Senior Director of Product Delivery

Job description

The New York City Housing Authority (NYCHA) is the largest public housing authority in North America, providing affordable housing to over 500,000 New Yorkers through its Section 9 public housing and Section 8 voucher programs. NYCHA's mission is to provide quality housing for New Yorkers that is sustainable, inclusive, and safe, while fostering opportunities for economic mobility. NYCHA's Information Technology Department enables this mission by delivering the systems, data, and digital services that residents, front-line staff, and business partners rely on every day. The NYCHA Information Technology Department is seeking a highly motivated and experienced professional to serve as the Senior Director of Product Delivery. Reporting to the Vice President of Enterprise Solutions Management, the Senior Director will lead the delivery of critical projects, application enhancements, and enterprise technology initiatives across a diverse portfolio of business applications, ensuring that NYCHA's application technologies effectively support the Authority's strategic goals, operational objectives, and business needs. This position is a senior delivery leadership role within NYCHA's CRM Modernization program and directly supports the Authority's Leased Housing (Section 8) program and public housing program. The Senior Director will lead the modernization of NYCHA's legacy CRM and case management platforms and the delivery of technology solutions that support Section 8 applicant, participant, and owner services, including eligibility, recertification, and HUD-mandated business processes. The Senior Director provides strategic and operational leadership for two cross-functional product delivery teams: Customer Relationship Management (CRM) and Modern Applications. Together these teams own a portfolio spanning legacy CRM and case management platforms (Siebel CRM, IBM i/AS400), custom .NET applications, and SaaS platforms such as Salesforce. The Senior Director will mature these teams into accountable product teams with named product ownership, managed backlogs, and disciplined release practices, and will own release and change management for the enterprise application portfolio. This position requires a collaborative leader with a proven ability to drive technology transformation, foster high-performing teams, and build strong partnerships with business and IT stakeholders. Responsibilities include, but are not limited to: 1. Serve as the senior delivery leader for NYCHA's CRM Modernization program, directing the modernization and phased replacement of legacy CRM and case management platforms (including Siebel CRM and IBM i/AS400 applications) with modern enterprise solutions, and delivering enhancements that support the Leased Housing (Section 8) program, including applicant and participant case management, annual and interim recertifications, owner services, and HUD compliance and reporting requirements. 2. Lead the CRM and Modern Applications teams in delivering new features, enhancements, and enterprise solutions across the portfolio, including custom .NET applications and SaaS platforms such as Salesforce, ensuring high-quality, timely, and customer-focused delivery. 3. Establish and operate a product operating model across the portfolio: named product ownership, roadmaps, prioritized backlogs, defined intake, and clear escalation paths shared with business stakeholders. 4. Own release and change management for the CRM and Modern Applications portfolio, including release calendars, change approval discipline, production readiness criteria, and structured communication of changes to impacted business units. 5. Establish and promote standardized solution delivery practices, leveraging technology to improve planning, governance, resource management, forecasting, and reporting, and continuously improve delivery processes, methodologies, standards, tools, and governance frameworks. 6. Lead and/or serve as the technical lead for strategic initiatives to modernize, transform, and replace legacy systems with modern enterprise solutions, including integration architectures leveraging APIs and enterprise middleware. 7. Direct modern application delivery practices across the portfolio, including .NET development standards, secure coding and DevOps practices, and SaaS application lifecycle management (configuration over customization, vendor release adoption, licensing and roadmap alignment, and integration with enterprise systems). 8. Conduct regular portfolio and delivery reviews with senior business and IT leadership to validate priorities, assess project health, manage risks, and reprioritize initiatives as business needs evolve. 9. Review significant initiatives, projects, or programs experiencing delivery challenges and provide recommendations regarding corrective actions, including whether projects should continue, be restructured, placed on hold, or discontinued. 10. Monitor project budgets, resource utilization, and funding allocations, including positions and activities funded across multiple NYCHA programs, ensuring alignment with approved plans and funding requirements and proactively identifying and addressing variances. 11. Ensure operational quality of applications in production: drive root cause analysis for recurring defects, enforce UAT and testing standards, and close the loop with business users when fixes are deployed. 12. Manage system integrator and managed service vendor performance, including deliverable quality, contract adherence, and knowledge transfer to NYCHA staff. 13. Define organizational roles, team structures, staffing plans, and recruitment strategies necessary to achieve delivery goals, and provide leadership, coaching, mentoring, and professional development for managers and technical staff. 14. Foster a culture of accountability, collaboration, continuous improvement, and customer service, and promote a learning culture that encourages innovation, knowledge sharing, and adaptability, reducing single-person dependencies on legacy platforms. 15. Build and maintain trusted relationships with executive leadership, business partners, and key stakeholders, serving as a strategic advisor on technology delivery initiatives, and partner with business leaders across Leased Housing, Operations, Finance, Human Resources, and Law to align delivery priorities with business outcomes and compliance obligations. 16. Collaborate with enterprise architecture, strategy and governance, infrastructure, cybersecurity, IT service management, and business teams to ensure technology solutions align with organizational standards, security requirements, and long-term strategic objectives, with unambiguous system ownership and end-to-end accountability for cross-platform issues. 17. Define and report delivery and quality metrics for the portfolio, including release predictability, defect trends, backlog health, and business satisfaction. Additional Information 1. NYCHA employees applying for transfer, promotional, title or level change opportunities must have served a period of one year at current location and in current title and level (if applicable). 2. NYCHA residents are encouraged to apply. 3. NYCHA provides benefits that include a choice of medical coverage plans, deferred compensation plans and a defined pension benefit plan as a member of the New York City Employees’ Retirement System (NYCERS). Please read this posting carefully to make certain you meet the minimum qualification requirements before applying to this position. EXECUTIVE PROGRAM SPECIALIST - 22242 1. A baccalaureate degree from an accredited college and three years of satisfactory, full-time experience related to the projects and policies to be studied in the particular position including eighteen months of experience in a managerial, consultative, administrative, or supervisory capacity; or 2. A satisfactory equivalent of education and/or experience. The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.