Job Specifications
Date: Oct 17, 2025
Location:
AUSTIN, TX
Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.
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 progres
About the Company
Overview The Texas Health and Human Services Commission (HHSC) is an agency within the Texas Health and Human Services System. In September 2016, Texas began transforming how it delivers health and human services to qualified Texans, with a goal of making the Health and Human Services System more efficient and effective. Sept. 1, 2017, marked another major milestone in this transformation. The new accountable, restructured system: - Makes it easier for people to find out about the services or benefits for which they may qual...
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