Senior Information Technology Services Manager - Business Relationships Manager

$146,880 - $190,080 yearly
  • Santa Clara, CA, USA
  • Feb 27, 2018
Full time Government Information Technology

Job Description

SALARY: $70.62 - $91.38 Hourly
$12,240.00 - $15,840.00 Monthly
$146,880.00 - $190,080.00 Annually



To receive first consideration for the screening process, the Human Resources Department must receive completed resume packets no later than 4:00 p.m., March 20, 2018.   Resume Packets must include a "Letter of Interest and Intent"and a detailed resume.  Applicants may submit resume packets using the "Apply Now" feature from the job announcement on or submit hard copies to the City of Santa Clara Human Resources Department,1500 Warburton Ave. Santa Clara, CA 95050

The Senior Information Technology Services Manager annual salary upon appointment is expected to be at approximately 85% of Control Point, which is approximately $146,880.00 . Hiring above that amount may be considered, based on qualifications and years of experience. Through time the Control Point of an unclassified position has the opportunity to reach 110%, which is approximately $190,080.00 . Appointment above the Control Point is subject to approval by the City Council.

The Control Point Salary provides a range for establishing the initial salary for Unclassified managers when hired; initial salary is generally set at the lower range level (85% of the control point salary).  The City Manager shall have the authority to establish the salary of a new appointment to the management group at any point on the salary range at or below the Control Point, based on qualifications.  Appointment above the Control Point is subject to approval by the City Council.

The City offers a number of benefits to management employees, including:
CalPERS Retirement Plan/Social Security: California Public Employees' Retirement System integrated with Social Security.  CalPERS 8% employee contribution. Social Security, FICA employee contribution: 7.65% of earnings (6.2% Social Security + 1.45% Medicare).

CalPERS Pension: 2.7% @ 55 for Classic Employees (no EPMC), 2% @ 62 for new CalPERS employees.

For a complete list of benefits, please visit

The information contained herein is subject to change and does not constitute either an expressed or implied contract.

This is a management level classification responsible for managing and coordinating the operations of the City's information technology department including the development and maintenance of information technology infrastructure and systems, overseeing the work of third party contractors and consultants, contract and budget development and implementation, and IT business needs of City departments. Performance of the work requires the use of considerable independence, initiative, and discretion. This class is distinguished from the Director of Information Technology in that the latter is responsible for developing and implementing strategic direction and managing the activities of citywide information management systems.

As a member of the City's unclassified service, this is an "at-will" position. The incumbent serves at the discretion of the City Manager. An incumbent in this classification: demonstrates strong ethical, professional, and service-oriented leadership and interpersonal skills; sets a good example; and correctly applies the tenets of the City's Code of Ethics and Values.  


Duties may include, but are not limited to, the following:

Under administrative direction:
• Plans, manages, and oversees the programs and activities of the assigned functional area within the Department of Information Technology which may include the acquisition, installation, and maintenance of hardware and software, maintaining IT infrastructure, assisting City departments in determining and meeting their information technology business needs, and contract negotiation and administration with third-party service providers and vendors.
• Participates in the development and implementation of goals, objectives, policies, and priorities for the department; recommends, within departmental policy, appropriate service and staffing levels; recommends and administers policies and procedures which support the mission and direction of the department.
• Develops and standardizes procedures and methods to monitor, maintain, and improve the efficiency and effectiveness of assigned programs and projects; ensures adherence to established information technology policies and practices across City departments to maintain consistency and safeguard IT infrastructure.
• Participates in the development of consultant requests for proposal for professional services and the advertising and bid processes; assists the Director of Information Technology with the evaluation of proposals and makes recommendations related thereto; participates in the negotiation of contracts and agreements and administers same after award.
• Coordinates, manages, and oversees the work of third-party service providers and vendors in the delivery of information technology services citywide; ensures work is completed in accordance with negotiated contract provisions including timelines, budgets, and service levels.
• Participates in the selection of, trains, motivates, and supervises the work of assigned personnel; may conduct performance evaluations of assigned personnel; works with personnel to correct deficiencies; recommends disciplinary action to the Director when appropriate.
• Participates in the development, administration, and oversight of departmental budgets including the annual operational budget and capital improvement project (CIP) budget.
• Performs a wide variety of complex project management duties in the assigned area of responsibility including working with stakeholders to anticipate project needs, estimating and analyzing the costs of new and ongoing projects, managing the work of individual contributors, and reviewing and reporting on project status.
• Attends and participates in a variety of professional group meetings internally as well as with outside organizations; stays abreast of new trends and innovations in information technology; researches emerging products and enhancements and their applicability to City needs.
• Provides professional-level assistance and acts as a strategic partner to the Director of Information Technology; advises and makes recommendations to the Director on matters related to the assigned area of responsibility.
• Monitors changes in regulations and technology that may affect operations; implements policy and procedural changes after approval.
• Provides high-quality customer service to internal and external customers; receives, investigates, and responds to difficult and sensitive problems and complaints in a professional manner; identifies and reports findings and takes necessary corrective action.
• Performs other duties as assigned.

