Deputy CIO & Chief Customer Experience & Delivery Officer

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Functional Title: Deputy CIO & Chief Customer Experience & Delivery Officer 
Job Title: Director VI 
Agency: Health & Human Services Comm 
Department: TULIP HelpDesk 
Posting Number: 10429 
Closing Date: 01/15/2026 
Posting Audience: Internal and External 
Occupational Category: Computer and Mathematical 
Salary Group: TEXAS-B-31 
Salary Range: $10,271.00 - $16,865.63 
Pay Frequency: Monthly
Shift: Day 
Additional Shift: Days (First) 
Telework:  
Travel: Up to 60% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Exempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 4601 W GUADALUPE ST 
Other Locations:  
MOS Codes: 8003,8040,8041,8042,10C0,111X,112X,113X,114X,20C0,30C0,40C0,611X,612X,631X,641X,648X,90G0,91C0,91W0 
97E0,SEI15 
 
 

Brief Job Description:

The Deputy Chief Information Officer & Chief Customer Experience & Delivery Officer is responsible for advanced (Director-level) oversight of the relationships between HHS Information Technology and the program areas within HHSC. 

This responsibility includes project management and reporting major information resource projects, development of advanced planning documents, customer service and support programs, and the business relationship program which includes overseeing the following teams – Project Management Office (PMO), the Business Relationship Managers (BRMs), and the Customer Service & Support (CSS).

The PMO is responsible for defining and ensuring the implementation of project management best practices, provides advisory and coaching support to all the IT project managers within HHSC, and conducts project management activities as required to support active IT projects.

The BRMs act as the focal point for information technology matters between HHSC IT and designated HHSC program chief areas bridging the gap between them and ensuring that the program areas are receiving timely and efficient IT services. The position serves as the strategic interface between IT and one or more HHSC programs to stimulate, surface, and shape business demand for the programs' IT assets and capabilities. This position works with minimal supervision with extensive latitude for the use of initiative and independent judgment.

IT CSS is responsible for delivering prompt, responsive, efficient, and customer-oriented support services to 55,000+ HHS system users. Services within the area include multiple service desks, deskside support teams across the state, WIC support teams, and a Service Management Office which oversees and improves the agencies IT Service Management (ITSM) practices.

Essential Job Functions (EJFs):

EJF 1 – (10%) Development of strategic objectives for the areas of responsibility.  The position will be expected to continuously evaluate and improve the operation of the areas of responsibility to ensure that the strategic objectives of the division are being furthered by the efforts of Customer Experience and Delivery (CE&D).  This will entail working closely with staff to align the goals and objectives of CE&D with the overarching goals of the division and communicating those concepts clearly to all IT staff, the program areas and HHSC as a whole. 

EJF 2 – (20%) Continue the development of collaborative relationships with the program areas to ensure that the needs of the program areas are being addressed while meeting the standards and requirements set by the Chief Information Officer (CIO).  Coordinates with IT divisions and HHSC programs to ensure that daily business needs are met and promotes the use of IT services. Communicates information to prevent gaps between stakeholder awareness and the provision of technology services to HHSC programs by HHSC IT, including but not limited to incidents, outages, and issues affecting agency business areas’ IT needs.  Disseminates information about technology services and IT services. Identifies and provides agency feedback on IT services received and escalates issues for resolution.

EJF 3 – (20%) - Successful Project delivery: Oversight of the portfolio and major IT projects. Ensure projects are implemented in accordance with applicable federal and state law and IT policies.  Directs the development of plans that include stakeholder perspectives and consideration of cost benefits. Supports information collecting and reporting to internal and external entities.  Provides status and progress of activities and recommends methods for efficient utilization of resources.

EJF 4 – (20%) – Provides guidance and support to ensure that the customer service and support function is appropriately trained, staffed and is serving HHS stakeholders to a high standard.  Oversees improvements in processes and operations while maintaining a strategic vision for where customer service should be aligned for the future.  Identifies new technologies and methods to improve the service provided while ensuring the best value to the state.

EJF 5 – (10%) Develop and refine appropriate policies and procedures to provide guidance and support to the IT staff, while establishing a clear, consistent and rational approach for the program areas to understand.

EJF 6 – (10%) Identify appropriate job skills, training and development opportunities for the staff of CE&D to further develop the necessary skills required to successfully accomplish the mission of CE&D.

EJF 7 – (10%) - Evaluate current methods of operation on a continuous basis to ensure that new or adjusted methods which provide opportunities for efficiency, service, and performance are being incorporated into the operation of CE&D.

Other duties as assigned.

Knowledge, Skills and Abilities (KSAs):

• Knowledge of large-scale IT operations and information technology industry trends.
• Knowledge of business and management principles involved in strategic planning.
• Knowledge of project management principles and practices.
• Knowledge of change management best practices for technology related initiatives. 
• Knowledge of the Texas Administrative Code and statutory analysis.
• Skill in analyzing and evaluating complex information technology applications, policies, issues, legislative mandates, standards, policies and procedures.
• Skill in gathering input, formulating a plan, providing follow-through and carrying it to fruition.
• Skill in developing creative and workable solutions to complex problems and issues.
• Skill in effective verbal and written communication and presentation skills.
• Skill in working collaboratively and cooperatively at all levels of an organization and other agencies.
• Ability to exercise sound judgment in making critical decisions.
• Ability to bring about consensus on contradicting views.
• Ability to analyze and document ambiguous and continuously evolving business needs.
• Ability to operate independently without daily oversight.

Registrations, Licensure Requirements or Certifications:

N/A

Initial Screening Criteria:

Graduation from an accredited four-year college or university with major coursework in business administration, computer science, management information systems, or a related field is generally preferred.

Five years of experience in IT is preferred. Experience in program/portfolio management, IT operational support, software development, and IT governance is preferred. 

Additional Information:

Any employment offer is contingent upon available budgeted funds. The offered salary will be determined in accordance with budgetary limits and the requirements of HHSC Human Resources Manual.

• Selected candidates must be legally authorized to work in the U.S. without sponsorship.

• This is a hybrid position based in Austin with at least three (3) days in the office required. Selected candidate must be willing to commute to the office on the required days. 

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Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer:

This position may be eligible for telework.  Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.