Customer Engagement Manager

Looking for a rewarding career in the fast-paced technology industry? Look no further!

The Department of Technology & Information (DTI) is Delaware’s central IT organization committed to providing technology services and collaborative solutions for Delaware while working to improve the lives of Delawareans through advanced technologies that innovate government services. 

DTI employees have the opportunity to work with “best in class IT companies” offering our employees experience operating with some of the most talented in their field.

In addition to recruiting and retaining the best and brightest, DTI acknowledges and values the diversity of our employees. DTI recognizes that fostering a diverse workforce provides remarkable benefits in terms of innovative thinking, increased collection of skills and experiences, greater teamwork, and higher morale.

To learn more visit DTI’s Website at https://dti.delaware.gov/

DTI offers a robust hybrid work policy for employees whose job duties are conducive to working remotely.

The Customer Engagement Manager will assist the Chief of Partner Services and provide supervisory expertise on the Partner Services Engagement team charged with being a champion for our clients and marshalling the resources of DTI to ensure customer satisfaction, effective communication and a methodology for ensuring smooth transitions for end users impacted by major project implementation.  This team will set the standard for excellence and guide the State of Delaware’s business organizations through the transformational processes involving change as they relate to major project implementations/upgrades as well as serving as the customer liaison between DTI and State organizations.    

Primary responsibilities include acting as a liaison for customer agencies, including supervisory management to ensure excellent customer relationships, and successful end user readiness. Based upon important DTI customer relationships, this position must represent the highest degree of professionalism and genuine interest in assisting customers in finding the appropriate business solution(s).

Position requires a thorough knowledge of managing cultural change as well as the affect of new technology within a business unit.  Position will require the ability to work with project team members to understand changes as they are made through reengineering and new system development.

The working relationships developed throughout any major project implementation can directly affect the success of that project. This position requires an exceptional attitude and level of optimism under potentially difficult circumstances.  The individual must possess the talent to communicate effectively and still maintain a high level of acceptability from personnel who may be entrenched in old business practices, methods and mindsets. 

The Customer Engagement Manager reports directly to the Partner Services Engagement Director.

Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

• Possess a minimum of five years’ of management experience preparing a complex organization for technological and or cultural change, including user interaction, training development/delivery, and communication preparation and delivery.
• Possess a minimum of 5 years’ experience in customer engagement working successfully with a wide range and large number of people and/or organizations, preferably in a technology setting.
• Possess excellent interpersonal and communication skills (verbal and written) as well as effective presentation skills.
• Possess strong analytical skills, with particular emphasis on identifying creative solutions to IT problems within applicable constraints.
• Be a team player who can focus on excellence in internal and external customer service.

DTI retains the right to close the job posting prior to the listed application deadline, should a business need warrant it.

Criminal background check: A satisfactory fingerprint based criminal background check administered by the Delaware State Police is required as a Condition of Hire.

All applicants must be legally authorized to work in the United States. DTI participates in the Federal E-Verify system where we will provide the federal government with each Executive Branch new hires Form I-9 information to confirm that you are authorized to work in the U.S.  For more information visit our Job Seeker Resource web page .

DTI does not provide employment-based sponsorship.

DTI’s Benefits to Include:

• Group Health Plan, Dental Plan, Vision Plan, Prescription, Flexible Spending, Long & Short Term Disability Insurance, Group Universal Life Insurance, Accident & Critical Illness Insurance, Health Management Programs.
• 21 paid vacation days, 15 paid sick days, 13 paid holidays, Up to 12 weeks paid Parental Leave.
• Tuition reimbursement up to $4,000 annually.
• State funded learning opportunities, mentor programs and professional development opportunities.
• Employee Assistance Program: Access to support services such as Professional Counseling Services, Legal Services, Financial Services.
• Employer & Employee Funded Pension Plan as well as an Employee Funded Retirement Savings Plan available.

To learn more about the comprehensive benefit package please visit our website at Delaware State Employee Benefits 

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position. It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties. For education and training, list name of educational provider, training course titles and summary of course content. Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email. Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at https://statejobs.delaware.gov/

Accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.

Ongoing Application Review