Assistant Director, Service Delivery

3 weeks ago

San Francisco CA, United States Metropolitan Transportation Commission Full time

THIS JOB POSTING WILL REMAIN OPEN UNTIL A QUALIFIED POOL OF APPLICANTS IS ESTABLISHED

FIRST REVIEW OF APPLICATIONS WILL OCCUR ON MONDAY, MAY 20, 2024 

IF YOU ARE INTERESTED, PLEASE APPLY IMMEDIATELY


First round interviews tentatively scheduled for Tuesday, June 11, 2024

A resume and cover letter are not required with your application, but highly encouraged.

Be ready to rethink your assumptions about the public sector. Dedicated and motivated colleagues? Beautiful, high amenity building for on-site work and collaboration? Flexible schedules and hybrid work options? Yes, yes, and yes

The Metropolitan Transportation Commission (MTC) is the transportation planning, financing, and coordinating agency for the nine-county San Francisco Bay Area. MTC is the federally designated Metropolitan Planning Organization (MPO) and the state designated Regional Transportation Planning Agency (RTPA) for the nine-county San Francisco Bay Area. MTC provides services to the Association of Bay Area Governments (ABAG). For more information about MTC, visit  .

The Assistant Director for Service Delivery will be managing the Service Delivery Business Unit within TSS. The unit is tasked with managing operations and maintenance of technology platforms that support a more productive, more collaborative, more dignified, and  friendlier user experience for internal MTC business andexternal public customers. This position will help to deliver the agency’s operational digital strategy and business transformation plans. The Assistant Director for Service Delivery will oversee the operational technology support, development efficiencies, and support the continued deployment of hardware and applications to staff. This role is responsible for driving resolution or escalation of technical issues and requests from our internal and external stakeholders. In addition, it is also within the realm of responsibility to monitor service performance against SLAs and KPIs across all technology domains, encompassing finance ERP systems, operational support for Salesforce CRM, enterprise cloud applications, and hardware deployment, and to take corrective actions as necessary.

 
The Assistant Director of Service Delivery will plan and oversee efforts to optimize the agency's applications review intake and support, and implement strict change management and security measures to ensure smooth operation of the agency as we scale to meet increasing employee count and projects. This position will manage agency-wide project initiatives, including staff and consultant work, contracts, budget, schedule, stakeholder coordination, and user outreach. 

All MTC employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

The ideal candidate will have the following knowledge, skills, and abilities:

Knowledge of and experience with:
  • Leading with influence and empowering teams.
  • Incorporating service level agreements on systems and procedures to ensure the Service Delivery’s role and function supports the delivery of the highest possible standard of technology support and customer service within available resources.
  • Project management techniques to ensure timely and quality delivery of project tasks and phases.
  • Stakeholder coordination, facilitation, and consensus-building.
  • Staff and team management, including project oversight and decision-making, coordination of tasks, delegation, and giving feedback.
  • Procurements, contracting, and contract management.
  • Budgeting, project financial planning, and funding sources.
  • Familiarity with various technology concepts such as cloud computing, licensing models, hardware asset management required.
Desirable knowledge of and experience with:
  • Customer-centric design processes and user testing environments.
  • Previous people management experience in a hybrid environment. 
  • Independently planning and executing complex strategies. 
  • Salesforce CRM, provide leadership to resolve issues and optimize Salesforce performance.
  • ERP (Enterprise Resource Planning) systems.
Ability to: 
  • Lead an operations team with influence, empathy, and a collaborative spirit. 
  • Provide day-to-day operational and project oversight, including: 
    • Maintain high performing service support functions including help desk, desktop, and networking support.
    • Monitor and report on staff escalations and performance on a weekly basis and requests that need handling and prioritization.
    • Provide oversight of operational resources and organize the allocation of those resources (in-house, vendor) to meet our service level agreements with the organization.
    • Manage project(s) including scope, schedule and budget, and ongoing assessment of risk; 
    • Oversee consultants and direct their work effectively and efficiently to ensure timely and high-quality deliverables; 
    • Manage staff assignments and priorities, providing direction and feedback, and developing work plans; 
    • Escalate risks and issues while keeping higher level management informed of project progress.
  • Foster an environment of accountability, with good communication and relationships with users, direct reports, and vendors.
  • Organize, plan, execute, and adapt strategies in response to evolving factors. 
  • Cultivate strong relationships with internal business teams, stakeholders, and agency partners.
  • Communicate effectively and clearly in writing and orally, including giving formal presentations, to a wide range of audiences including executive staff, colleagues, and MTC board members and partners.
  • Flexibly and agilely respond to changing demands and changes in direction.
  • Think critically and strategically, ask questions, consider alternatives, and make informed recommendations and decisions. 
  • Proactively recognize and share potential opportunities for individual growth, team-building, strengthening partnerships, and advancing equity.
  • Develop strong work relationships with stakeholders that need technology coordination; ensuring that Technology Services section is responsive to the staff needs and availability for support.
An appropriate combination of education and experience that has provided the required knowledge, skills and abilities is qualifying. A typical way of obtaining the required qualifications is:

