|
Commonwealth of Pennsylvania |
|
|
POSITION DESCRIPTION FOR JOB POSTING |
|
|
Position Number: 00055489 |
Description Activated On: 8/4/2026 9:59:40 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. The Director of Operations provides executive leadership for the Commonwealth’s enterprise operational excellence functions, ensuring reliable, predictable, and customer‑focused delivery of shared technology services by directing enterprise operations including Incident Management, Observability, Enterprise Technical Change Management, Enterprise Help Desk Services, and IT Operations. The Director establishes enterprise operational standards, modernizes service management capabilities, and ensures technology disruptions are rapidly detected, effectively coordinated, and clearly communicated to minimize business impact, while partnering closely with ETSO leadership, Delivery Centers, the EISO, agency leaders, vendors, and other enterprise organizations to strengthen service reliability, operational resilience, and customer experience through standardized processes, automation, and continual service improvement. |
|
Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Enterprise Operations Leadership: Leads the Bureau of Enterprise Operations responsible for enterprise IT operations, enterprise incident management, observability, enterprise change management, enterprise help desk services, and ServiceNow operational processes. Establishes enterprise operational strategy, governance, policies, standards, and performance metrics supporting reliable technology service delivery. Develops organizational capabilities that improve operational maturity, service resilience, automation, and operational excellence. Enterprise Help Desk Services: Directs enterprise help desk operations supporting Commonwealth employees, including shared workplace technology services supporting the Space Optimization and Utilization Program (SOUP). Establishes enterprise customer support standards, service level objectives, workforce planning, quality assurance, knowledge management, and continual improvement initiatives. Ensures enterprise support services evolve to meet changing workplace models and shared technology environments. Provide enterprise IT support services for agencies and Delivery Centers that do not maintain independent help desk operations, including the General Government Delivery Center (GGDC) and the Conservation and Environment Delivery Center (CEDC). Enterprise Incident Management: Establishes and governs enterprise incident management processes aligned with ITIL best practices and Commonwealth operational requirements. Directs enterprise response for major incidents, ensuring effective coordination among ETSO service teams, Delivery Centers, EISO, vendors, and agency stakeholders. Establishes standardized incident roles, playbooks, communications, escalation procedures, and command center operations for enterprise P1 through P4 incidents. Ensures agencies receive timely, accurate, and audience-appropriate communications throughout incident lifecycles. Leads post-incident reviews, root cause analysis, trend analysis, and continual improvement initiatives. Observability & Operations Intelligence: Establishes enterprise observability capabilities that provide proactive monitoring of infrastructure, applications, cloud services, and enterprise platforms. Directs development of operational dashboards, service health reporting, alerting strategies, automation, and enterprise operational intelligence. Partners with EISO Security Operations Center to coordinate operational monitoring, cyber event awareness, and enterprise response activities. Ensures enterprise monitoring identifies service degradation before significant customer impact whenever possible. Enterprise Change Management: Leads modernization of enterprise change management processes supporting technology changes across infrastructure, cloud, applications, and shared enterprise services. Establishes governance for enterprise change calendars, maintenance windows, blackout periods, risk assessments, communications, and change approvals. Coordinates change planning among enterprise service teams, Delivery Centers, vendors, and agency stakeholders to minimize operational disruption. Continuously improves change success rates through analytics, automation, and process improvements. Provides executive sponsorship and oversight of operational processes for supporting enterprise Incident, Problem, Change, Knowledge, Request, and Service Management. Operational Strategy: Develops enterprise operational metrics focused on service availability, operational health, incident response, customer experience, change success, and continual improvement. Partners with CIOs, enterprise service owners, security leadership, and agency executives to continually improve enterprise operational performance. Leads operational transformation initiatives that increase automation, reduce manual processes, improve observability, and strengthen enterprise resilience. Other Duties: Travel as a required, including overnight status. Perform other related duties as assigned. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. The incumbent in the position guides core IT operational functions—incident management, observability, change management, help desk services, and ServiceNow processes—by setting strategy, governance, and performance standards that ensure consistent, resilient service delivery. The role strengthens operational maturity through targeted improvements in automation, monitoring, and service quality, while directing enterprise help desk activities and providing centralized support where independent desks are not maintained. The Director oversees major incident response, standardized procedures, and clear communications, advances observability to detect issues early, and modernizes change management to reduce disruption and improve outcomes. By aligning metrics, processes, and priorities across technology and security leaders, the Director drives enterprise‑wide operational performance and transformation. |
||||||||||||||||||||
Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
||||||||||||||||||||
Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
|