When assigned to infrastructure and operations:
• Organizes, manages, and plans the daily operations of City-wide information systems and information technology service delivery including infrastructure, software and applications, end user services,  system security, and large-scale upgrades across the City.
• Manages enterprise agreements, including operating systems, productivity software, and data center systems; ensures the City is compliant with licensing requirements; utilizes benefits available under agreements as needed; facilitates renewals and adjustments of enterprise agreements.
• Supervises the Information Security Management program for the City; oversees security monitoring, scans, Plan of Actions and Milestones (POAM's) updates, creation and revision of City Information Security Policies and System Security Plans (SSP's), formal end user information security training, and security incident responses.
• Oversees requests for access to confidential and non-confidential information within the City's email system; coordinates with the City Attorney's office and/or Human Resources staff to facilitate retrieval and dissemination of information as appropriate.
• Oversees and directs change management processes for modifications to existing IT systems and infrastructure; ensures modifications are consistent with established IT policies and procedures; performs quality control following modifications to systems and takes necessary action; provides information to stakeholders when system modifications occur.

When assigned to business relations:
• Works closely with City departments to understand and address the business needs of the departments as they relate to information technology; identifies and leverages IT synergy opportunities across departments and promotes interdepartmental collaboration and partnership.
• Acts as a liaison between City departments and IT staff and serves as an informational resource regarding departmental needs and objectives; develops and manages the relationship between information technology, other departments, and internal and external service providers. 
• Provides information to City departments and builds awareness of opportunities to utilize technology to improve business objectives and communicates information technology innovation.
• Identifies opportunities and develops recommendations for joint or coordinated applications delivery across City-wide business domains.
• Manages the City's application portfolio; works with departments to avoid functional redundancy of applications and to ensure the health of the portfolio; develops strategies for enhancing and remediating the portfolio.
• Works with key stakeholders to develop and coordinate current and future IT initiatives that align with the City's business strategy.


Minimal Qualifications:
• Education equivalent to a Bachelor's degree from an accredited college or university in Computer Science, Computer Technology, Information Systems, or a closely related field; and
• Five (5) years of progressively responsible experience in information technology including analysis, design, development, system integration, implementation and project management of information technology within professional, business, or municipal environments which included at least two years of supervisory experience.

Desirable Qualifications:
• An advanced degree in Computer Science, Computer Technology, Information Systems, or Public and/or Business Administration.
• Possession of, or ability to obtain, Certified Information Security Manager (CISM), Project Management Professional (PMP), and/or Information Technology Infrastructure Library (ITIL) certifications.

Possession of a valid California Class C driver's license is required at the time of appointment and for the duration of employment.

• May be required to work odd and unusual hours.
• Must be able to perform all of the essential functions of the job.

Incumbents in this position are required to file a Conflict of Interest statement upon assuming office, annually and upon leaving office, in accordance with City Manager Directive 100.


Knowledge of:
• Administrative principles and practices, including goal setting, program development, implementation, and evaluation, and project management.
• Systems design and development process, including requirements analysis, feasibility studies, software design, programming, beta testing, installation, evaluation, and operational management.
• Principles and practices of budget development and administration.
• Principles and practices of contract administration and evaluation.
• Principles and practices of personnel supervision, including work planning, assignment, review and evaluation, and the training of personnel in work procedures.
• Applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to municipal information technology operations.
• Organization and management practices as applied to the development, analysis, and evaluation of programs and operational needs of the area of assignment.
• Recent and on-going developments, current literature, and sources of information related to the operations of the area of assignment.
• Principles, practices, and procedures of information technology security.
• Concepts of the life cycle of application and software development. 
• Structured systems analysis, design, integration, testing, implementation, documentation, and monitoring.
• Modern office practices, methods, and computer equipment and applications related to the work.
• Record-keeping principles and procedures.
• English usage, grammar, spelling, vocabulary, and punctuation.
• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.

Ability to:
• Develop and implement goals, objectives, policies, procedures, work standards, and internal controls.
• Manage and monitor complex projects on-time and within budget.
• Plan, organize, assign, review, and evaluate the work of personnel; train personnel in work procedures.
• Develop, negotiate, and administer contracts with third-party service providers and vendors.
• Interpret, apply, explain, and ensure compliance with pertinent Federal, State, and local policies, procedures, laws, and regulations.
• Evaluate and develop improvements in operations, procedures, policies, or methods.
• Prepare clear and concise reports, correspondence, policies, procedures, and other written materials.
• Research, analyze, and evaluate new service delivery methods, procedures, and techniques.
• Analyze, interpret, summarize, and present technical information and data in an effective manner.
• Conduct complex research projects, evaluate alternatives, make sound recommendations, and prepare effective technical staff reports.
• Effectively represent the department and the City in meetings with internal and external stakeholders, other agencies, community groups, and various businesses, professional, and regulatory organizations, and in meetings with individuals.
• Interpret and utilize the latest developments in information technology.
• Develop and administer budgets and manage and control expenditures.
• Direct the preparation of and prepare clear and concise reports, correspondence, policies, procedures, and other written materials.
• Analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of goals.
• Use sound independent judgment within general policy and procedural guidelines.
• Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
• Establish and maintain a variety of record-keeping and tracking systems.
• Operate office equipment and computer applications related to the work.
• Use English effectively to communicate in person, over the telephone, and in writing.
• Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
• Walk or stand for extended periods of time
• Bend, stoop, reach, carry, crawl, climb and lift up to 25 pounds as necessary to perform assigned duties.

1500 Warburton Ave.
Santa Clara, CA 95050
Fax: 408-985-0667
Position #18-18-743U

When applying, please note that you saw the job posted on the NOVA Job Board. If you need help with your resumé, please see a NOVA Career Advisor.

Deadline to Apply

March 20, 2018 at 4:00 p.m.