Deputy Chief Information Officer - Customer Engagement

Job Description:

Deputy Chief Information Officer - Customer Engagement

Description

About This Position

Job Description:

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:

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• 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 assigned 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:

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• 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 of 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 which were 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 Citywide 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.
  

Notes to Candidate:

To view the detailed Recruitment Profile for this position, please click here.

To view the City of Austin recruitment video, please click here.

Working with the City of Austin provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, training opportunities and more. Please click HERE for more information.

Austin Technology Services

Austin Technology Services (ATS) is the City of Austin's principal information technology department and focuses on the delivery and operations of vital IT infrastructure network and telecommunications services, continuous service improvement, and solutions to enable customer success. ATS also teams up with regional partners to improve public safety communication throughout Central Texas.

ATS is comprised of multiple service areas, each with a unique focus:

• Information Security leads the defense of the City’s digital environment - protecting infrastructure, data, and essential public systems. From the Security Operations Center to Governance, Risk & Compliance and Security Architecture, this team ensures Austin operates safely in an increasingly complex threat landscape.
  
• Customer Engagement works hand-in-hand with City departments, ensuring technology is aligned with business needs. Through Business Relationship Management, Service Portfolio Management, and the Project/Program Management Office, the team drives effective delivery of Citywide technology initiatives.
  
• Critical Infrastructure & Public Safety supports the highly specialized, always on systems used by our public safety agencies and essential services. This team provides engineering, architecture, and continuity planning to ensure the systems Austin relies on remain resilient, secure, and available.
  
• Customer Delivery ensures that enterprise applications, DevOps, testing, and the Service Desk work seamlessly together. This function provides dependable, high quality services that enable City employees to work efficiently and deliver exceptional service to the community.
  
• Data & Analytics leads the City’s transformation into a data driven organization. From engineering and governance to business intelligence, AI/ML, and performance measurement, this team empowers departments with insights that support informed decisions and measurable outcomes.
  
• Business Management supports the operational backbone of ATS-finance, contract support, vendor management, workforce development, performance metrics, and administrative services. Their work ensures strong stewardship of public resources and the growth of a talented, engaged technology workforce.
  
• Governance, Planning, Engineering & Architecture provides Citywide technology leadership, establishing the standards, architecture, strategic plans, and delivers the resilient infrastructure backbone that all services depend on.
  

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.

The following core competencies are important for this role:

• 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 Citywide 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 Citywide 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 $5M.

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 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.

.

JOIN THE CITY OF AUSTIN TEAM



At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles - Empathy, Ethics, Excellence, Engagement, and Equity - that anchor our delivery of services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference : Join a team driving meaningful change in one of the fastest-growing cities in the nation.
  
• Value and Innovation : Work in an environment where employees are valued, and innovation thrives.
  
• Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
  
• Retirement Security : Plan for the future with the City of Austin Employees' Retirement System.
  
• Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
  
• Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
  
• Career Growth : Advance your skills and expertise with professional development and leadership opportunities.
  
• Modern Workspaces : Work in innovative and sustainable environments that foster collaboration and inspiration.
  

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

.

EEO Statement for City of Austin:

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.