Digital Delivery Operations Manager

Commonwealth of Massachusetts • Boston, MA

13h • Hybrid

About The Position

The Executive Office of Technology Services and Security (EOTSS) is seeking a collaborative and purpose-driven Digital Delivery Operations Manager to lead, grow, and mature delivery within the Massachusetts Digital Service (Mass Digital) and improve the design, delivery, and impact of state services. Mass Digital, a division of EOTSS, enables Massachusetts government to design and deliver great people-centered services. The role involves turning strategy and priorities into coordinated action and measurable outcomes, leading and maturing program and delivery management, and fostering a collaborative delivery culture. The manager will also extend Mass Digital's impact by strengthening engagement with agency, EOTSS, and executive stakeholders, managing the executive steering committee, and building a network of support. This position is for an experienced program and delivery leader who enjoys improving organizational processes and enabling multidisciplinary teams to deliver meaningful outcomes.

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.

Nice To Haves

• Passion for improving equitable access to public services through research, design, and technology.
• 5+ years’ progressive experience leading program, portfolio, delivery, or operations management in complex organizations.
• Demonstrated success establishing and maturing program and delivery management practices across multiple teams or initiatives.
• Experience coordinating complex, cross-functional initiatives involving product, design, engineering, operations, policy, or other disciplines.
• Strong understanding of modern product development and agile or iterative delivery practices
• Demonstrated ability to create portfolio-level visibility into priorities, progress, dependencies, risks, resources, and outcomes.
• Experience designing and managing governance processes that enable effective executive decision-making and accountability.
• Experience with organizational planning, budgeting, financial management, resource planning, or portfolio management processes.
• Strong facilitation skills and demonstrated ability to bring structure and clarity to complex or ambiguous situations.
• Strong judgment about when additional process or structure will improve delivery—and when it will get in the way.
• Experience in digital government, public service delivery, or another complex, mission-driven environment is strongly preferred.

Responsibilities

• Define and evolve Mass Digital’s delivery management practices, frameworks, tools, and operating rhythms.
• Maintain a cross-team view of priorities, progress, milestones, dependencies, risks, and resource needs.
• Partner with team leads to strengthen planning, delivery, risk management, and cross-team coordination.
• Identify systemic barriers to delivery and continuously improve how Mass Digital plans and executes its work.
• Coordinate complex initiatives and cross-team dependencies to keep Mass Digital’s highest priorities moving forward.
• Help teams and leadership navigate tradeoffs across priorities, scope, timing, capacity, and resources.
• Enable more consistent articulation, tracking and reporting of the outcomes of our work.
• Build a collaborative delivery culture grounded in transparency, shared accountability, trust, learning, and continuous improvement.
• Develop and mature Mass Digital’s strategy for engaging our agency, EOTSS, and other stakeholders in advancing the Commonwealth’s constituent experience goals and digital roadmap.
• Help manage Mass Digital’s executive steering committee as a forum for executive alignment, shared accountability, decision-making, and action.
• Build awareness and alignment around Mass Digital’s constituent experience vision and help partners translate shared goals into action within their organizations.
• Create mechanisms for stakeholders to shape and advance the state’s Digital Roadmap, address cross-organizational barriers, and identify opportunities for collective action.
• Build a network of partners and champions who extend Mass Digital’s impact beyond the products and initiatives directly owned by our team.
• Support Mass Digital’s participation in EOTSS portfolio reporting, planning, budgeting, and related operational processes.
• Establish efficient processes for gathering and synthesizing information from teams while minimizing administrative burden.
• Partner with Mass Digital leadership and EOTSS stakeholders on budget development, forecasting, resource planning, and portfolio management.
• Provide clear reporting and analysis on progress, risks, funding, resources, and emerging issues to support leadership decision-making.

Benefits

• Comprehensive Benefits
• outstanding suite of employee benefits that add to the overall value of your compensation package
• work experience that supports you, your loved ones, and your future

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree