What are the responsibilities and job description for the Division Manager - IT Service Delivery Manager position at City of Fort Lauderdale?
Position Summary
This is highly responsible managerial, supervisory, technical and administrative work of considerable difficulty in the planning, analysis, design, operation, maintenance, and support of the City's Information Technology Services Office of the CIO Division.
Under the direction of the Information Technology Services (ITS) Department Director or designee the employee in this class is responsible for planning, budgeting, organizing, directing, and coordinating the operations of the Information Technology Office of the CIO. The primary purpose of the Service Delivery Manager role is to resolve customer issues, improve client satisfaction and ensure IT services meet the business’ demands through performance management, project management, relationship management, and process improvement based on IT Service Management industry standards and best practices. The employee exercises extensive initiative and independent judgment. Work is reviewed through conferences, written reports, staff meetings, results achieved and user feedback.
The IT Service Delivery Manager (Division Manager) should have a sharp business mind and a proven ability to strategize and implement high-level program initiatives based on IT Service Management (ITSM) industry standards and best practices. The ideal candidate will be an excellent leader and will have experience in managing staff of different disciplines to produce results in a timely manner. The goal is to ensure that all programs deliver the desirable outcome to our organization
This is a non-classified "at-will" position and is not subject to Civil Service Rules or any collective bargaining agreement.
NOTE: This position will remain open until a sufficient number of qualified applications have been received.
This job classification is in Management Category I for benefits purposes, which includes Ten (10) additional management vacation days per calendar year and a monthly vehicle allowance of $390.00.
Essential Job Functions
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.
MINIMUM JOB REQUIREMENTS:
PHYSICAL STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS:The position involves light physical demands, such as exerting up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
How To Apply/ Veteran Information
Applications will be reviewed and the hiring authority will contact those applicants whose application reflects the best match of experience for the position.
Applicants who qualify will be subject to an extensive selection process and screening program, which may include, but not be limited to evaluation of training and experience; written test; interview; employment record, background check; medical examination; and drug screen. The expected duration of the selection process varies by position.
The City of Fort Lauderdale is an Equal Opportunity, Affirmative Action, inclusive employer and a Drug Free Workplace. The City of Fort Lauderdale does not discriminate based on age, citizenship status, color, disability, marital status, national origin, race, religion, sex, or sexual orientation.
Veterans' preference per Florida law. If claiming Veteran's Preference, candidates must attach a DD214 Member 4 form, and the City of Fort Lauderdale's veteran's preference claim form (J-204) to the online application.
This is highly responsible managerial, supervisory, technical and administrative work of considerable difficulty in the planning, analysis, design, operation, maintenance, and support of the City's Information Technology Services Office of the CIO Division.
Under the direction of the Information Technology Services (ITS) Department Director or designee the employee in this class is responsible for planning, budgeting, organizing, directing, and coordinating the operations of the Information Technology Office of the CIO. The primary purpose of the Service Delivery Manager role is to resolve customer issues, improve client satisfaction and ensure IT services meet the business’ demands through performance management, project management, relationship management, and process improvement based on IT Service Management industry standards and best practices. The employee exercises extensive initiative and independent judgment. Work is reviewed through conferences, written reports, staff meetings, results achieved and user feedback.
The IT Service Delivery Manager (Division Manager) should have a sharp business mind and a proven ability to strategize and implement high-level program initiatives based on IT Service Management (ITSM) industry standards and best practices. The ideal candidate will be an excellent leader and will have experience in managing staff of different disciplines to produce results in a timely manner. The goal is to ensure that all programs deliver the desirable outcome to our organization
This is a non-classified "at-will" position and is not subject to Civil Service Rules or any collective bargaining agreement.
NOTE: This position will remain open until a sufficient number of qualified applications have been received.
This job classification is in Management Category I for benefits purposes, which includes Ten (10) additional management vacation days per calendar year and a monthly vehicle allowance of $390.00.
Essential Job Functions
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.
- Responsible for day to day operations in planning, organizing, and directing technology services catalog items including performance management and technology business analyst programs and functional responsibilities of the Department's Information Technology Office of the CIO.
- Responsible for the management of the Division's budget and makes recommendations for hiring, discipline, and general operational decisions required to effectively manage first line supervisors and professional staff.
- Prepares and presents the division's recommended budget to the Department Director, Budget Office, City's Budget Advisory Board and City Manager.
- Develops, implements, and maintains the department’s project portfolio management framework, programs, templates, tools, policies, procedures and partnerships to expand and mature these capabilities for the Department.
- Directs, assigns, schedules, supervises and reviews the work of Information Technology (IT) project management professional, paraprofessional, supervisory, technical, and clerical support personnel.
- Develops, implements, and maintains the Information Technology Services (ITS) business analyst practice and partnership with all departments and charter offices
- Works closely with management on the Department’s project and service portfolio management and business analyst planning initiatives and activities, business planning and strategic planning.
- Participates in the development, implementation, and monitoring of service delivery and project management key performance measures and reports to continuously improve and mature the departments project and service portfolio management framework and practices.
- Reviews and participates in the approval process for various technology related contracts and agreements.
- Prepares, approves, and presents items for consideration of the City Commission.
- Manages or coordinates projects as assigned; confers with the public, business community, governmental agencies, officials and other stakeholders.
- Performs related duties as required and as directed.
MINIMUM JOB REQUIREMENTS:
- Bachelor's Degree in Computer Science, Management Information Systems, Business, Management, Public Administration or related field.
- Five (5) or more years of progressively responsible IT service delivery management professional/managerial level experience.
- Previous supervisory experience required.
- Additional qualifying experience or completion of coursework at an accredited college or university in a job-related field, may substitute on a year-for-year basis for the required experience or education.
- If claiming Veteran's Preference, candidates must attach a DD214 Member 4 form, and the City of Fort Lauderdale's veteran's preference claim form (J-204) to the online application.
- An in-depth employment background check will be conducted as part of the post offer onboarding process as this position is deemed security sensitive.
- PMP, ITIL, Lean Six Sigma, Agile, Business Relationship Management, Customer Experience certifications and other related project and/or service-related disciplines.
- A leader who has worked in a business-facing IT organization with demonstrated experience in partnering with business stakeholders.
- Prior experience developing and implementing an enterprise service and project portfolio management framework.
- Prior experience developing and implementing a technology business relationship management program.
- Demonstrated experience in identifying opportunities for using IT in new and innovative ways to bring value to the business and drive the business forward.
- Demonstrated experience leading initiatives that result in new and better ways of doing business.
- Demonstrated leadership in supporting the business in achieving or exceeding business goals and objectives.
- Demonstrated leadership in solving issues and challenges such as differing agendas, political considerations and resistance to change.
- Prior experience working for a municipality.
PHYSICAL STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS:The position involves light physical demands, such as exerting up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
How To Apply/ Veteran Information
Applications will be reviewed and the hiring authority will contact those applicants whose application reflects the best match of experience for the position.
Applicants who qualify will be subject to an extensive selection process and screening program, which may include, but not be limited to evaluation of training and experience; written test; interview; employment record, background check; medical examination; and drug screen. The expected duration of the selection process varies by position.
The City of Fort Lauderdale is an Equal Opportunity, Affirmative Action, inclusive employer and a Drug Free Workplace. The City of Fort Lauderdale does not discriminate based on age, citizenship status, color, disability, marital status, national origin, race, religion, sex, or sexual orientation.
Veterans' preference per Florida law. If claiming Veteran's Preference, candidates must attach a DD214 Member 4 form, and the City of Fort Lauderdale's veteran's preference claim form (J-204) to the online application.
