IT Service Delivery Manager II

Recruitment #1809-ITSDM2UNM3-001


This internal recruitment is restricted to all internal County Administration staff, to include, full time, part time, classified, unclassified, probationary, temporary, and seasonal employees.


Hillsborough County Government provides employees with careers that are both professionally and personally rewarding. With a wide range of independent agencies to choose from, the opportunities within Hillsborough County Government are endless! You are not just an employee within the government, you are an ambassador and business partner making a huge impact within our community that helps shape our future.


Our mission is to provide effective quality service at a reasonable cost with courtesy, integrity and accountability in a manner that protects and enhances the quality of life of our diverse population.


The position of the IT Service Delivery Manager will be responsible for establishing supportive long-term relationships with business units to understand their business needs and fully leverage technology initiatives.

IT Service Delivery Manager Vision

Partner with departments to improve County Government performance through high-value technology solutions.

IT Service Delivery Manager Mission

Become departments’ trusted technology advisor and strategic partner by understanding their business and collaboratively leveraging technology resources to achieve their goals and objectives

IT Service Delivery Manager Role

  • Understands the business of the departments – priorities, plans, operating models, business drivers, services, processes, customers, and organizational structure
  • Provides technical and delivery management oversight for IT support teams responsible for a wide array of IT technology systems and functions - Maintains a product portfolio and life cycle management to ensure systems are up-to-date and renewed prior to end of life and proper funding is secured in accordance with county budget cycle. 
  • Teams with departments to develop technology roadmaps, completes technology budget requests and Project Request Forms, and scores new project requests – for individual departments and on an enterprise basis for the organization’s collective benefit
  • Assists in the value analysis of prospective technology investments  – to help maximize return-on-investment and report and measure value creation
  • Works with and leads technology teams to initiate, scope, plan, prioritize and deliver projects – to improve our project management capability and yield expected benefits for departments
  • Communicate the status of projects, progress toward resolving key issues, and emerging technology-related news – to promote informed decision-making within and across departments
  • Manage and monitor service level agreements – to ensure continued value delivery and operational performance


  • Minimum – Bachelor’s degree from accredited college or university, preferably in MIS, CIS, Computer Science, or Information Security
  • Master’s degree from accredited college or university, MBA or MIS - Preferred
  • A minimum of 5 years (7 years preferred) in a technology consulting and/or business systems implementation and high-level project management experience. Proven analytical skills and the ability to distill and simplify complex concepts. Proven track record for implementing enterprise-wide systems and applications utilizing project management best practices and methodologies.
  • Project Management Professional Certification (PMP) - preferred.
  • Currently hold or obtain ITIL v3 Foundation certification within first 6 months of employment (required).



  • Customer Commitment - Proactively seeks to understand the needs of our customers and provide the highest standards of service
  • Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve
  • Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations
  • Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals


Constantly in normal office situations. Requires a fair amount of local travel within the region, excluding overnight stays.


Position may involve extended periods of standing or walking, as well in-town travel to multiple office locations


  • Teams with departments to develop technology roadmaps, completes technology budget requests and Project Request Forms that align with CIIO’s technology road map and the organization’s technology governance and budget processes.
  • Maintains, monitors, and reports operational performance against established service level agreements.
  • Ensures requirements for identified projects are captured, documented and accurately reflect the business needs of the end user community.
  • Works with stakeholders to prioritize and score project initiatives considering benefit and cost components. Provides technical and delivery management oversight for IT support teams responsible for a wide array of IT infrastructure, systems, applications and functions.  Maintains a product portfolio and life cycle management to ensure systems are up-to-date and renewed prior to end of life and proper funding is secured in accordance with county budget cycle.  Works closely with the ITPMO (Technology PMO) in adherence with established project management methodologies. Works closely with the Director of Technology to ensure technical support teams are operating in accordance to established operational policies and procedures and in adherence with established technology roadmaps.
  • Follows established project management methodologies, utilizes necessary software resources and documentation to execute and control large-scale cross-functional project implementations.
  • Acts as a technology consultant and coordinates with leadership within the County and with external agencies/departments to ensure efficient flow of communications and services; interprets and explains applicable regulations, directives, policies, procedures, and requirements.
  • Coordinates/develops partnerships on cross-departmental and departmental-external entity partners to assure maximum value is identified and delivered.
  • Conducts and presents analyses of current programs and alternatives, including operating expenditures, human capital, other capital and risks associated with varying assumptions.
  • Manages operational performance of service providers in accordance with contractual obligations. Conducts benefit/cost analysis, reviews/evaluates industry trends, and ensures that cost-effective, best-in-breed technology is deployed throughout the County.
  • Influences and encourages business colleagues about the potential business uses of particular technologies that unlock the information in systems or enhance business processes. Effectively shares the results of key decisions, processes or programs that support the goals of the County.
  • Other duties as assigned


