Business Services Manager

Salary: $90,640.00 - $140,476.00 Annually
Location : One Exchange Plaza 219 Fayetteville Street, Raleigh, NC
Job Type: Full-Time
Remote Employment: Flexible/Hybrid
Job Number:
Department: Project Support and Strategy
Opening Date: 11/13/2026
Closing Date: 12/4/2026 11:59 PM Eastern
Work Hours: Monday - Friday; 8:30 am - 5:15 pm
Hiring Range: $90,640.00 - $115,507.00

Job Description
Raleigh Planning and Development is seeking a Business Services Manager to lead the Strategy section within the department's newly established Project Support and Strategy Division. The division includes three core functional areas:

• Project Support, comprising customer-focused units responsible for project support and customer experience
• Strategy, consisting of units focused on strategic process improvement, records management, budget and finance, and internal learning
• Operations, encompassing the department's operational business units, including business operations, communications and engagement, and technology

This position leads the department's ongoing strategic process improvement efforts and coordinates alignment and support across the Strategy and Process Improvement, Records, Internal Learning, and Finance units. The position champions business and process improvements while advancing alignment with the City's Strategic Plan, the department's Business Plan, and emerging priorities. It manages the department's budget and financial operations, ensuring resources support strategic priorities. Working across the division and department, this position facilitates communication of process changes, monitors and reports on progress, and supports staff learning and development opportunities.
About You:

The ideal candidate is a public-sector leader who can balance big-picture strategic thinking with day-to-day operational execution, ensuring departmental priorities translate into measurable results. They have experience leading organizational change, improving business processes, building cross-departmental partnerships, managing fiscal resources, and using data to inform decisions.
They possess experience in one or more of the Strategy Section's core functional areas, including process improvement, records management, finance and budgeting, or organizational learning. They are skilled at developing teams and fostering a culture of accountability, continuous improvement, and innovation.
Most importantly, the ideal candidate is energized by helping others succeed. They can build alignment across divisions and implement systems that support the department's long-term goals and the evolving needs of a growing community.
Strong customer service, relationship-building, problem-solving, and project management skills are essential. Successful candidates will be able to organize and prioritize work, analyze complex issues, implement strategic initiatives, and maintain effective relationships with staff, other departments, elected officials, and the public. Qualified candidates will exemplify the City's values of Accountability, Collaboration, Equity, Ingenuity, and Integrity.

Duties and Responsibilities
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Lead and manage the Strategy Section, comprised of thirteen total staff with three direct reports. Provide supervision, coaching, mentorship, and performance management to staff responsible for process improvement, records management, finance, and internal learning
• Develop, implement, and evaluate strategic process improvement initiatives that enhance service delivery, increase operational efficiency, and support departmental priorities
• Lead implementation, monitoring, and reporting of the department's Business Plan, ensuring alignment with the City's Strategic Plan and emerging organizational priorities
• Oversee the development, documentation, and improvement of departmental policies, procedures, workflows, and standard operating practices to promote consistency, accountability, and operational excellence
• Oversee the department's records management program, ensuring compliance with public records requirements, records retention schedules, and organizational standards while promoting efficient access to information and continuous improvement of records-related processes
• Direct departmental budgeting and financial management activities, including budget development, fee analysis, financial reporting, and evaluation of the fiscal impacts of proposed policies, programs, contracts, and capital projects
• Coordinate department-wide learning and development initiatives, including training, cross-training, change management, and employee engagement efforts that support workforce development, employee retention, and organizational effectiveness
• Liaise with citywide partners including Office of Strategy and Innovation, Budget Management Services, Communications, and Human Resources' Organizational Development and Learning
• Collaborate with departmental leadership, City partners, boards, commissions, and external stakeholders to advance strategic initiatives, resolve complex operational challenges, and support the department's long-term goals and service commitments
• Supervise, manage, and evaluate assigned employees and make decisions about hiring, discipline and/or termination of employees; prioritize and assign work; develop and oversee employee work schedules and approves time away from work; provide and/or facilitate employee training and development; address employee concerns and/or problems; counsel and/or discipline as appropriate; complete employee performance appraisals; determine or make recommendations regarding new hire salaries and salary changes; and act as liaison between employees and management
• Serve as a representative and advisor to management, City officials, boards, commissions, authorities, external agencies, the public, and other organizations on matters related to assigned responsibilities; attend and facilitate meetings
• Serve as the primary lead or as a contributing team member for departmental or Citywide special projects, initiatives, and cross functional efforts as assigned
• Conducts occasional site visits, community meetings, and interdepartmental coordination activities that require the use of a City vehicle

