Director of Enterprise Delivery

State of Oklahoma • Oklahoma City, OK

1d • $0 - $125,000 • Onsite

About The Position

The Director of Enterprise Delivery is responsible for leading enterprise-level system delivery, major releases, cross-functional technology initiatives, vendor coordination, and operational readiness across Service Oklahoma. This position serves as the agency’s primary delivery lead for the system of record and provides enterprise-level oversight for future initiatives involving driver licensing, motor vehicle services, digital services, mobile credentials, mobile wallets, partner integrations, and other agency modernization efforts. This role serves as a critical bridge between business operations, technology leadership, and digital experience strategy. The Director works closely with business owners and subject matter experts to ensure operational needs are clearly defined, understood, prioritized, and translated into structured delivery plans. The position works in close coordination with the Chief Technology Officer to align system delivery with technical architecture, infrastructure readiness, system dependencies, security requirements, vendor performance, and enterprise technology priorities. The role also partners with the Director of Digital Experience to ensure customer-facing tools, digital services, mobile credentials, and online service improvements are delivered in a way that supports a seamless, accessible, and user-centered customer experience. The Director of Enterprise Delivery is responsible for ensuring complex initiatives are planned, coordinated, executed, stabilized, and continuously improved in alignment with agency priorities, statutory requirements, operational needs, customer experience goals, technology strategy, and vendor commitments. This role manages project scope, timelines, risks, dependencies, decision points, stakeholder engagement, testing readiness, release planning, launch support, post-launch stabilization, and ongoing delivery governance. The position requires strong delivery leadership, operational judgment, vendor management experience, and the ability to translate executive priorities into structured action. This role must be able to lead through ambiguity, coordinate across technical and non-technical teams, and ensure agency initiatives are delivered with discipline, accountability, and clear communication.

Requirements

• Bachelor’s degree in business administration, public administration, information systems, project management, technology, operations management, or a related field, plus five years of progressive experience in project management, program management, system delivery, system implementation, operations, technology delivery, digital service delivery, or vendor management, including experience leading complex cross-functional projects.
• Seven years of progressive experience in project management, program management, system delivery, system implementation, operations, technology delivery, digital service delivery, or vendor management, including experience leading complex cross-functional projects.
• An equivalent combination of education and experience.
• Strong knowledge of project delivery, release planning, vendor coordination, operational readiness, and change management.
• Ability to lead complex, cross-functional initiatives involving technology, operations, policy, legal, training, communications, digital experience, and external partners.
• Ability to work effectively with business owners and subject matter experts to define requirements, validate workflows, and assess operational impacts.
• Ability to partner with technology leadership, including the Chief Technology Officer, to align delivery work with technical strategy, system architecture, security requirements, and infrastructure readiness.
• Ability to collaborate with digital experience leadership to ensure customer-facing technology supports usability, accessibility, service design, and customer experience goals.
• Ability to balance business needs, technical constraints, vendor capabilities, customer experience, and executive priorities.
• Ability to translate strategic goals into actionable delivery plans and governance structures.
• Strong understanding of system delivery lifecycles, including requirements, design, testing, launch, release management, stabilization, and post-delivery review.
• Ability to manage vendor relationships, track deliverables, and escalate concerns appropriately.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to communicate clearly with executive leadership, technical teams, business users, vendors, digital experience teams, and external stakeholders.
• Strong facilitation skills, including the ability to lead meetings, drive decisions, and maintain accountability.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple complex initiatives simultaneously.
• Ability to identify risks, dependencies, resource needs, and decision points.
• Ability to lead through ambiguity and maintain momentum in a fast-paced environment.
• Ability to exercise sound judgment and maintain professionalism under pressure.
• Work schedule may vary based on agency needs, delivery timelines, release windows, launch windows, or urgent project issues.
• Early mornings, evenings, weekends, or occasional overtime may be required during critical delivery periods.
• Occasional travel may be required.
• Work is primarily performed in an office environment with extensive computer use.
• This position may require access to confidential, protected, or sensitive system, customer, vendor, or delivery information and must comply with all applicable privacy, security, and confidentiality requirements.

Nice To Haves

• Experience leading large-scale technology, system, or enterprise delivery efforts.
• Experience serving as a delivery lead, project director, program manager, implementation lead, or similar role for a major system or service delivery transformation.
• Experience supporting a system of record after go-live, including releases, enhancements, defect resolution, change requests, vendor coordination, and stabilization.
• Experience in a government, regulatory, driver licensing, motor vehicle, identity, transportation, or public-sector environment.
• Experience working with system-of-record platforms, digital service platforms, mobile credentials, mobile wallets, customer-facing technology, or enterprise integrations.
• Experience coordinating with business owners, subject matter experts, technology teams, digital experience teams, legal teams, vendors, and executive leadership.
• Experience managing delivery governance, testing readiness, release planning, launch planning, stabilization, and post-delivery review.
• Experience with procurement, contracts, statements of work, change requests, or vendor performance management.
• Experience working with customer-facing digital services, accessibility standards, service design, or user-centered delivery practices preferred.
• Project Management Professional certification or similar project/program management certification preferred but not required.

