Digital Transformation Manager; Records & Library Manager

Valley Water is searching for top-tier candidates to fill this exciting opportunity. Internal candidates will get first consideration.

The Digital Transformation Manager, also known as Records and Library Manager, oversees the organization, preservation, accessibility, and governance of Valley Water’s records and reference library collections, with a strong emphasis on responsive, high-quality customer service. This position serves as a key service partner to internal departments, legal counsel, external agencies, and the public by ensuring timely, accurate, and professional access to information.

This role balances regulatory compliance and information governance with a service-oriented approach that prioritizes clear communication, transparency, and collaboration. The Records and Library Manager plays a critical role in supporting Valley Water operations, legal needs, and public trust through effective records stewardship and customer-focused service delivery.

The selected candidate will manage the Reference Library containing critical documents, designs, drawings, and historical records relied upon for legal, design, operational, and informational purposes. The role also oversees more than 11,000 boxes of archived materials stored off-site and assumes leadership of customer service functions pertaining to the assigned unit.

We are committed to building and sustaining a working environment where all individuals are respected and valued. We believe every member of our team brings unique perspectives that enhance our ability to serve the public effectively. By fostering a workplace with employees from the communities we serve, we broaden our collective understanding of the world around us and strengthen our mission to equitably provide safe, clean water, natural flood protections, and environmental stewardship.

Valley Water is a public agency with an operating and capital budget of $964 million, and over 900 employees. With headquarters in San José, Valley Water provides water supply, enhances streams and watersheds through creek restoration and habitat protection, provides flood protection for homes, schools, businesses and roadways, and partners with other agencies to provide trails and open space for the community.

• Serve as a primary point of contact for internal staff, legal counsel, external agencies, and the public seeking records and information.
• Deliver timely, accurate, and courteous responses to Public Records Act requests and internal information requests.
• Establish service standards, workflows, and performance metrics to ensure a consistent, customer-focused experience.
• Provide guidance and education to departments and requestors regarding records availability, processes, timelines, and legal requirements.

• Assume leadership of the enterprise helpdesk function supporting Records, Library, and all IT-related service requests and incidents.
• Direct daily helpdesk operations, including call intake, ticket lifecycle management, escalation protocols, and resolution workflows.
• Establish and manage structured triage processes to ensure accurate prioritization, categorization, and routing of incidents and service requests based on business impact and urgency.
• Oversee call queue management to optimize workload distribution, minimize backlog, and maintain service level targets.
• Define, monitor, and report on helpdesk Key Performance Indicators (KPIs), including but not limited to:
• Average speed to answer
• Call response times
• Abandonment rates
• First-call resolution rate
• Ticket aging and backlog metrics
• SLA compliance
• Customer satisfaction scores

• Implement call avoidance and demand management strategies, including knowledge base development, self-service enablement, training, and proactive communications to reduce recurring incidents.
• Ensure accurate documentation, ticket auditing, and reporting to support compliance, records retention, and information governance requirements.
• Continuously evaluate service performance trends and implement process improvements to enhance responsiveness,…