Deputy Director of Agency Success

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• Our new State Employee Benefits Overview page!
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• A healthy work/life balance to all employees

THE ROLE

As part of the DAS/BITS executive leadership team, the Deputy Director of Agency Success provides enterprise-level vision, strategic direction, and operational leadership for statewide IT services. This role leads customer success functions and manages the full application portfolio for all agencies outside the Health and Human Services domain, ensuring technology solutions align with agency priorities, statewide goals, and long-term sustainability.

Key Responsibilities: 

• Lead statewide Agency Success services supporting ~30 executive branch agencies.
• Provide strategic direction for enterprise IT service delivery and customer success operations.
• Oversee Customer Success Managers (CSMs) and their teams.
• Partner with agency leadership to identify business needs and shape technology strategies.
• Direct statewide initiatives in application modernization and process improvement.
• Ensure cross-division collaboration to deliver timely, effective solutions for complex needs.
• Drive operational excellence and cost reduction through process improvement.
• Establish performance metrics and reporting to measure outcomes and customer satisfaction.
• Model department values through consistent leadership behavior. 

Check out our Applicant Tips on How to Apply! Need more resources? Visit our Applicant Toolkit for additional support throughout the recruitment process.  

BEFORE YOU APPLY: 

• Meet Minimum Qualifications: Ensure you meet the Minimum Qualifications listed on the job opening by the job closing date. You must specify your qualifications on your application. The minimum experience and training requirements listed must be met by the close date on the job opening, unless otherwise specified.  
• Educational Credits: List your earned credits and degrees from accredited institutions accurately on your application. To receive educational credits towards qualification, the institution must be accredited. If the institution of higher learning is located outside of the U.S., you are responsible for providing documentation from a recognized USA accrediting service which specializes in determining foreign education equivalencies to the contact listed below by the closing date listed on the job posting. 
• Resume Policy: Per Public Act 21-69, resumes are not accepted during the initial application process. As the recruitment process progresses, candidates may be required to submit additional documentation to support their qualification(s) for this position. This documentation may include: a cover letter, resume, transcripts, diplomas, performance reviews, attendance records, supervisory references, licensure, etc., at the request and discretion of the hiring agency. 
• Preferred Shift/Location: Select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location or shift. 
• Timely Submission: All application materials must be received by the job posting deadline. You will be unable to make revisions once you officially submit your application to the State.  Late submissions are rarely accepted, with exceptions only for documented events that incapacitate individuals during the entire duration of the job posting. Request exceptions by emailing DAS.SHRM@ct.gov. 
• Salary Calculations: For current state employees, salary calculations are not necessarily comparable from one of the three branches of state government (i.e., Executive, Legislative, Judicial) to the other. 

• Note: The only way to apply to this posting is via the ‘Apply’ or ‘Apply Online’ buttons on the official State of Connecticut Online Employment Center job posting.

AFTER YOU APPLY: 

• Some email providers may experience delays or issues delivering messages. To avoid missing important updates—such as referral questionnaires or interview scheduling links—please check your Personal Status Board regularly. For added convenience, you can also enable text (SMS) notifications. To do this, log in to your Personal Status Board and select “Update My Contact Information.”
• Referral Questions: This posting may require completion of additional Referral Questions (RQs), which must be completed by the questionnaire’s expiration date. If requested, RQs can be accessed via an email sent to you after the job close date or by visiting your JobAps Personal Status Board (Certification Questionnaires section).   
• Prepare For An Interview: Interviews are limited to those whose experience and training are most aligned with the role. To prepare, review this helpful Interview Preparation Guide to make the best impression! 
• Stay connected! Log in daily to your JobAps Personal Status Board to track your status and check email (including spam/junk folders) for updates and tasks.  
• The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.  
• Note: This position will be filled in accordance with contractual language, reemployment, SEBAC, transfer, promotion and merit employment rules. Candidates who are offered and accept a position with the State of Connecticut are bound by the State Code of Ethics for Public Officials and State employees, available at www.ct.gov/ethics.

QUESTIONS? WE’RE HERE TO HELP: 

Due to high volume, we are unable to confirm receipt or provide status updates directly. For recruitment updates, please check your Personal Status Board and review our Frequently Asked Questions. If you have additional questions about the recruitment process, reach out to Sharon McIntosh, at Sharon.McIntosh@ct.gov.

• Plans, organizes and manages all operations and activities of an information technology services unit, division, function or location; 
• Responsible for meeting all data processing or information technology needs of the respective unit, division, function or location; 
• Establishes priorities for systems development and information technology projects in accordance with agency requirements; 
• Coordinates, plans and manages solution architecture projects; 
• Directs the planning, design and implementation of complex storage solution configuration; 
• Develops plans for future utilization information technology services in the overall agency program; 
• Within the financial resources of the agency ensuring the development of high quality, low-cost technology solutions aligned with the needs of the State and its agencies; 
• Aligns information technology planning with the business strategy; 
• Leads and influences the development of standards and decisions regarding changes to systems/applications; 
• Manages information systems activities within areas such as IT infrastructure and architecture, applications development, networks, computer operations and support;
• Oversees information technology projects from conception to completion; 
• Works with leadership team to maximize cross-team contributions; 
• Leads information technology operations to ensure exceptional quality and timely response to all customer service issues; 
• Interfaces regularly with clients/customers; 
• Stays abreast of local, regional and national industry trends; 
• Understands the major economic, political, technological and competitive trends affecting technology; 
• To capture competitive advantages, searches out challenging opportunities to change, grow, innovate and improve; 
• Compares information technology with those of significant competitors and makes appropriate adjustments; 
• Coordinates the use of key people, resources, technologies, process, and capabilities to reach strategic goals; 
• Sets an example by acting in ways that are consistent with shared department values; 
• Fosters collaboration by promoting cooperative goals, building trust and enlisting others in a common vision; 
• Strengthens staff by providing choice, developing competence and offering visible support; 
• Focuses on continuous learning for self and staff; 
• Actively acknowledges individual and team accomplishments; 
• Leverages technological solutions to meet business needs; 
• Leads the recruitment and hiring of staff, including outreach, interview and selection;
• Performs related duties as required.

• Experience managing portfolios of IT projects and enterprise initiatives
• Experience overseeing application development lifecycles, including testing and quality assurance
• Experience building and maintaining relationships with agency leaders
• Experience leading stakeholder engagement and cross-functional collaboration