Responsibilities

• Serves as the agency’s delivery lead for the system of record and other enterprise-level initiatives.
• Leads major delivery efforts involving Service Oklahoma systems, platforms, integrations, digital services, mobile credentials, vendor solutions, and operational changes.
• Works with business leaders and subject matter experts to identify business requirements, operational impacts, customer impacts, readiness needs, and delivery priorities.
• Coordinates with the Chief Technology Officer and technology teams to ensure delivery plans account for technical dependencies, infrastructure readiness, system integrations, data needs, cybersecurity requirements, and vendor technical deliverables.
• Partners with the Director of Digital Experience to ensure customer-facing technology and digital service delivery align with agency standards for usability, accessibility, customer experience, and service design.
• Develops and maintains delivery plans, timelines, milestones, dependencies, risk registers, decision logs, release plans, and readiness materials.
• Ensures delivery work is aligned with agency strategy, statutory requirements, customer needs, operational priorities, technology strategy, and executive direction.
• Coordinates across business, technical, legal, policy, operations, communications, training, digital experience, and vendor teams to ensure delivery readiness.
• Establishes clear governance structures, meeting cadences, escalation paths, documentation standards, and accountability expectations for assigned initiatives.
• Ensures major initiatives move from planning through execution, launch, stabilization, and post-delivery review.
• Serves as the agency’s primary delivery lead for the system of record.
• Coordinates with the system vendor, internal business owners, technology teams, operations leaders, and executive leadership on system enhancements, legislative changes, configuration needs, major releases, issue resolution, and stabilization priorities.
• Works closely with the Chief Technology Officer to ensure system-of-record work aligns with technical architecture, infrastructure readiness, security requirements, integrations, data strategy, and enterprise technology priorities.
• Works with business owners and subject matter experts to ensure operational requirements, workflow needs, customer impacts, and service delivery considerations are fully understood and represented.
• Tracks system-of-record workstreams, including requirements, design decisions, testing, defects, change requests, dependencies, deployment planning, release readiness, and stabilization needs.
• Ensures business subject matter experts are engaged appropriately and that their input is captured, understood, and reflected in delivery decisions.
• Maintains visibility into vendor deliverables, project risks, unresolved issues, release impacts, and timeline concerns.
• Supports executive decision-making by clearly identifying options, tradeoffs, risks, technical considerations, customer impacts, and operational implications.
• Ensures the system of record continues to mature after go-live through disciplined release management, enhancement planning, defect resolution, and continuous improvement.
• Leads delivery planning for future agency initiatives, including mobile IDs, mobile wallets, digital credentials, customer-facing digital services, partner integrations, and other modernization efforts.
• Partners with the Director of Digital Experience to ensure digital initiatives are designed and delivered with a clear understanding of the customer journey, online usability, accessibility, content needs, and service delivery expectations.
• Coordinates with the Chief Technology Officer to ensure digital and enterprise initiatives are technically feasible, secure, scalable, and aligned with the agency’s broader technology roadmap.
• Works with business owners to ensure new digital or technology-enabled services support operational needs and can be effectively adopted by employees, Licensed Operators, partners, and customers.
• Coordinates delivery efforts that may involve multiple vendors, state partners, federal partners, technology platforms, and internal business divisions.
• Ensures projects outside the system of record are managed with the same level of structure, documentation, risk management, readiness discipline, and post-launch support as core platform initiatives.
• Works with product, technology, operations, legal, communications, training, customer experience, and digital experience teams to ensure new services are designed, delivered, and supported effectively.
• Supports delivery of new tools, workflows, systems, and service models across state-operated offices, Licensed Operators, contact center environments, partner environments, and digital channels as applicable.
• Serves as the primary delivery liaison between business operations, technology leadership, and digital experience teams.
• Works directly with business owners and subject matter experts to define business requirements, document operational impacts, validate workflows, and ensure delivery decisions reflect real-world service delivery needs.
• Partners closely with the Chief Technology Officer to align delivery plans with technical architecture, infrastructure readiness, system dependencies, cybersecurity requirements, data integrations, vendor delivery, and enterprise technology priorities.
• Coordinates with the Director of Digital Experience on customer-facing initiatives, digital service improvements, mobile ID, mobile wallet, online service delivery, and other user-facing technology efforts.
• Ensures business needs, technical constraints, and customer experience goals are balanced and clearly presented for decision-making.
• Facilitates communication between operational teams, technology teams, product and digital experience teams, vendors, and executive leadership.
• Helps resolve gaps between business expectations, technical feasibility, vendor delivery, and customer experience outcomes.
• Ensures the appropriate business, technology, and digital experience stakeholders are engaged at the right points in planning, testing, launch, stabilization, and ongoing improvement.
