BUREAU CHIEF OF SERVICE DELIVERY

State of Florida•Tallahassee, FL

1d•Onsite

About The Position

This open competitive advertisement is for a SES (Selected Exempt Service) position located at Central Office in Tallahassee, FL, in the Office of Information Technology. The Bureau Chief of Service Delivery provides strategic leadership and operational oversight for the organization’s end to end service delivery functions. This role ensures that technology services are aligned with business priorities, delivered efficiently, and continuously improved. This position is not a telework position and is required to report to the FDC office in the area it serves.

Requirements

Must be willing to report to the physical office in Tallahassee, FL.
Must have experience in a public‑sector IT environment.
Must possess certifications such as ITIL, PMP, Lean Six Sigma, or similar.
Must have demonstrated success leading enterprise transformation or modernization initiatives.
Must have experience overseeing demand management, project management, or processes that support enterprise portfolio decision‑making.
Must have professional experience overseeing SLAs, KPIs, or other operational benchmarks.
Must possess four (4) years of professional experience in IT or a related field..

Responsibilities

Develop and execute the enterprise service delivery strategy aligned with organizational goals.
Serve as a key member of the Information Technology (IT) leadership team, contributing to enterprise governance, strategic planning, and technology road mapping.
Promote a customer focused culture that emphasizes accountability, transparency, and measurable outcomes.
Act as a liaison between business units and IT to ensure service outcomes meet business needs.
Directly supervise the Demand Manager, Service Desk Manager, and Process Improvement Manager.
Provide coaching, mentoring, and performance management for Bureau staff.
Establish policies, standards, and performance metrics to ensure consistency in service delivery across the enterprise.
Oversee project intake, prioritization, and resource alignment to ensure strategic investments.
Monitor the health of the project pipeline and help resolve cross functional roadblocks.
Facilitate informed decision making among executive stakeholders through transparent reporting and analysis.
Oversee the design, implementation, and continuous refinement of enterprise IT service delivery processes.
Drive adoption of continuous improvement methodologies such as, Kaizen (small-step improvements), Plan-Do-Check-Act (PDCA cycle), Lean (waste reduction), and Six Sigma (error reduction).
Find opportunities for improving customer experience by reducing process complexity, increasing operational efficiency, and delivering technology-driven outcomes rather than technology hardware or software.
Oversee service-level agreements (SLAs), key performance indicators (KPIs), and operational benchmarks.
Ensure compliance with statewide standards, governance structures, and applicable laws and policies.
Provide executive-level reporting on service performance, trends, risks, and opportunities for improvement.
Engage program leadership to ensure technology services support business needs and strategic objectives.
Promote a customer centric culture focused on predictable, high quality service outcomes.
Represent the bureau at leadership forums, governance committees, and interagency workgroups.
Effective leadership skills with experience managing teams, making value-driven decisions, and providing clear direction to staff.
Expertise in IT service delivery frameworks such as ITIL.
Knowledge of project portfolio management, process improvement, and service leadership.
Strong analytical and strategic planning capabilities, both intrinsic and measurable outcomes.
Exceptional communication, relationship-building, and problem-solving abilities.
Ability to influence, collaborate, and communicate effectively at the executive level.

Benefits

Paid vacation, sick leave, and holidays.
Comprehensive health insurance and life insurance with accidental death and dismemberment benefits.
Supplemental Dental, Vision, Life, Disability and Hospitalization insurance.
Tuition-Free college courses.
Retirement Plans with the Florida Retirement System:
Pension Plan (Traditional Retirement Pension Plan)
Investment Plan (401(K)-Type Retirement Plan)
Deferred Retirement Option Program (Drop)
Deferred Compensation
Recently Retired? Beginning July 1, 2024, there is no longer a reemployment limitation; beginning with the 7th calendar month from the member's distribution date, there are no restrictions on working for an FRS employer. You will not be required to repay any prior distributions, and you may continue receiving distributions from the Investment Plan or Pension Plan without interruption.