Together, we innovate for a stronger Colorado

We are looking for a strategic and collaborative leader who will inspire OIT technical service owners and delivery teams to achieve higher performance through clear, consistent, and repeatable operational processes. You will work to develop and govern the overall “Quote to Cash'' process for the organization with a focus on making it easy for customers to buy services from OIT. You will oversee all service management operational activities, including Service/Product/Catalog ownership and lifecycle management and Service/Product demand and revenue forecasting. This role collaborates with senior leadership across OIT as a strategic partner to ensure OIT’s operating model and processes enable a positive and efficient customer experience.

As our new Director of Service Management Operations you will be our resident expert at continual operational improvement acting as practice lead and coach across OIT technical service delivery teams, ensuring that operational management practices are effectively and consistently applied and integrated in the context of the value streams for the customers. You will monitor the development of established and emerging practices in the industry, ensuring that the organization adopts relevant innovations and that its practices are relevant and up to date.

• Developing, operationalizing and governing the following processes:

  • OIT’s overall operating model (i.e. the “quote to cash” process)
  • OIT product/service management processes (i.e. service lifecycle)
  • Demand and revenue forecasting processes

• 
  Recommending short and long-term service goals and objectives to the senior leadership as needed, based upon input from IT Directors, technical service owners, customers, and OIT strategic goals.

• 
  Providing expert and strategic advice to senior leadership on all matters affecting the service lifecycle and service management.

• 
  Driving transformational change and innovation at the direction of the Sr Director, SMO while working with IT Directors, OIT’s CFO and CCO and other key OIT stakeholders on service management operational needs.

• 
  Providing leadership and guidance to OIT Technical Service Owners to achieve secure, reliable, and cost-effective IT products and services.

• 
  Communicating and interacting with a variety of audiences, successfully translating complex subject matter into clear, succinct, impactful and relevant messages, material and presentations.

• 
  Analyzes information and data to address work related issues and problems.

• 
  Managing multiple tasks within deadlines while interacting with all levels of OIT management and across OIT departments, customer agencies and organizational boundaries.

• 
  Applying process and leadership skills along with business management acumen to lead any size initiative.

• 
  Managing multi-agency service management operations team and peer organizations to translate IT processes and tool strategies to support day-to-day efforts, driving toward greater efficiencies and higher quality deliverables.
• Accelerating process development, implementation, and continuous improvement.

A wide salary range is posted for this position and any job offer is based upon a salary analysis to comply with the Colorado Equal Pay for Equal Work Act. The salary analysis considers relevant experience, education, certifications, and state seniority as compared to others doing substantially similar work. While all offers are compliant with the Colorado Equal Pay for Equal Work Act, there is no guarantee an offer will be at the top of the posted range based on the salary analysis.

Minimum Qualifications:

• 
  IT finance, billing, and chargeback methodology experience.
• Business architecture or large ERP process experience.
• IT process and governance experience.
• Strategic leadership, planning, and implementation.

Additional appropriate education will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications.

Training or Certification related to the work assigned to the position will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.

Additional, appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis.

OIT employees must comply with any screening procedures in place at state entity locations where they might be required to perform work.

A pre-employment background check will be conducted as part of the selection process.

Positions supporting some agencies such as the Department of Corrections and the Department of Public Safety will also require a pre-employment drug test.

This position may require travel within the specified geographic area, and to locations across the state as needed.

This position may require on-call duties as needed by the position.