Public Service Manager III

State of Maine•Augusta, ME

1d•$93,167 - $132,292•Hybrid

About The Position

The Director of Digital Services provides strategic leadership for the State of Maine's Digital Services Program and Citizen Portal Initiative. This position is responsible for advancing a modern, secure, and citizen-centered digital experience by leading enterprise digital transformation initiatives, establishing the State's Citizen Identity and Access Management (CIAM) strategy, and overseeing the governance and delivery of digital services. Working collaboratively with executive leadership, agency partners, and technical stakeholders, the Director ensures digital services are accessible, integrated, secure, and aligned with the State's strategic technology objectives while improving how citizens access government programs and services. OVERVIEW: The Department of Administrative and Financial Services (DAFS) Maine Office of Information Technology (MaineIT) provides information technology support to over 13,000 employees and oversees large scale enterprise applications that support the critical and diverse business needs of the State of Maine and its agencies. MaineIT is seeking a highly creative Enterprise Data Services director who will represent our core CARE values in all that they do. At MaineIT, our CARE values represent how we: Practice Customer-focus, ensuring that our customers are heard, and their needs are met. Hold ourselves to a high level of Accountability by being transparent with our stakeholders. Maintain an effective level of Responsiveness by providing timely updates in a proactive manner. Strive to provide Empathy driven, people-focused services by applying emotional intelligence skills and behaviors. JOB DESCRIPTION: The Director of Digital Services works closely with MaineIT’s executive leadership and fellow directors to deliver high‑quality IT services to Maine’s executive branch agencies. The Director is responsible for implementing program policies and initiatives that support agency goals and the priorities established by executive management. In this role, you will lead the State of Maine’s Digital Services Program and Citizen Portal Initiative. The Digital Services Program will enable Maine citizens to interact more seamlessly with state government requiring fewer in-person transactions and providing simpler navigation of complex state agency processes necessary to receive services. The program will provide a meaningful, productive, and intuitive citizen experience, built off the work of a technical team who have developed a single constituent login. The successful candidate will lead the creation and management of the process to prioritize the transition of services into a one-stop model for State Government services, which will allow Maine citizens to find and navigate the State’s digital presence with a single login. The Citizen Portal will provide easy access to State of Maine resources without having to understand the structure of government. The goals of the program are to: Provide citizens with a transparent, straight-forward single access point to engage with and receive State Government services. Guide citizens to appropriate services both proactively and consistently. Connect to and support important systems such as social programs, eligibility, licensing authorization, access to educational opportunities, and grant programs to name a few. Collect, manage, and report important data to gauge effectiveness and implement appropriate service improvements. The position will work closely with the State of Maine’s Chief Data Officer, Chief Information Security Officer, Enterprise Architect, the vendor providing managed services for our web presence (InforME), identity and access management experts, and other technical subject matter experts. The Director of Digital Services will drive innovation while continuously understanding the citizen experience, identifying what matters most to them, and adjusting the program to offer a better experience based on their evolving needs. The new Digital Services program will establish and modernize the framework for how digital services are presented to Maine citizens, businesses, and public employees.

Requirements

Ability to communicate the Digital Services program, purpose, and vision and inspire the organization to execute on the vision.
A leadership style that thrives in a fast-paced, collaborative, and complex environment.
Proficiency in digital marketing and analytics tools.
Knowledge in Citizen Identity & Access management & identify proofing best practices.
A solid understanding of best practices for citizen experience.
Demonstrated experience managing the technical integration of information systems in a service-based architecture.
Demonstrated experience leading the implementation of Identity and Access Management controls for information systems
Knowledge and experience adhering to the NIST framework for technology & cybersecurity
Adaptability and versatility.
Exceptional soft and interpersonal skills, including teamwork, strategic thinking, facilitation, and negotiation.
A data-driven approach to drive decision making.
Excellent written and verbal, communication, planning, organization, and presentation skills with the ability to articulate new ideas and concepts to technical and nontechnical audiences.
Solid understanding of existing, new, and emerging digital technologies, and environments with a highly creative approach and ability to incorporate new functionalities and capabilities that inform and motivate diverse audiences to use the citizens web portal.
Ability to understand and interpret business objectives and provide multiple solutions to business problems that align with the digital services customer service strategy.
Strong ability to pivot priorities and meet deadlines based on business needs and feedback.
Master’s or bachelor’s degree in Computer Science, Computer Information Systems, or Business Information Systems, or a related field of study, or equivalent experience.
A minimum of 10 years of a combination of related post-secondary education, technical certifications, or technology related work experience. Related training, internship experience etc. may be credited as equivalent experience.

Nice To Haves

Demonstrated successful implementations of Citizen Identity & Access Management initiatives.

Responsibilities

Lead digital innovation, establish adaptive governance, and adopt best practices for digital service delivery and customer experience.
Collaborate with subject matter experts on citizen authentication and identity proofing.
Ensure user experience, digital accessibility, and security principles are fully implemented and collaborate with State subject matter experts to include privacy and regulatory requirements.
Coordinate with the Chief Information Officer, Enterprise Architect, Chief Information Security Officer, Chief Data Officer, identity, and access management experts and other technical subject matter experts.
Work with the Chief Information Security Officer to ensure security is integrated into the digital services lifecycle.
Work with MaineIT technical teams and InforME to provision authentication usable by Maine citizens.
Work with government programs, application owners, and InforME to integrate applications with the citizen portal.
Research, understand, and drive innovative web opportunities for the delivery of digital government services.
Develop an ongoing operational model for sustaining the citizen portal and digital services program.
Help manage digital services risks in conjunction with security, risk management, and legal/regulatory compliance.
Establish key operational metrics and implement an iterative process for program improvements, standardization, and efficiencies.
Establish architectural frameworks for digital service delivery that support best-practices and policy development.
Work with cross-functional stakeholders to closely align them with program objectives, set long- and near-term goals for the organization, and advocate for change and overall alignment with digital services strategies
Keep abreast of the latest consumer and marketing trends and advancements in technology.
Develop a strategic plan for leveraging social media sites to communicate with target audiences.
Collaborate with internal directors, team leads, and agency partners to ensure alignment with the customer experience strategy.
Develop and maintain a roadmap of strategic initiatives to explore/pursue over the upcoming one to five years.

Benefits

13 paid holidays
12 days of sick leave
3+ weeks of vacation leave annually
Health Insurance Coverage (State pays 85%-100% of employee-only premiums)
Health Insurance Premium Credit (decreases employee-only premiums by 5%)
Dental Insurance (State pays 100% of employee-only dental premiums)
Retirement Plan (State contributes 18.91% of pay to MainePERS)
Gym Membership Reimbursement (up to $40 per month)
Health and Dependent Care Flexible Spending Accounts
Public Service Student Loan Forgiveness eligibility
Living Resources Program (employee assistance program)
Parental leave (42 consecutive calendar days of fully paid leave for welcoming a child)
Voluntary Deferred Compensation (MaineSaves 457(b) account)