  • Highly Complex: Problems are complex, varied and only rarely related to those seen before. Determining problem’s “root cause” requires substantial individual effort as well as consultation with other technical resources throughout the department. A high degree of analytical ability and inductive thinking required to solve intricate and complex technology problems. Demonstrates political savvy, must be able to develop new and nonstandard approaches.
  • Highly Complex: Ability to make strong analytic decisions, including situations with ambiguity and/or uncertainty; ability to effectively prioritize and execute tasks in a high-pressure environment. Independent judgment is required to recommend departmental or County objectives, evaluate new approaches to problem solving, and assess changing facts, conditions and risks. Sets clear client expectations upfront.
  • Exceptional communication skills – written and verbal;
    Excellent active listening skills;
    Ability to work effectively with all levels of the organization;
    Ability to produce clear, precise, well-designed communications in a variety of media, including print, electronic and visual formats;
    Requires extensive contact with internal and external persons/agencies, as well as with the general public. Involves considerable tact, discretion and persuasion in obtaining cooperation of others. Communicates progress and updates to Department Management and Leadership. Prepares briefings for Senior Management and the CIIO.
  • Ability to interpret performance outcomes, indicators, and measures and articulate how technology investments support the County’s strategic direction.
  • Ability to implement project management processes and methodologies to ensure assigned projects are delivered on time, within budget, adhere to high quality standards, and meet customer expectations. Ability to assemble project plans and teamwork assignments, direct and monitor work efforts on a daily basis, identify resource needs, perform quality review; and escalate functional, quality, timeline issues appropriately. Knowledge of project management approaches and tools;Expertise in software development lifecycle principles and methodologies;
  • Ability to influence others to move towards a common goal;
    Ability to lead and coordinate the activities or tasks of technical staff, people and/or groups; Experience communicating and working with Senior Leadership Teams.



We offer much more than the competitive pay you expect. We value our employees and Hillsborough County Government is committed to providing a comprehensive and competitive benefits package. And because we understand that no two people are exactly alike, you can choose what best suits the needs of you and your family.

  • Health Plan: The County pays towards health insurance premiums for all employees. Employees can select from three health care plan options. Coverage is effective the first of the month following 30 days of employment.
  • Dental Insurance: Employees are eligible to enroll in the dental coverage and choose from four options: High DMO, Low DMO, a network Open Access Plan, and a PPO. Coverage is effective the first of the month following 30 days of employment.
  • Vision Care: Employees and their dependents are eligible to enroll in the vision coverage. Co-payment coverage includes exams, lens and frame, as well as an allowable contact lens expense. Coverage is effective the first of the month following 30 days of employment.
  • Employee Assistance Program: This program provides all employees and family members with professional, confidential counseling sessions. All employees and dependents are afforded up to six (6) free visits per Plan year. Coverage begins on the first day of employment.
  • Tuition Reimbursement: Employees may be reimbursed up to $1,000 (undergraduate), $2000 (graduate) per fiscal year for classes at an accredited college or university for courses that enhance your ability to perform your current job duties.
  • Holidays: Employees receive up to 12 paid holidays per year.

Visit our Employee Benefits page for more exciting details.

Veteran’s Preference:

Do you qualify for Veteran's Preference? Preference will only be entitled upon initial appointment for eligible veterans and eligible spouses of veterans. Documentation that clearly shows dates of service, campaign awards or medals received, and character of discharge (DD-214 Member-4 or Service-2 copy) to support entitlement to preference must be provided at the time of application.

Equal Opportunity Employer:

Hillsborough County Government provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Hillsborough County Government complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Hillsborough County welcomes and encourages applications from minorities, veterans, and persons with physical and mental disabilities, and will reasonably accommodate the needs of those persons in the application and testing process. The decision on granting reasonable accommodation requests will be on a case-by-case basis.

Hillsborough County Government expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Hillsborough County Government’s employees to perform their job duties may result in discipline up to and including discharge

Hillsborough County is a drug free workplace.

Response/Recovery Activities:

Employees are required to participate in response/recovery activities in response to an emergency or natural disaster affecting County operations and/or its citizens. In such situations, every effort will be made to maintain operations, but employees will be assigned to carry out response activities suited to their skills and capabilities. *MON*