Job Duties
The Virginia Information Technologies Agency (VITA) is excited to offer a competitive opportunity to serve as an Deputy Chief Director of PMCOE with the Customer Experience Division.
The Deputy Chief Director of PMCOE serves as a senior leader responsible for strengthening project management excellence and elevating customer experience across the organization. This role oversees the development and operationalization of the Project Management Center of Excellence (PMCoE) and drives the maturity of project management practices across the Commonwealth.
Acting as a strategic advisor to the Chief Experience Officer (CXO), the Deputy Chief Director ensures that project management standards, customer service operations, and organizational priorities—such as IT modernization, customer experience enhancement, and enterprise transformation—are aligned and effectively executed.
This position plays a critical role in ensuring the success of high‑risk and high‑priority projects, fostering a culture of continuous improvement, and enabling consistent, high‑quality service delivery to internal and external stakeholders.
This position plays a critical role in ensuring the success of high‑risk and high‑priority projects, fostering a culture of continuous improvement, and enabling consistent, high‑quality service delivery to internal and external stakeholders.
Key Responsibilities:
Strategic Leadership & Governance
Project Management Center of Excellence — Lead the development, implementation, and continuous improvement of the PMCoE to advance project management maturity across the Commonwealth.
Strategic Alignment — Ensure project management practices support enterprise‑level goals, including IT modernization, customer experience transformation, and operational excellence.
Serve as a senior advisor to the CXO on project governance, customer service strategy, and organizational performance.
Project Oversight & Risk Management
High‑Risk Project Support — Provide mentoring, oversight, and risk management for high‑risk and high‑priority projects.
Develop and maintain risk management reporting, dashboards, and monitoring tools to support executive decision‑making.
Ensure alignment, accountability, and transparency across all phases of major projects.
Customer Service Leadership
Customer Experience Strategy — Strengthen customer service operations by promoting consistent service standards, responsive communication, and continuous improvement.
Collaborate with cross‑functional teams to enhance service delivery and resolve systemic issues impacting customer satisfaction.
Communication & Stakeholder Engagement
Communicate complex information clearly and persuasively to senior leadership, cross‑functional teams, and external partners.
Facilitate alignment across diverse stakeholder groups, ensuring shared understanding and coordinated execution.
Resolve conflict with tact and diplomacy, maintaining productive relationships across the organization.
Operational Excellence & Continuous Improvement
Lead initiatives that strengthen project management processes, customer service operations, and organizational performance.
Promote a culture of learning, innovation, and continuous improvement within the CX Area and across project teams.
Support the development of tools, templates, and best practices that enhance project delivery and customer experience outcomes.
Join VITA at The Boulders in Richmond, VA, where innovation meets impact! As the Commonwealth’s leading IT agency, we’re connecting, protecting, innovating, and powering Virginia’s digital future through collaboration, creativity, and purpose. Our team thrives in a vibrant, customer-focused environment that values growth, accountability, and forward thinking — all while making technology work for every corner of Virginia.
Minimum Qualifications
Extensive knowledge and experience in enterprise IT governance, program and portfolio management, and organizational leadership in complex, multi-stakeholder environments.
Experience establishing or operationalizing a Center of Excellence, or an organizationally equivalent enterprise capability for program, project, or portfolio management.
Extensive experience directly supervising and leading large (25 or more full-time equivalent), diverse, multi-disciplinary teams in a high-performance, multi-stakeholder environment, with documented accountability for performance management, staff development, and organizational culture.
Extensive experience in enterprise-level budget development, planning, and financial management, including direct accountability for budget formulation and stewardship aligned to strategic priorities in a large organization or multi-agency context.
Extensive experience working with federal or state agencies, including leading cross agency initiatives or partnerships.
Extensive experience in customer experience (CX) improvement initiatives, with measurable success in increasing customer and stakeholder satisfaction and enterprise performance.
Additional Considerations
Program Management Professional (PgMP) or Portfolio Management Professional (PfMP); preferred at time of appointment.
Knowledge of Earned Value Management (EVM), project lifecycle gate reviews, and CDRL-based vendor performance models.
Special Instructions
You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.
This position is eligible for one (1) day telework.
Applicants must consent to a fingerprint background check.
The Commonwealth of Virginia welcomes all applicants authorized to work in the United States.
Sponsorship is not provided; therefore, applicants must be a citizen or national of the U.S., a Lawful Permanent Resident, or an alien authorized to work.
State applications and/or resumes will only be accepted as submitted online by 11:55 p.m. on the closing date through the state applicant tracking system. We will not accept applications, resumes, cover letters, etc. in any other format. Please refer to “Your Application” in your PageUp account to check the status of your application for this position. The decision to interview an applicant is based on the information provided in the application and/or resume.
Reasonable accommodations are available to persons with disabilities during the application and/or interview processes per the Americans with Disabilities Act.
VITA is a “Virginia Values Veterans” (V3) official certified state agency that provides hiring preference to Veterans and Members of the Virginia National Guard in support of Executive Order 29, (2010). If you are a Veteran or Virginia National Guard Member, we encourage you to apply and receive preference in the hiring process. AmeriCorps, Peace Corps and other national service alumni also are encouraged to apply.
Contact Information
Name: VITA Human Resources
Phone: ov
Email: ov
In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter.