Skip to main contentA logo with &quat;the muse&quat; in dark blue text.
The Commonwealth of Massachusetts

Director, IT Service Delivery

Boston, MA

Job Description

EOLWD employs over 1100 employees including Executive Office staff and staff across several departments and agencies including the Department of Unemployment Assistance, Department of Career Services (MassHire), Department of Industrial Accidents, Division of Apprentice Standards, Department of Labor Relations, Department of Labor Standards, Department of Family Medical Leave, the Department of Economic Research, and Commonwealth Corporation, a quasi-governmental agency. EOLWD manages the Commonwealth's workforce development and labor departments to ensure that workers, employers, and the unemployed have the tools and training needed to succeed in the Massachusetts economy.

The EOLWD Director, IT Service Delivery reports to the Secretariat Chief Information Officer (SCIO) and is responsible for assisting the SCIO with ensuring services are delivered in a timely and efficient manner to all EOLWD end users in accordance with defined policies, processes, procedures, and Service Level Agreements.

Want more jobs like this?

Get Computer and IT jobs in Boston, MA delivered to your inbox every week.

By signing up, you agree to our Terms of Service & Privacy Policy.


The Director, IT Service Delivery will also assist with various projects (i.e. IT centralization efforts) and other Secretariat-wide initiatives. The incumbent will have oversight of various tasks and provide technical leadership over project teams to monitor progress, resolve issues, and ensure timely deliverables.

The Director, IT Service Delivery will be responsible for establishing the following:

Service Management:

  • Develop service level standards and metrics for all service-related processes
  • Ensure customers' hardware and software technology and service needs are met
  • Maintain high performance levels for service-related processes, and implement improvement activities when necessary
  • Take ownership of critical incidents, coordinate with resolving parties, and establish effective communication among stakeholders during incidents and for post-incident reviews
  • Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery needs
  • Take accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Analyze third-party and internal processes and create strategies for service delivery optimization.

Project Management Office (PMO):

  • Lead the Project Management (PMO) by overseeing the development, scheduling, and completion of business projects
  • Develop Release Management process and team
  • Oversee IT projects and other project managers, keeping them on task
  • Develop a deep understanding of projects to gain insights into the scope of delivery
  • Ensure that business and IT standards are upheld, and project management tools are utilized for projects

Technical Leadership:

  • Provide technical support for EOLWD IT technologies, including but not limited to the following tools: Webex, VirtualConnect, Smartsheet, Amazon workspaces
  • Research and validate technical updates for supported 3rd party tools, determine features and functional changes to implement, and document features and present updates, as appropriate
  • Collaborate with technical design teams to set standards for software, hardware, and security
  • Enable high-level performance benchmarks for access devices, such as PCs, laptops, and mobile device

Performance and Quality Management:

  • Recommend methods of improvement and seeing that actions are implemented on time for service delivery upgrades
  • Provide accurate and regular reports to management on performance of the service delivery
  • Lead personnel management, including staff recruitment, performance assessment, training, and mentoring
  • Build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Preferred Qualifications:

  • Five+ years comprehensive ITIL (Information Technology Infrastructure Library) principles
  • Capacity to train and guide junior team members
  • In-depth knowledge of escalation procedures and incident management
  • Ability to manage and prioritize tasks efficiently
  • Solid resource planning and problem-solving skills
  • Strong Customer Service and Project Management experience a plus

Management and Communication Skills - Must have the ability to effectively communicate, both verbally and in writing, across all levels of management, along with the user and vendor community. Must possess the ability to create documentation that can explain and memorialize security concerns and decisions made in the interest of EOLWD.

Technical Skills - Must possess a high-level technical understanding of system inter-networking and architecture and how it relates to the business of EOLWD and its subsequent agencies.

Qualifications

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 project management, 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.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

Executive Order #595: As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption.

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

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Client-provided location(s): Boston, MA, USA
Job ID: Commonwealth_of_Massachusetts-230004IX
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • HSA
    • Mental Health Benefits
  • Parental Benefits

    • Adoption Assistance Program
    • Family Support Resources
  • Work Flexibility

    • Flexible Work Hours
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Volunteer Time Off
  • Financial and Retirement

    • Pension
    • Financial Counseling
  • Professional Development

    • Promote From Within
    • Mentor Program
    • Access to Online Courses
    • Lunch and Learns
    • Internship Program
    • Leadership Training Program
    • Associate or Rotational Training Program
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program

This job is no longer available.

Search all jobs