Education: A Master's degree in an appropriate field related to the area of assignment, such as transportation planning, project management, public finance, transportation engineering, economics, business or public administration; Applicants with a degree issued from an institution outside the United States must have their transcripts evaluated by an academic accrediting service and provide proof of equivalency along with their application.  

Experience: Three years of increasingly responsible experience in an appropriate field related to the area of assignment.

A Bachelor's degree in an appropriate discipline and four years of relevant experience is an alternative qualification.

Preferred Qualifications:
  • Bachelor's degree in Computer Science, Information Technology.
  • Minimum of 10 years of experience in the field, with at least 5 years in a managerial role.
  • Proficiency in infrastructure design, service-oriented tools, implementation, and maintenance best practices.
  • Experience with virtualization technologies, cloud services, and hybrid infrastructure environments.
  • Knowledge of ITIL processes and frameworks.
  • Strong project management skills, with the ability to prioritize and manage multiple tasks and projects simultaneously.
License/Certificate: Possession of a valid California Class C driver's license and a safe driving record, or the ability to provide alternate transportation which is approved by the appointing authority. Specific duties and responsibilities include, but are not limited to, the following:  

Service Delivery Management – IT Operational Oversight
  • Develop and maintain service delivery processes and procedures, including helpdesk, enterprise cloud applications, hardware deployment, and IT support, encompassing AV systems and AV work.
  • Monitor service performance against SLAs and KPIs across all technology domains, document and standardize processes; take corrective actions as needed.
  • Drive continuous improvement initiatives to enhance service quality and efficiency.
  • Proactively identify and resolve service delivery issues across diverse technology domains and serve as highest point of escalation.
  • Oversee operational information and ensure systems are in place to monitor, uphold procedures in order to maximize resource utilization within the unit.
Leadership and Team Management
  • Lead and manage a team of technical professionals specializing in helpdesk support, staff engagement, finance ERP systems, enterprise cloud applications, Salesforce CRM, and hardware deployment, providing guidance, coaching, and mentorship.
  • Define team goals and objectives aligned with overall business objectives and specific requirements of each technology domain.
  • Set the standard for Service Delivery unit behavior, and provide and promote a positive working environment for unit staff to ensure strong employee morale, motivation and productivity.
  • Foster a collaborative and positive work environment to maximize team productivity and morale across all technology domains.
  Customer  and Relationship Development
  • Build and maintain strong relationships with staff, understanding business needs and priorities across diverse technology platforms.
  • Act as the primary point of contact for client escalations related to infrastructure, finance ERP systems, enterprise cloud applications, and hardware deployment and ensure timely resolution of issues.
  • Conduct regular service review meetings with staff to review performance and identify areas for improvement across all technology domains.
Resource Planning and Allocation
  • Coordinate resources effectively to meet service delivery requirements across Service Delivery workgroups.
  • Ensure appropriate staffing levels and skills are available to support service delivery workloads.
  • Manage vendor relationships and contracts specific to each technology domain to augment service delivery capabilities when necessary.
Information Security Oversight
  • Identify and mitigate risks related to service delivery across diverse technology domains, such as security vulnerabilities or system failures.
  • Establish and maintain processes for incident, problem, and change management ensuring proper categorization, prioritization, and escalation of incidents. 
  • Develop and implement contingency plans specific for operational supported applications and infrastructure to minimize service disruptions.
  • Stay updated on industry best practices and emerging technologies across all technology domains to anticipate future challenges and opportunities.
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