Deputy CTO - Client Services

The Department of Information Technology (DoIT) leads the State in the creation and implementation of information technology solutions that improve IT infrastructure and government services and keep Maryland current within IT industry trends.

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Department of Information Technology (DoIT)

A Department of Information Technology Chief is a senior position within the Department of Information Technology (DoIT) that oversees the provision of critical statewide client services such as hardware and software implementation and support, patching and updating, asset management, voice services, and other enabling desktop technology solutions to agencies of State Government. Specifically, this program provides oversight of all first contact client services and follow-up to ensure resolution and customer satisfaction. This program also provides services that support IT service management such as managing assets and the service catalog. This position directly and indirectly supervises technical, professional, or administrative staff, and reports directly to the Deputy Secretary, Chief Technology Officer.

Oversee staff and operations:

Provides supervision of Technology Platform Directors and staff. Also ensures contractor performance in accordance with statements of work and work orders. Leads the development of organizational structure, staffing plans, training plans, and staff development.

Oversee service delivery:

Provides oversight of the internal and external capabilities for end-user client services via service catalog requests or contact with the Service Desk, voice telecom services, and asset management.  Ensures service delivery meets Service Level Agreements (SLAs) and other performance standards.

Develop plans and strategies:

Develops long and short-term strategies, roadmaps, and plans for client services and support of broader DoIT and statewide strategies and initiatives.

Manage budget, fiscal, and procurement activities:

Oversees and manages the internal budget and fiscal aspects of programs and services offered by DoIT including budget development, expenditure tracking, service costing, and customer chargeback model development. Coordinates budget, fiscal, and procurement activities with the DoIT Deputy Secretaries, CTO and COO, and other agencies as appropriate. Procurement activities include requirements and statement of work creation, vendor contacts, and contractor activity management.

Client Relations/Customer Service:

Maintain client relations and ensure services rendered meet expectations. Attend meetings with clients when necessary and exercises professional communication and problem-solving skills in dealing with challenging customers.

Experience:  At least eight years’ experience in a Sr. level position managing a large client service organization in the public sector.  Three of the eight years must have been in a supervisory role.  Must have experience leading a service desk with ServiceNow in the following areas:  ITSM, ITOM and Asset Management. 

Preference will be given to candidates who have one or more of the following skillsets or experience:

• Experience with ServiceNow Performance Analytics.
• Contract management experience and overseeing vendors/contractors.
• Prior experience managing a large IT budget.

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

STATE OF MARYLAND BENEFITS

Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.

For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at Application.Help@maryland.gov or 410-767-4850, MD TTY Relay Service 1-800-735-2258.

We thank our Veterans for their service to our country.

People with disabilities and bilingual candidates are encouraged to apply.

As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.