Bureau CHIEF OF Service Delivery

Bureau Chief Of Service Delivery

This open competitive advertisement is for a SES (Selected Exempt Service) position located at Central Office in Tallahassee, FL, in the Office of Information Technology. The Bureau Chief of Service Delivery provides strategic leadership and operational oversight for the organization's end to end service delivery functions. This role ensures that technology services are aligned with business priorities, delivered efficiently, and continuously improved.

Job Duties:

• Strategic Leadership: Develop and execute the enterprise service delivery strategy aligned with organizational goals. Serve as a key member of the Information Technology (IT) leadership team, contributing to enterprise governance, strategic planning, and technology road mapping. Promote a customer focused culture that emphasizes accountability, transparency, and measurable outcomes. Act as a liaison between business units and IT to ensure service outcomes meet business needs.
• Management & Supervision: Directly supervise the Demand Manager, Service Desk Manager, and Process Improvement Manager. Provide coaching, mentoring, and performance management for Bureau staff. Establish policies, standards, and performance metrics to ensure consistency in service delivery across the enterprise.
• Project Demand & Portfolio Oversight: Oversee project intake, prioritization, and resource alignment to ensure strategic investments. Monitor the health of the project pipeline and help resolve cross functional roadblocks. Facilitate informed decision making among executive stakeholders through transparent reporting and analysis.
• Process Improvement & Service Optimization: Oversee the design, implementation, and continuous refinement of enterprise IT service delivery processes. Drive adoption of continuous improvement methodologies such as, Kaizen (small-step improvements), Plan-Do-Check-Act (PDCA cycle), Lean (waste reduction), and Six Sigma (error reduction). Find opportunities for improving customer experience by reducing process complexity, increasing operational efficiency, and delivering technology-driven outcomes rather than technology hardware or software.
• Service Performance & Governance: Oversee service-level agreements (SLAs), key performance indicators (KPIs), and operational benchmarks. Ensure compliance with statewide standards, governance structures, and applicable laws and policies. Provide executive-level reporting on service performance, trends, risks, and opportunities for improvement.
• Stakeholder Engagement: Engage program leadership to ensure technology services support business needs and strategic objectives. Promote a customer centric culture focused on predictable, high quality service outcomes. Represent the bureau at leadership forums, governance committees, and interagency workgroups.

Benefits:

• Paid vacation, sick leave, and holidays.
• Comprehensive health insurance and life insurance with accidental death and dismemberment benefits.
• Supplemental Dental, Vision, Life, Disability and Hospitalization insurance.
• Tuition-Free college courses.
• Retirement Plans with the Florida Retirement System: Pension Plan (Traditional Retirement Pension Plan) Investment Plan (401(K)-Type Retirement Plan) Deferred Retirement Option Program (Drop) Deferred Compensation

Requirements:

• Must be willing to report to the physical office in Tallahassee, FL.
• Must have experience in a public‑sector IT environment.
• Must possess certifications such as ITIL, PMP, Lean Six Sigma, or similar.
• Must have demonstrated success leading enterprise transformation or modernization initiatives.
• Must have experience overseeing demand management, project management, or processes that support enterprise portfolio decision‑making.
• Must have professional experience overseeing SLAs, KPIs, or other operational benchmarks.
• Must possess four (4) years of professional experience in IT or a related field.

Additional Information:

• Background Screening Requirement: The Florida Department of Corrections requires all job applicants and volunteers to pass a Level 2 background check as per Chapter 435, Florida Statutes. This check must be completed before they can start working or volunteering.
• Employment Eligibility: The Florida Department of Corrections (FDC) only hires U.S. citizens and those authorized to work in the U.S. FDC uses E-Verify to confirm an employee's eligibility to work after completing the I-9 form. The Florida Department of Corrections does not currently support H-1B Visa Sponsorship.
• Location: Tallahassee, FL, US, 32399