Management Services Division Chief (10418, Grade 38)

Description

OVERVIEW

The Management Services Division (MSD) provides high-quality professional services to support the Operating Divisions within the Department. Additionally, the Division serves as the information hub for the residents of Prince George’s County in promoting the multitude of recreational programs and services offered by the Commission and Department. MSD is also a significant internal partner with various divisions and the M-NCPPC Central Administrative Services in delivering effective resource management in the areas of training and development, information systems, and customer service. The Management Services Division resides within the Administration and Development Deputy Director’s management group of the Department

MISSION

The Division’s primary function is to enhance the Department’s investment in human capital, information management, and resources through collaboration, governance and policy standards, strategic planning, and service delivery by establishing business procedures and processes through effective resource management, training, analysis, support, and customer service.

GOAL

Advance the department's mission, vision, and values by providing exceptional service, support, and solutions to internal and external customers.

OBJECTIVE

Challenge the status quo by embracing and initiating beneficial changes that result in continuous improvement in service delivery and customer satisfaction. Improve communication and collaboration with internal and external customers and among M-NCPPC divisions to build and support relationships. Provide transparency and information security in program operations. Promote a culture of openness, trust, diversity, and equality. Promote efficient use of department resources by expanding our reach in each of our work units by evaluating performance measures and the use of existing technology.

PROGRAMS AND SERVICES PROVIDED

Division Management

The Division Management Unit is responsible for the overall administration, strategy, vision, oversight, and implementation of the Division goals and priorities. This unit includes the Division Chief, Assistant Division Chiefs, and a team of administrative staff.

Human Resources

The Human Resources Management Unit is responsible for providing human resource services and support to the entire Department. The unit provides strategic guidance and direction in all matters and programs related to Labor/Employee Relations, Recruitment, Performance Management, Policy Guidance and Interpretation, and Employee Engagement. The unit serves as a central resource for management and staff, providing programs and initiatives that align with the Department’s mission and vision and help drive organizational effectiveness.

Training & Organizational Development

The Training and Organizational Development Unit oversees Parks and Recreation University, which provides high-quality training and development opportunities that inform, educate, and inspire all employees to reach their professional and career goals at the individual, team, and organizational levels. This Unit also leads Workplace Culture, Employee Engagement, and Organizational Development activities within the Department.

Office Services

The Office Services Unit (OSU) manages the Park and Printing Solutions platform, which is a web-to-print online ordering system for requesting and submitting print jobs. The Unit functions as in-plant operations within the Department to include reprographic productions, mailroom and courier services and recreation warehouse services. Additionally, OSU has management oversight of the Department’s Recreation Warehouse. The Recreation Warehouse includes oversight of the Infor Inventory Module v10, the purchasing platform for administrative, recreational, and leisure program supplies.

Enterprise Asset Management

The Enterprise Asset Management (EAM) Unit administers the EAM software platform to track the cost, labor, materials, projects, and services related to the physical maintenance and inventory of the properties, assets, and amenities within the Department parks and recreation system.

Data Analytics

The Data Analytics work program consists of inspecting, cleansing, transforming, and modelling data with the goal of discovering useful information, informing conclusions, promoting, and supporting data driven decision-making throughout the Department.

Customer Service Help Desk (PARKS DIRECT) Operations

The Customer Service Help Desk Unit serves as the first line of support for the county residents as well as the Department facilities and staff. The Help Desk maintains several information systems (particularly the PARKS DIRECT registration software) and disseminates information about M-NCPPC activities, including policies and programming, facilitating procedural actions for clients, as well as troubleshooting the use of the publicly accessible software applications.

Customer Service Help Desk (PARKS DIRECT) Projects

The Customer Service Help Desk Projects Unit provides hardware and software configuration management for several information systems (particularly PARKS DIRECT) as well as custom application development and maintenance. It works with staff across all departments to implement new features and enhancements in existing systems and introduce innovative technologies to support business needs.

Property Management/Park Permits

The Property Management/Park Permits Unit provides permitting and reservation services for picnic shelters and park buildings within the Department. Manage all rental agreements and contracts related to the inventory of park property houses, parkland, and agricultural use.

