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State of Massachusetts Director of IT Service Management in Chelsea, Massachusetts

Executive Office of Technology Services and Security (EOTSS)is the state’s lead office for information technology. We provide enterprise level information technology services including network management and security; computer operations; application hosting; desktop provisioning and management; and, modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.

The Executive Office of Technology Services and Security (EOTSS) is seeking to hire aDirector of IT Service Managementwho will serve as a key player in developing and maintaining the service management strategy and practices for the organization. The Director serves a senior role in facilitating collaboration and communication of service management practices to improve the service delivery system. They will deliver value through continuous improvement and promote a service-oriented culture focused on the quality of the member experience.

The core responsibilities of this role include define and publish clear service operations goals, strategies and measures, manage the service management strategy, portfolio, process and quality initiatives, manage governance in the areas of service levels, demand, financial and continuity management, ensure service delivery and ongoing support meet agreed upon requirements, continually measure the performance of EOTSS along best practice KPIs and design improvements to processes, services and strategy in order to increase efficiency, effectiveness, and cost effectiveness.

The primary work location for this role will be at200 Arlington Street Chelsea, Massachusetts 02150. The work schedule for this position isMonday thru Friday, 9AM to 5PM.

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All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and security training.

Position Responsibilities (including but not limited to):

  • Define and publish clear service operations goals, strategies and measures for EOTSS.

  • Manage the service management strategy, portfolio, process and quality initiatives.

  • Manage governance in the areas of service levels, demand, financial and continuity management.

  • Ensure service delivery and ongoing support meet and works to exceed agreed upon requirements.

  • Continually measure the performance of EOTSS along best practice KPIs and design improvements to processes, services and strategy in order to increase efficiency, effectiveness, and cost effectiveness.

  • Facilitate communications, discussion and report key metrics to Leadership.

  • Operate as a coordination and communication point for service management and service teams.

  • Partner with service management areas to mature the service management model and roadmap.

  • Provide service operational reporting to facilitate business decision-making and technology activities.

  • Analyze business and IT performance data to discover opportunities for service improvement.

  • Serve as a primary contact for service management strategy and operations inquiries and issues.

  • Provide central management for the promotion of service management administration practices.

  • Develop service improvements through active engagements with service management and teams.

  • Report on IT service costs to align spend with strategic objectives and improve cost transparency.

Preferred Knowledge, Skills & Abilities:

  • Minimum of 8 years of related experience working in an IT support environment, including IT project/program management & financial management

  • 5 years of experience in IT Service Delivery or Management

  • Hands-on working knowledge in the ITIL Framework (Service Management, Service Delivery)

  • Working knowledge of enterprise IT Strategy and IT Best Practice

  • Demonstrated experience designing and implementing IT business processes and solutions.

  • Demonstrated ability to implement process model and workflow change within an IT environment.

  • Exceptional analytical, problem solving, collaboration, communication and presentation skills

  • Ability to establish and maintain effective work relationships with executives and key business partners

  • Demonstrated success leveraging technology to meet business objectives

  • Strong interpersonal skills and ability to effectively communicate with teams across the entire organization

  • Excellent organizational leadership and decision-making skills combined with strategic technology vision

  • Proven extraordinary leadership skills.

  • Prior state government or public service experience a significant plus.

  • Must have a great sense of passion and urgency to drive organizational and cultural change

  • Prior working experience with ServiceNow as a ITSM solution

Education and Certifications:

  • Bachelor’s Degree in computer science, Information Systems, Business Administration or other related field, or equivalent work experience.

  • ITIL v3 Foundations Certification

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor’s degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

Job: *Information Systems and Technology

Organization: *Exec Office of Technology Services and Security

Title: Director of IT Service Management

Location: Massachusetts-Chelsea-200 Arlington Street

Requisition ID: 200004Y0

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