Typical Qualifications
Education and Experience:

Bachelor's Degree in Business, Public Administration, or a related field; 5 to 7 years' experience in business analysis, or a related field

OR
Any equivalent combination of training and/or experience that provides the required knowledge, skills and abilities may be substituted

Additional Information
Knowledge of:

• Understanding departmental processes and infrastructure
• Applying City of Raleigh policies and procedures
• Interpreting applicable state and local laws pertaining to contracts, grants, purchasing, and budget
• Applying generally Accepted Accounting Principles (GAAP) and/or public sector accounting and budgeting
• Applying principles and practices of strategic planning
• Utilizing principles and applications of critical thinking and analysis
• Applying principles and practices of project management, program administration, and management
• Applying principles and practices of grant administration
• Utilizing principles and methods of qualitative and quantitative research
• Applying principles of customer service
• Applying supervisory principles, practices and techniques
• Understanding city planning and urban design principles, practices, history and trends
• Applying modern office practices and procedures including the use of standard office equipment and computer applications such as word processing, database, and spreadsheet applications
• Utilizing relevant software applications including, but not limited to MS Office Suite, Adobe Suite, and budget and accounting software

Skill in:

• Supervising and evaluating staff performance
• Coaching and mentoring others
• Strategic visioning and planning
• Providing project management, organization and logistics coordination
• Managing project or program finances
• Providing consultation and serving as a program liaison and subject matter expert
• Monitoring compliance with applicable plans, standards, regulations and contracts
• Developing visual, written, and oral presentations
• Researching operational issues and articulating recommendations
• Exercising political acumen, tact and diplomacy
• Monitoring, evaluating and assessing projects, programs and functional operation
• Interpreting and applying applicable laws, codes, regulations and standards
• Utilizing a computer and relevant software applications
• Demonstrating leadership and team building skills
• Applying critical thinking and analysis
• Providing customer service and interpersonal communication
• Practicing active listening
• Communicating effectively through verbal and written communication

Ability to:

• Providing direction to achieve departmental and City-wide goals and objectives
• Maintaining confidentiality of sensitive information including fiscal data, personnel information and customer data
• Comprehending complex processes and simplify them into easily understood details
• Researching and assessing operational issues and options
• Tracking and monitoring budget approvals
• Overseeing project management tasks and deliverables
• Maintaining and update project reports and data
• Effectively convey and exchange information
• Prioritizing competing demands

ADA and Other Requirements

Work Environment and Physical Effort:

Sedentary: Exerting up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Work Environment:

Work is typically performed in an office or similar indoor environment.

Working Exposures:

N/A
When you join the City of Raleigh's work family as a full-time employee, your benefits are an important part of your "total rewards". Your benefits impact many aspects of your life including your health, your finances, and the protection of your family. The City provides a comprehensive benefits package as part of our total rewards program to support you through important events in your life, to enhance your life outside work, and to help you plan and prepare for the future.

To find out about the City's benefits package, and other programs, please visit our Employee Benefits page: https://raleighnc.gov/services/jobs-and-volunteering/pay-and-benefits

The City employs temporary and seasonal employees who generally are scheduled to work on a short-term basis. However, if you are hired as a temporary or seasonal employee, or as an intern, you are not eligible for the City of Raleigh's benefits.
01

Please select your highest level of education completed.

• Some high school
• High school diploma (or GED)
• Some college
• Associate's degree
• Bachelor's degree
• Master's degree
• PhD or other professional degree

02

How much relevant or comparable work experience do you have in business analysis, or a related field?

• None
• Less than 1 year
• 1 to less than 2 years
• 2 to less than 3 years
• 3 to less than 4 years
• 4 to less than 5 years
• 5 to less than 6 years
• 6 to less than 7 years
• 7 to less than 8 years
• 8 to less than 9 years
• 9 to less than 10 years
• 10 years or more

03

Have you ever been terminated or forced to resign from a position?

• Yes
• No

04

If you answered "yes" to being terminated or forced to resign, please provide an explanation and the date.
Required Question