Examples of Important Duties

Management of the Human Resources Work Program

• Responsible for the overall administration, coordination, and evaluation of the Department’s human resource function.
• Makes recommendations to senior and executive management for improvement of the organization’s policies, procedures, and practices on human resources matters.
• Maintains knowledge of industry trends and employment legislation and ensures the organization’s compliance.
• Maintains responsibility for organization compliance with federal, state, and local legislation pertaining to all personnel matters.
• Provide guidance to the HR Manager in representing the Department in Human Resources matters involving the Commission, Legal, DHRM, and Parks and Recreation management and staff.
• Develop HR Reports and Analytics to capture relevant HR data within the Department (i.e. new hires, turnover, promotions, disciplinary actions, etc.).

Training & Organizational Development

• Serve as a senior advisor to executive and senior leadership throughout the Department, offering guidance and direction related to organizational effectiveness, leadership development/behaviors, team performance, workplace culture, and change management.
• Oversee organizational development activities to ensure overall organizational effectiveness, workplace culture, and optimal performance of the Department workforce.
• Accountable for the overall management of training and professional development opportunities to include assessing, planning, implementing, and evaluating all aspects of continuing education, training, and professional development services.
• Drive change management activities, advocacy, coaching, and conflict mitigation to achieve desired results.

Management of the Enterprise Asset Management System

• Oversee the EAM work program deliverables to ensure that they align technology solutions with business/operational strategies.
• Ensure that the EAM Team has a strategic direction to implement system functionality properly and consistently to meet the department's operational needs.
• Serves as a liaison to senior and executive management and provides updates on continuous improvement and enhancements to the EAM system.
• Advise on EAM deliverables for the execution of training, testing/QA, and process improvements.
• Serve as the Department’s Executive Sponsor for EAM and coordinate as needed with Montgomery County Parks on its administration and governance. Keep the Deputy Director of Administration and Development informed of matters requiring further coordination with the Commission IT Council.

Management of the Help Desk/Park Permits/Park Houses

• Provide oversight in the planning and implementing of the Help Desk/Park Permits strategies and operations.
• Champion technological initiatives that enhance the service delivery to our customers and create efficiencies for staff.
• Ensure staffing levels and work capacity are aligned to foster a high level of customer service and satisfaction.
• Provide leadership and oversight to ensure the Help Desk provides effective customer service and responsiveness to the public and Department staff.
• Provide strategic leadership and oversight to ensure the Help Desk develops and delivers management reports on the sales and utilizes data captured in the Rec Trac (Smartlink) system.

General Administration of the Management Services Division

• Responsible for planning and implementing the necessary management services to achieve Department goals and objectives through effective leadership and management of the Division’s work programs: Human Resources, Help Desk, Enterprise Asset Management System, Park Permits, Park Houses, and Office Services.
• Demonstrate effective and inclusive leadership that promotes staff motivation, effective supervision, and empowerment
• Ensure equitable and appropriate staff participation in training and continuing education programs.
• Ensure the Division’s adherence to Commission merit rules, practices, procedures, and notices.
• Meet regularly/monthly with supervisor and direct reports to update action items and share key findings/information as appropriate and/or timely.
• Communicate changes in Commission and Department practices, policies, and procedures to the Division to ensure staff are informed and trained to follow appropriate practices, policies, and procedures.

Minimum Qualifications

• Bachelor's Degree in Business Administration, Finance, Communications, Human Resources, Public Administration, Public Affairs and Marketing or any related field.
• Eight (8) years of progressively responsible experience, that includes four (4) years of lead or supervisory experience.
• An equivalent combination of education and experience may be substituted, which together total twelve (12) years.
• Requires a valid driver's license in accordance with both State and Commission rules and regulations. Driver’s license must be unencumbered by restrictions, revocations, suspensions, or points that could limit the employee’s ability to drive

Supplemental Information

Class Specification: 1196 - Administrative Programs Division Chief

May be subject to medical, drug and alcohol testing.

DIVERSITY STATEMENT:The Maryland-National Capital Park and Planning Commission (M-NCPPC) is an Equal Opportunity Employer. We celebrate a workplace culture of diversity, equity and inclusion without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, sexual orientation, marital status, disability, genetic information, gender identity, or any other non-merit factor.

Applicants with Disabilities under the Americans with Disabilities Act. If you require accommodations or special arrangements due to a qualifying disability, please notify the Recruitment & Selections Services Unit at the time of applications at or 301-454-1411 (Maryland Relay 7-1-1) M-NCPPC will make all efforts to reasonably accommodate you.