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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50282524 |
Description Activated On: 1/14/2026 11:13:37 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 Enterprise Service Strategy & Design Manager is responsible for maintaining strong business relationships with delivery centers and business area customers, liaising with the Bureau of Services Architecture on enterprise service design requirements, and managing the design and implementation of approved enterprise services. This role works directly with business and delivery center customers to support transitions to new enterprise services or changes to existing solutions driven by evolving technology and business needs. The Manager ensures service requirements are accurate and that solution designs are fit for use and aligned with enterprise direction. The position provides leadership and oversight for the direction, design, and implementation of enterprise services supporting both agency and external customers. In this capacity, the Manager oversees enterprise technologies and supervises service design and implementation staff engaged in services management. The role ensures that service offerings align with the vision, strategy, and roadmap established by the Commonwealth’s CIO and CTO while meeting agreed-upon customer requirements. The work performed has significant operational and administrative impact on enterprise services and programs and plays a key role in representing service transitions to the customer base. |
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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. Design and implement all aspects of Unified Telecommunications technology services to provide a resilient, stable, and supportable environment needed for agency services by leading the architectural design and transition group. Serve as an mediator who balances customer expectations with organizational constraints to achieve effective and sustainable solutions. Synthesize customer needs with the organization’s current state and strategic priorities to define and articulate future-state solutions that drive meaningful change. Identify and champion design and implementation best-practice policies for Unified Communications systems and services. Monitor the effectiveness of the team against SLA/KPI's, driving through change as needed to design and implement effective enterprise services. Provide ongoing assessment of the design and implementation activities of the network and voice technology systems and services and drive continuous improvements. Establish a team culture that unifies the IT teams across the different agencies. Foster and maintain a customer-orientated environment as a business relationship manager to our customers and to the enterprise. Provide day-to-day direction to a matrixed organization that reports centrally to the Enterprise, but provides support to the Enterprise, agencies, and external customers. Support the development and maintenance of the Enterprise technology specific continuity of the operations/business activities identified in the commonwealth continuity plan to respond to emergency interruption of IT services. Manage and provide technical and project leadership regarding the design and implementation of network and voice technology systems and services to ensure the most effective use of equipment and human resources. Determine the balance between short-term and long-term design and implementation programs in support of Unified Communications systems and services. Assess, develop, and execute strategies that drive design and implementation readiness for a high-demand enterprise service organization. Develop and document standards, objectives, policies, processes, and procedures, and roles and responsibilities to support the design and implementation of enterprise services. Creatively and independently provide resolution to the problems affecting design and implementation of Unified Communications systems and services in a cost-effective manner that meets agency, delivery center, and external customers’ expectations. Continually evaluate the design and implementation of Unified Communications systems and services to ensure sufficient capacity to meet the needs of the agencies and external customers. Assess and communicate incidents affecting the design and implementation of enterprise systems and services. Approve, prioritize, and execute design and implementation project activities supporting the Enterprise project portfolio as they relate to the selection and acquisition of major systems and services. Assist in the definition and communication of procedures, policies, and standards for the design and implementation of enterprise systems and services and other technologies. Establish performance measurement standards and evaluate the performance of subordinate employees as required. Work cross-functionally with various organizations and teams to ensure the solutions, product, delivery, and execution of the road-map, architecture, and strategic plan are considered to ensure optimal customer experience. Identify and mitigate any risk in the design and implementation of enterprise systems and services delivered. Support the Commonwealth executive leadership in planning, performance measurement, and evaluation as assigned. Assist and support the Commonwealth executive leadership in the planning, directing, organization, and evaluation of infrastructure systems, services, and initiatives. Maintain and enhance knowledge of complex architectural and infrastructural concepts, as well as current industry standards and best practices in large enterprises. Demonstrates personal involvement in the support and improvement of ITSM processes and metrics within the ETSO. Supports the ongoing management of IT Service Knowledge within the ETSO. Integrates transition and design efforts with Enterprise Architecture initiatives and processes. Travel as required, including overnight stays. Performs 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. • Adapts and acts when events, resource changes, or other factors affect project or operational support environments. • Mitigates or avoids risk items by consistently reviewing milestones/deliverables and taking proactive steps to keep projects and support on track. • Predetermines escalation points in the project to ensure the timely intervention of upper management at appropriate times as deemed necessary. • This position will make decisions pertaining to setting standards for internal department processes and procedures. |
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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: Data Architect – 3+ years’ experience with the following: • Experience with big data tools: Hadoop, Spark, Kafka, etc. • Experience in artificial intelligence and machine learning (AI/ML) to build scalable systems for handling big data • Experience using data modeling tools like ERWin or Visio to visualize metadata and data schemas and/or architectures • Experience with relational SQL and NoSQL databases, including Oracle, MS SQL Server, Postgres, Cassandra, etc. • Experience with data pipeline and workflow management tools: Azkaban, Luigi, Airflow, etc. • Experience with data integration services solutions from vendors such as Informatica, MuleSoft, Talend, TIBCO, etc. • Experience with cloud-based data services such as AWS (EC2, Glue, EMR, RDS, Redshift, etc.) and/or Azure (Azure SQL, Data Factory, Synapse, Databricks, etc.) • Experience with stream-processing systems: Storm, Spark-Streaming, etc. • Experience with object-oriented/object function scripting languages: Python, R, Java, C++, Scala, etc. • A B.S. degree in Computer Science, Statistics, Informatics, Information Systems, or another quantitative field is preferrable. Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. N/A 5. N/A 6. N/A |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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