Director of Public Digital Services

Commonwealth of Massachusetts • Everett, MA

6d • Hybrid

About The Position

The Executive Office of Education’s Information Technology Group (EOE IT) strives to connect and empower communities of learners, from birth to college to the workforce, by building and supporting innovative systems that facilitate positive outcomes for all. We are a diverse team of professionals dedicated to ensuring that the Commonwealth of Massachusetts remains the national leader in education. Agencies in the Education Secretariat include The Children’s Trust, the Massachusetts Department of Early Education and Care (EEC), the Massachusetts Department of Elementary and Secondary Education (DESE), and the Massachusetts Department of Higher Education (DHE).
As EOE strives to improve the delivery of IT services, we seek an experienced individual for the role of Director of Public Digital Services. The Director of Public Digital Services leads EOE’s public digital service strategy, with a focus on improving how constituents, families, educators, institutions, providers, and agency partners interact with the Education Secretariat’s programs and services online.
This role is responsible for proactively partnering with EOE agencies to identify friction in the constituent experience, improve digital service delivery, modernize public-facing platforms, and strengthen the quality, accessibility, usability, and consistency of digital services across the Secretariat. The position oversees the teams responsible for EOE’s web presence, Microsoft 365 and SharePoint-based solutions, digital experience design, intake, and related delivery functions.
The Director works closely with agency leadership, EOE IT leadership, the Executive Office of Technology Services and Security (EOTSS), and other secretariats to align digital service priorities with Commonwealth standards, accessibility requirements, and broader technology strategy. The role moves EOE beyond a website-maintenance model toward a proactive, user-centered, service-oriented approach to managing digital platforms and improving the constituent experience.

Requirements

• MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) seven (7) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in IT administration or IT management, of which (B) at least three (3) years must have been in a managerial capacity.
• 10+ years leading enterprise digital transformation, IT modernization, and public-facing digital services in complex organizations.
• 5+ years in senior leadership roles managing managers and leading enterprise-scale initiatives.
• Proven success developing and executing enterprise digital services strategies that improve constituent experiences across websites, applications, digital forms, collaboration platforms, and omnichannel service delivery.
• Proven experience leading large-scale digital modernization initiatives from strategy through execution, balancing new development, legacy modernization, technical debt reduction, accessibility remediation, and operational sustainability.
• Strong background building and leading high-performing multidisciplinary organizations, including managers and teams responsible for web services, UX/UI design, product management, Microsoft 365, SharePoint, Power Platform, digital delivery, and project intake.
• Strong knowledge of Microsoft 365, SharePoint Online, Power Platform, cloud technologies, enterprise collaboration platforms, Agile delivery methodologies, IT governance, portfolio management, and digital service operations.
• Expertise in user-centered design, digital accessibility (WCAG/ADA), service design, and continuous improvement.
• Skilled in portfolio management, prioritization, and balancing modernization, sustainment, and technical debt reduction.
• Experience establishing governance, service standards, KPIs, and performance metrics to improve service quality and operational efficiency.
• Trusted executive advisor with a proven ability to build partnerships, influence stakeholders, and translate technical concepts into business outcomes.
• Strong knowledge of cloud technologies, Agile delivery, IT governance, cybersecurity, and enterprise digital platforms.
• Committed to delivering secure, accessible, and constituent-centered digital experiences that improve public service delivery.

Responsibilities

• Set Enterprise Public Digital Services Strategy: Define and maintain EOE’s Public Digital Services vision, roadmap, governance model, and service standards across agencies in the Education Secretariat.
• Align digital service priorities with Secretariat policy goals, agency business needs, constituent experience, accessibility requirements, and statewide IT strategy.
• Establish success measures focused on user outcomes, accessibility, service reliability, operational efficiency, and public trust.
• Move EOE from a website-focused support model toward an enterprise digital services model that improves the full constituent journey across websites, forms, applications, and support channels.
• Lead Public Digital Services Portfolio: Oversee EOE’s portfolio of public-facing digital services, including websites, applications, digital forms, content platforms, and M365/Power Platform-based services.
• Partner proactively with agencies to identify pain points, prioritize improvements, and improve how constituents access information, complete transactions, and receive services.
• Balance new development, modernization, accessibility remediation, platform sustainment, and technical debt reduction across agencies.
• Ensure public-facing services are accessible, secure, reliable, usable, and aligned with Commonwealth technology standards.
• Establish Governance & Service Standards: Define and implement enterprise standards for user-centered design, user research, accessibility, service design, content strategy, and digital delivery.
• Create clear decision frameworks for intake, prioritization, escalation, risk management, and lifecycle ownership.
• Coordinate with security, architecture, data, infrastructure, applications, procurement, privacy, legal, and communications leaders to ensure digital services are sustainable and well-governed.
• Use data, user feedback, accessibility findings, and operational performance to guide decisions and improve services over time.
• Lead and Develop the Public Digital Services Organization: Manage and develop the teams responsible for web services, M365/SharePoint, Power Platform, user experience, product design, digital delivery, and project intake.
• Build a high-performing, multidisciplinary team culture grounded in accountability, service excellence, accessibility, continuous improvement, and collaboration.
• Establish clear roles, delivery expectations, career pathways, and professional development opportunities for digital service staff.
• Strengthen EOE’s internal capacity to support agencies to mature their product, UX, and digital service functions.
• Act as Executive Advisor & Cross-Agency Partner: Advise Secretariat and agency leadership on digital service risks, constituent experience gaps, modernization opportunities, accessibility obligations, and investment priorities.
• Represent EOE IT in cross-agency, cross-secretariat, and statewide digital initiatives, including partnerships with EOTSS.
• Translate complex technical, accessibility, delivery, and operational issues into clear executive-level recommendations.
• Bring constituent needs into statewide technology discussions and translate statewide standards into practical implementation approaches for EOE.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed