Director of Operations & Support

TX-HHSC-DSHS-DFPS•Austin, TX

1d•$7,717 - $13,051•Hybrid

About The Position

The Director of Operations and Support is accountable to the HHSC Director of Social Services Applications (IT-SSA). This position is responsible for overseeing operations and supporting critical software applications including the Texas Integrated Eligibility Redesign System (TIERS) and the related Eligibility Supporting Technologies application portfolio. These systems are used to process applications and determine eligibility for over 60 types of food, cash assistance, medical, and community care services to Texans in need. The position is responsible for overseeing IT-SSA operations, processes, procurements, contracts, Federal-State compliance, budgets, and communications. The role interfaces with other IT groups to administer IT-SSA vendor contracts, prepare cost forecasts, facilitate RFO/SOW development, and author federal APD documents. The Director supports the management of the TIERS Level II Help Desk and coordinates the delivery of IT-SSA services. The Director serves as a principle liaison between IT-SSA and HHS agency operations divisions, including Procurement & Contracting Services (PCS), System Contracting, Budget Management, and Human Resources (HR). The role demands a strong background in technical operations with a proven history of successful leadership of large teams. This position works under limited direction with considerable latitude for the use of initiative and independent judgment.

Requirements

Experience in managing cross-functional teams and working collaboratively with senior executives.
Strong project management skills, with the ability to prioritize tasks, meet deadlines and address challenges in a fast-paced environment.
Strong analytical and problem-solving skills, with the ability to think strategically, provide innovative solutions, and proactively address challenges.
Strong interpersonal skills with the ability to build and maintain relationships with internal and external stakeholders.
Knowledge of agency, state, and federal contracting processes, rules, policies, and procedures.
Knowledge of software development and maintenance processes.
Skill in preparing effective reports and presentations regarding initiatives, forecasts, procurements, and contracts.
Skill in effective verbal and written communication.
Ability to handle multiple tasks and projects with conflicting deadlines, meet demanding deadlines, manage and direct activities in an effective and efficient manner.
Ability to develop solutions to administrative and procedural problems.
Ability to adjust or adapt tactics in response to changes in situations or priorities.
A degree from an accredited college or university with major course work in business, communications, management information systems, or a related field is preferred. At least 10 years of experience leading operational teams in lieu of education would be acceptable.
Candidate has a minimum of five (5) years of experience in financial management, business analysis, or technical service management.
Candidate has a minimum of three (3) years of operational experience supporting technical processes as a manager, team leader, or a subject matter expert.

Nice To Haves

Possession of both a Certified Texas Contract Manager (CTCM) and Certified Texas Contract Developer (CTCD) certification is preferred.
At minimum, candidates must hold either a current CTCM or CTCD at the time of application or must obtain certification within 12 months upon hire.

Responsibilities

Oversees IT-SSA initiatives and operations supported by HHSC resources, contracted vendors, and HHSC business partners. Establishes operational controls and priorities, analyzes service delivery problems and resolves or escalates issues as needed. Responsible for preparing and reviewing detailed procurement estimates and plans, assuring purchases are on schedule/budget, and implementing corrective actions. Provides regular status updates to HHS leadership that depict current and proposed activities, schedules, costs, benefits derived, and goals accomplished. Serves as a principal liaison between IT-SSA and HHS agency leadership, IT divisions and directors, contractors, program stakeholders, and HHSC Finance & Operations. (30%)
Develops, executes, and manages complex operating strategies, contracts, and budgets relating to TIERS. Investigates and resolves discrepancies, complaints, or disputes by negotiating corrective actions, damages, or terminations as needed. Reviews specifications prepared for bids or solicitations, tracks key performance metrics, and contract deliverables. Collaborates with IT management to coordinate budget forecasts, allocations, and offers proposed alternatives when appropriate. Conducts technical reviews of contracts and related amendments verifying contract data meets performance, legal, and fiscal requirements. Assists with developing administration policies and procedures. (30%)
Oversees end user support for IT-SSA applications and assists with the resolution of problems related to software development and maintenance. Monitors Help Desk ticket volumes, backlogs, and end user satisfaction. Ensures the preparation of system level documentation and communication for use by system users. Supports timely and accurate responses for information and audit requests. (20%)
Monitors the organizational maturity of IT-SSA operations and identifies opportunities for improvement. Supports IT-SSA training offerings, process documentation, and internal communications. (10%)
Prepares reports, presentations, and supporting documentation on IT-SSA initiatives, plans, and operations for IT leadership and other key stakeholders. Prepares draft responses to information requests from the Legislative Budget Board (LBB), other state agencies, and public information requests. (10%)