Senior IT Manager

Job Description

Position Summary

The Senior IT Manager for Water Revenue Systems is the operational owner of the City’s water billing and customer account platforms, including BASIS2 and related applications. This role is accountable for system stability, billing accuracy, and ensuring continuity of operations during a period of transition and modernization.

This is not a purely technical role. The position requires strong operational leadership, the ability to manage ambiguity, and sound judgment under pressure. The Senior IT Manager serves as the primary escalation point between business and IT, ensures vendors and internal teams are held accountable, and brings structure to a complex, high-stakes environment.

What This Role Is

• Operational owner of systems
• Primary escalation point of contact between business and IT
• Accountable for system stability and billing execution
• Responsible for maintaining control during incidents and transition

What This Role Is Not

• Not a hands-on technical architect
• Not a passive operations coordinator
• Not a role that avoids vendor or stakeholder tension

Essential Functions

Management

• Accountable for end-to-end performance of billing and customer account systems
• Ensures billing cycles execute accurately and on time
• Leads response to production issues, including escalation, communication, and resolution
• Holds vendors accountable for delivery, timelines, and quality
• Governance of enhancement requests, project intake, prioritization, and delivery quality
• Setting expectations, coaching, developing staff growth plans

Qualifications

Qualifications 

• Completion of a bachelor’s degree program at an accredited college or university, which has included major course work in Computer Science, information science, systems analysis, software engineering, or a closely related field.
• Preferred candidate will have 3+ years supervisory/management experience

Competencies, Knowledge, Skills, and Abilities

• Operational Ownership: Proven ability to own and manage critical systems or services end-to-end
• Incident Leadership: Ability to lead through high-pressure situations with clear decision-making
• Vendor Management: Experience holding vendors accountable and driving outcomes
• Communication: Ability to operate effectively between business and technical teams
• Structured Thinking: Brings clarity, prioritization, and process to complex environments
• Leadership: Builds accountability within teams and sets clear expectations
• Project Governance: Ability to establish structure and enforce delivery discipline across projects and vendor teams

Experience/Required skills

• 6+ years managing operations for complex systems or services
• Experience in billing, financial, or high-availability environments preferred
• Experience leading cross-functional teams including vendors
• Demonstrated success managing incidents and operational risk
• Experience working directly with business stakeholders in high-accountability environments

Desired Skills and Abilities

• Experience managing both operations and project delivery teams. Change oriented – actively generates process improvements; champions and drives change initiatives; confronts difficult circumstances in creative ways, balances multiple and competing priorities and executes accordingly

Additional Information

Salary: $90,000-$109,305

Salary cannot exceed $109,305

We’re interested in hiring the best possible candidate for the role. We recognize that experience, education, and qualifications can be attained in a variety of ways and that many skillsets are transferable. If you feel you’re a good fit, please don’t hesitate to apply.

Please include:

• Resume
• A cover letter 

Please note: Applications will not be considered without a cover letter.

Did you know?
● We are a Public Service Loan Forgiveness Program qualified employer : 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities

● We offer Comprehensive health coverage for employees and their eligible dependents
● Our wellness program offers eligibility into the discounted medical plan
● Employees receive paid vacation, sick leave, and holidays
● Generous retirement savings options are available

*The successful candidate must be a city of Philadelphia resident within six months of hire
Effective May 22, 2023, vaccinations are no longer required for new employees that work in non-medical, non-emergency or patient facing positions with the City of Philadelphia. As a result, only employees in positions providing services that are patient-facing medical care (ex: Nurses, doctors, emergency medical personnel), must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr @phila.gov. For more information, go to: Human Relations Website:
http://www.phila.gov/humanrelations/Pages/default.aspx