Director of Operations (Information Technology Executive 3)

As the Director of Operations (Information Technology Executive 3), you will lead efforts that keep essential technology services dependable and focused on customer needs. This opportunity allows you to support statewide operations and help improve how agencies receive critical services. Your work will ensure strong coordination, quick response, and continued improvement across major service areas. Be part of a mission that supports efficiency, stability, and public service.

This position leads statewide enterprise operational excellence efforts to ensure reliable and customer-focused delivery of shared technology services. The role guides enterprise operations that detect, coordinate, and communicate technology disruptions while strengthening service resilience. As a Director of Operations, you will perform the following duties:

• Operational Leadership: Guide enterprise operational excellence functions that support statewide reliability
• Service Standards: Establish consistent and modern operational standards that improve technology services
• Disruption Coordination: Oversee rapid detection, coordination, and communication of technology disruptions
• Process Improvement: Advance automation, standardized practices, and continual service enhancement
• Cross-Agency Collaboration: Work closely with leaders, vendors, and enterprise organizations to strengthen service resilience

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time, three days in office and two days at home. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

QUALIFICATIONS

Minimum Experience and Training Requirements:

• Twelve years of professional information technology experience; or
• Eight years of professional information technology experience and a bachelor's degree; or
• An equivalent combination of experience and training.

Additional Requirements:

• You must have five years or more of experience leading enterprise IT operations, service management, infrastructure operations, technical support, or technology operations teams.
• You must have five years or more of experience implementing or managing ITIL-based operational processes, including Incident Management, Change Management, Problem Management, Service Management, or Major Incident Management.
• You must have six years or more of experience leading cross-functional operational response involving infrastructure, cloud, networking, cybersecurity, application support, or enterprise platform teams during technology incidents or service disruptions.
• You must have six years or more of experience implementing enterprise operational monitoring, observability, automation, service health reporting, or operational dashboards.
• You must have six years or more of experience managing customer-facing IT support organizations, enterprise service desks, or technical support operations with responsibility for customer satisfaction and service delivery.
• You must have six years or more of experience developing operational policies, governance, metrics, service level objectives, or continual service improvement initiatives.
• You must have six years or more of experience leading organizational change or operational transformation initiatives that improved technology service delivery, operational maturity, or customer experience.
• You must have six years or more of experience managing enterprise technology operations using IT service management platforms such as ServiceNow or equivalent enterprise ITSM solutions.
• You must be able to perform essential job functions.

Preferred Criteria:

• Possess an ITIL 4 Managing Professional or Strategic Leader certification.
• Possess an ITIL 4 Foundation certification.
• Possess a ServiceNow Certified System Administrator or Implementation certification.
• Major Incident Management experience.
• Experience with enterprise observability platforms (Splunk, Dynatrace, Datadog, SolarWinds, Azure Monitor, etc).
• Experience supporting NOC, SOC, or enterprise command center operations.
• Experience leading enterprise operational transformation initiatives.

Legal Requirements:

• You must pass a background investigation and meet Criminal Justice Information Services (CJIS) compliance requirements.

How to Apply:

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.
• All application materials and interview responses must reflect the applicant's own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

Veterans:

• Pennsylvania law (51 Pa. C.S. *7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply