1070 Service Desk and Org Change Manager

Recruitment #PEX-1070-082040


Service Desk and Organizational Change Manager
City Job Class:  1070 IS Project Director
PeopleSoft Financials & Supply Chain Management System (FSCM)

Controller’s Office -  Systems Division


Announcement clerically amended on 8/31/18



The Controller’s Office manages the following enterprise-wide systems for the City: PeopleSoft Financials & Supply Chain Management PeopleSoft Human Capital Management, PeopleSoft Enterprise Learning Management, Oracle Interaction Hub, Cognos Business Intelligence, and Informatica.  For our PeopleSoft systems, we are planning an exciting upgrade project to bring us up to the latest version of the application and preparing for new features for our users, our stakeholders and the system support teams.   

The Controller’s Office is committed to enhancing and expanding application functionality to better support our users’ changing needs.  Over the last 5-year period, we have launched new applications and products that have greatly increased and diversified our user base and amplified the need to improve how we assist our business partners to drive stakeholders value and desired business outcomes. 

To support this vision, we have created a new senior position for an accomplished and enthusiastic Service Desk and Organizational Change Manager responsible for implementing the Office’s organizational change activities and projects and managing the Office’s service desk.

The ideal candidate is a highly motivated, experienced, and ambitious change management professional with a proven track record of engagement leadership and execution who will bring to bear their industry, strategy, skills, and process expertise to deliver significant impact to our business partners; as well as experience managing operational team or service desk, responsible for supporting the Office’s ITSM activities. This position requires a great attitude/team player, an ability to ‘crank out’ work products and meet tight deadlines, strong writing and communication skills, good personal organization, and an ability to ‘connect’ with business partners and stakeholders.

The incumbent will assume a leadership role, reporting to Director of Service Delivery and PMO, managing a team of approximately 15 professionals to support the Office’s goal of providing best in class customer service and support thru the design, development, and delivery of change strategies and ITSM plans that improve the City’s operational efficiency and performance and customer experience.

Under general direction, the incumbent is responsible for a broad range of activities:


·         Lead complex change programs; including enterprise-wide transformational programs

·         Manage technology enablement project teams comprised of both communications and training resources

·         Determine the level of change difficulty and create plans to match the complexity of that change/project including stakeholder analysis, communications planning, change impacts, change agent network, organizational readiness, and training plans

·         Develop and conduct custom training to help users learn and integrate



·         Work with appropriate development teams on adoption metrics creation and determine documentation process, roles and responsibilities within project team on metric delivery, and delivery communication methods for pre- and post-launch

·         Engage with stakeholders (surveys, interviews, focus groups etc.) to understand their needs, prepare them for change and help them resolve barriers to adoption

·         Monitor and evaluate the results of adoption actions to help business partners identify gaps and build their capacity for success


Service Desk Management

·         SLA Management

·         Service Level Reporting

·         Service Performance Analysis & Trending

·         Operational Improvement Planning

·         Self Service and Knowledgebase enhancements



·         Author and present thought leadership content via meetings, website, social media, webinars, practitioner groups, community calls, guest speaking engagements

·         Ensure that change management initiatives and service desk activities align with overall program plans, objectives, and timelines

·         Build executive presentations and status reports


The Ideal Candidate will possess the below traits, experiences and skills:

·         Proven track record of managing enterprise-wide, transformational, and multi-disciplinary change initiatives

·         Ability to learn system functionality with ease to consider system limitations and leverage capabilities when analyzing stakeholders’ business needs

·         Expert of change management principles, methodologies, tools and innovative, and cutting-edge best practices

·         Handles ambiguity in stride

·         Knowledge of ITIL, ITSM, Agile and other service and program management methodologies

·         Experience with PeopleSoft, SaaS rollouts and ERP rollouts

·         Expertise in organizational change management / organizational development, product adoption, process improvement, customer relationship management, and project management

·         Comfort and interest in exploring and learning new technology and how it can be used to improve work and organizational performance

·         Excellent verbal and written communication skills

·         Thorough competence in Microsoft Office products, particularly Word and PowerPoint

·         At least four years of experience in the public sector or technology consulting sector

·         Excellent interpersonal skills, including ability to communicate with a highly diverse range of stakeholders and coworkers. 

Minimum Qualifications

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.  Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

An associate degree in computer science or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in computer science or a closely-related field].

Seven (7) years of experience in system administration, information systems development, maintenance and support, or information technology project management, including two (2) years of supervisory experience

License and Certification:


Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). One (1) year is equivalent to thirty (30) semester units / forty-five (45) quarter units with a minimum of 10 semester / 15 quarter units in computer science or a closely related field.

Selection Procedures

Only those candidates who most closely meet the needs of the Department will be invited to continue in the selection process.  Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process. 

Applicants will be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at

Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco

Conviction History

As a finalist for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a finalist. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are selected as a finalist, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. 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.


General Information concerning City and County of San Francisco Employment Policies and Procedures:
Important Employment Information for the City and County of San Francisco can be obtained at http://sfdhr.org/information-about-hiring-process or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents:
Applicants should keep copies of all documents submitted, as these will not be returned.

Right to Work:
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.


Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: 

Permanent-Exempt (PEX) Appointment:
This position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointing officer. The project has a maximum duration of up to three (3) years.

Recruitment Type: PEX
Issued: 8/29/2018
Amended: 8/31/2018

Micki  Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: PEX-1070-082040
CON/ VC/415-554-7506


All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.


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