Product Services and Technical Portfolio Project Manager

Product Services and Technical Portfolio Project Manager

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia's businesses, residents, and visitors.

OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city's technology assets and the return on the city's technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

The Product Services and Technical Portfolio Project Manager serves as a primary department-facing advisor responsible for understanding business needs, documenting operational challenges, recommending available technology services, and coordinating solution delivery through OIT's approved platforms and service offerings.

This position works directly with assigned departments to identify manual processes, service delivery barriers, reporting gaps, workflow inefficiencies, duplicative tools, and opportunities for technology-enabled process improvement. The role helps departments navigate the OIT service catalog, understand available solutions, and receive clear recommendations for addressing business needs.

The Product Services and Technical Portfolio Project Manager serves as a liaison between departments and OIT technical teams. The position is responsible for translating business needs into clear requirements, coordinating with service owners and Technical Specialists, tracking requests through completion, and ensuring departments receive responsive and professional support.

Department Engagement

• Serve as a primary relationship contact for assigned departments.
• Build strong working relationships with department staff, program managers, operational leaders, and administrative teams.
• Conduct recurring department check-ins to understand current needs, future priorities, operational challenges, and technology concerns.
• Help departments understand OIT services, approved tools, and appropriate intake pathways.

Business Needs Discovery

• Lead department discovery sessions to identify business needs, process challenges, manual workflows, data issues, reporting needs, and service delivery concerns.
• Document current-state processes and desired future-state outcomes.
• Capture key information, including business owner, affected users, resident impact, data involved, current tools, pain points, timelines, and operational constraints.
• Identify whether the department need may be addressed through an existing service, approved tool, low-code application, CRM-style solution, dashboard, report, workflow, automation, or formal project intake.

Service Catalog Advisory

• Use OIT's service catalog and service directory to identify available services that may address department needs.
• Work with the Lead TRM to validate service options and avoid duplicative technology recommendations.
• Coordinate with service owners to confirm availability, eligibility, licensing, cost considerations, support model, and implementation requirements.
• Help departments understand how to request and use existing OIT services.

Technology Platform Advisory

• Help departments understand available low-code, CRM, workflow automation, dashboard, reporting, and AI-assisted technology options.
• Gather business requirements needed to determine which platform or service is most appropriate.
• Coordinate with Technical Specialists, service owners, cybersecurity, data governance, and technical teams to validate platform fit.
• Identify when a department request may be addressed through Quickbase, Microsoft Power Platform, Power Apps, Power Automate, Power BI, Power Pages, Copilot Studio, Salesforce, Microsoft Dynamics 365, Creatio, Airtable Enterprise, Smart Suite, Retool, or another approved platform.

Solution Coordination

• Prepare clear solution summaries and recommendations for department review.
• Coordinate with Technical Specialists when a request requires application configuration, workflow design, dashboards, forms, or reporting tools.
• Coordinate with cybersecurity, data, applications, infrastructure, GIS, PMO, and other teams when specialized review is required.
• Track requests from initial discovery through recommendation, approval, implementation, testing, launch, and post-implementation review.

Business Process Improvement

• Identify opportunities to streamline department operations.
• Recommend process improvements…