical projects and programs to produce the desired outcome. Responsibilities – Supervisor and/or Leadership Exercised Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal. Knowledge, Skills, and Abilities Knowledge of Federal, State, and Local laws, ordinances, and policies. Knowledge of supervisory and managerial techniques and principles. Knowledge of budgeting methods and systems. Knowledge of various hardware and software applications. Skill in oral and written communications. Skill in conflict resolution and problem solving. Skill in collecting, analyzing, and interpreting applicable research data. Ability to effectively plan for and use technical and staff resources. Ability to prioritize and meet deadlines and objectives. Ability to multi‑task. Ability to evaluate operational performance and implement changes. Minimum Qualifications Graduation with a Bachelor’s degree from an accredited college or university in a related field, plus five (5) years of related experience, including three (3) years of experience in a management capacity. Licenses and Certifications Required None. Preferred Qualifications Experience developing, implementing and maturing enterprise project/portfolio management organizations. Experience managing customer relationships for effective delivery of programs and service. Experience implementing city‑wide or enterprise technology programs that align operational initiatives with organizational goals and strategies. Experience improving business capabilities through technology modernization, process improvement, and enterprise change‑management efforts. Experience leading and mentoring technical teams within complex organizations, including developing future leaders and supporting succession development initiatives. Salary Range Salary is commensurate based on experience and the approved salary range. Location 2400 Grove Blvd, Austin, TX 78741 Days and Hours 8:00 AM – 5:00 PM; Monday – Friday. Hours may vary depending upon business needs. This position is on‑site. The Ideal Candidate The ideal candidate is a strategic and operationally focused technology leader with experience balancing enterprise infrastructure operations, modernization efforts, and customer service delivery. They bring experience leading complex technology environments, ideally in the public sector, while valuing innovation and private‑sector best practices. This individual possesses strong expertise in infrastructure operations, enterprise cloud strategy, governance, and technology resiliency, to streamline technology services while maintaining reliable, efficient operations. They are also a collaborative, people‑focused leader committed to mentoring staff, developing future leaders, and partnering across the organization to advance resilient and forward‑thinking technology solutions. Core Competencies Strategic Technology and Operational Leadership: Demonstrates the ability to translate strategic direction into operational programs and initiatives that improve technology services, infrastructure performance, and organizational effectiveness. Infrastructure and Cloud Expertise: Possesses strong technical expertise in enterprise infrastructure operations, cloud strategy development, cloud engineering, and technology resiliency to support reliable and scalable services. Operational Excellence and Service Delivery: Leads continuous improvement efforts that streamline processes, improve efficiency, reduce turnaround times, and enhance customer service delivery across the organization. Governance and Cross‑Functional Collaboration: Builds strong partnerships across departments to support enterprise governance, operational alignment, and technology initiatives that advance city‑wide objectives. Leadership Development and Mentorship: Develops high‑performing teams through coaching, mentorship, succession planning, and the cultivation of future technology leaders within Austin Technology Services. Change Management and Innovation: Guides organizations through modernization and transformation efforts by evaluating emerging technologies, implementing sustainable improvements, and aligning technology solutions with business needs. What to Expect in the Role The selected candidate will provide leadership for Business Relationship Management, Service Portfolio Management, and the Project/Program Management Office teams, while also working with the Austin Technology Services executive team and department executives across the City. The role includes responsibility for the effective delivery of city‑wide technology initiatives and the management of the technology service portfolio, with a scope that includes over 40 employees, 2 direct reports, and a budget of over $5 M. Initial priorities may include delivery of the citywide application rationalization program, continued organizational alignment leadership during technology centralization, and change‑management program expansion. Key considerations include ability to lead the organization through complex changes, a strong commitment to mentorship and employee development, and expertise in executive stakeholder management and relationship building. The selected candidate should be prepared to navigate these areas while supporting strong operations, employee engagement, community trust, and long‑term service excellence. Regarding Your Application A detailed and complete Employment Application is required. A Resume and Cover Letter are required and will not be accepted in lieu of a complete online Employment Application. Verification of employment history dates on resume should match online Employment Application. This position requires a Criminal Background Investigation (CBI). A first review of candidates will occur on July 20, 2026. To apply, candidates must complete this online application. Interested candidates should apply early in the process for optimum consideration. Note: Information submitted for consideration may be made available to the public in compliance with the Texas Open Records Act. #J-18808-Ljbffr Gfoat