• Promotes shared understanding between technical and non-technical stakeholders to reduce misalignment, avoid rework, and support timely decisions.
• Establishes and manages delivery governance for assigned initiatives, including steering meetings, workgroup structures, issue escalation, release reviews, and executive reporting.
• Ensures governance structures include appropriate representation from business operations, technology, digital experience, legal, compliance, training, communications, and vendor teams.
• Defines roles and responsibilities for participants, including business owners, subject matter experts, the Chief Technology Officer or designee, the Director of Digital Experience, vendors, and decision-makers.
• Ensures decisions are documented and communicated to affected stakeholders.
• Monitors delivery health, including scope, timeline, budget implications, risks, dependencies, staffing needs, technical readiness, business readiness, testing progress, training readiness, release readiness, and go-live preparedness.
• Identifies barriers to progress and drives timely resolution.
• Ensures teams maintain accountability for assigned deliverables and deadlines.
• Provides regular updates to executive leadership, including risks, decisions needed, accomplishments, upcoming milestones, and areas requiring intervention.
• Serves as a primary agency delivery contact for vendors and external partners on assigned initiatives.
• Coordinates vendor deliverables, timelines, meetings, documentation, testing activities, issue resolution, release support, and stabilization support.
• Reviews vendor work products for completeness, alignment with agency needs, and readiness for business review, technical review, digital experience review, or executive decision-making.
• Escalates vendor performance concerns, timeline risks, scope conflicts, technical concerns, customer experience concerns, or communication gaps to leadership as appropriate.
• Works with procurement, legal, finance, technology, and contract management teams to ensure delivery work aligns with contracts, change requests, statements of work, and agency expectations.
• Coordinates with state, federal, and jurisdictional partners when initiatives involve external approvals, integrations, certifications, testing, or compliance requirements.
• Ensures vendors understand business requirements, technical expectations, customer experience standards, and agency priorities.
• Oversees readiness activities, including user acceptance testing, defect tracking, business validation, operational readiness, technical readiness, training coordination, communications planning, release support, and stabilization.
• Ensures testing plans reflect real-world business processes, statutory requirements, operational complexity, system dependencies, accessibility considerations, and customer-facing impacts.
• Works with business owners and subject matter experts to validate workflows, test scenarios, transaction outcomes, operational impacts, and customer service implications.
• Coordinates with the Chief Technology Officer and technology teams to ensure technical readiness, integration readiness, cybersecurity considerations, data validation, and system performance needs are appropriately addressed.
• Partners with the Director of Digital Experience to ensure customer-facing services are reviewed for usability, accessibility, content clarity, and alignment with the intended customer journey.
• Coordinates with training teams to ensure impacted employees, Licensed Operators, partners, and stakeholders receive appropriate guidance before release or launch.
• Supports development of release plans, contingency plans, cutover plans, stabilization plans, and post-launch support structures.
• Ensures launch and release decisions are informed by readiness criteria, unresolved risks, testing outcomes, operational preparedness, technical readiness, customer experience considerations, and leadership direction.
• Leads or supports post-delivery reviews to identify lessons learned and improvement opportunities.
• Identifies, documents, and actively manages delivery risks and issues.
• Assesses customer, operational, compliance, financial, technical, security, vendor, and reputational impacts of project decisions or delays.
• Develops mitigation strategies and ensures appropriate owners are assigned to risk and issue resolution.
• Escalates critical risks to executive leadership with clear options and recommended paths forward.
• Ensures unresolved issues are tracked through completion and not allowed to stall delivery progress.
• Supports continuity planning and contingency planning for major releases, go-lives, or service-impacting changes.
• Ensures business, technology, and digital experience risks are evaluated together rather than in isolation.
• Works across divisions to ensure delivery decisions are informed by operational realities and agency priorities.
• Facilitates communication between technical teams and business teams to ensure shared understanding of requirements, constraints, and impacts.
• Helps resolve competing priorities, unclear ownership, and cross-functional dependencies.
• Supports alignment between delivery work and agency strategic goals, including digital transformation, customer experience, operational efficiency, compliance, and service accessibility.
• Promotes a disciplined, collaborative delivery culture across the agency.
• Ensures delivery work is not viewed solely as a technology function, but as an agency-wide effort involving business readiness, technical readiness, customer readiness, and organizational change.
• Identifies opportunities to improve delivery processes, governance, communication, documentation, and post-launch support.

Benefits

• A benefits allowance to off-set the costs of medical, dental, vision, life and disability insurance plans.
• The Service Oklahoma will match up to 7% towards an employee’s Defined Contribution retirement plan.
• 11 paid holidays
• 15 days of paid annual leave, which increases with every 5 years of service
• 15 days of paid sick leave
• Longevity payments based on their years of service with the State of Oklahoma.

What This Job Offers

• Job Type: Full-time
• Career Level: Director