IT Operations & Service Reliability Leader

Commonwealth of Pennsylvania; Harrisburg (Dauphin County); Hybrid; USD 125,000 - 180,000; Full time

Job summary

Commonwealth of Pennsylvania seeks a Director of Operations (Information Technology) to lead statewide enterprise operational excellence and ensure reliable, customer-focused delivery of shared technology services. The role coordinates disruptions, establishes modern standards, and drives automation across agencies.

Required are extensive IT leadership experience, ITIL-based process knowledge, and strong cross-agency collaboration.

Qualifications

• Twelve years of professional information technology experience.
• Eight years of professional information technology experience and a bachelor’s degree.
• An equivalent combination of experience and training.

Responsibilities

• Operational Leadership: Guide enterprise operational excellence functions that support statewide reliability.
• Service Standards: Establish consistent and modern operational standards that improve technology services.
• Disruption Coordination: Oversee rapid detection, coordination, and communication of technology disruptions.
• Process Improvement: Advance automation, standardized practices, and continual service enhancement.
• Cross-Agency Collaboration: Work closely with leaders, vendors, and enterprise organizations to strengthen service resilience.

Skills

Operational leadership

ITIL & service management

Incident management

Automation & observability

Cross-functional collaboration

Customer-focused delivery

Education

Bachelor’s degree

Equivalent combination of experience

Tools

ServiceNow

Splunk

Dynatrace

Datadog

Azure Monitor

SolarWinds

Job description

Commonwealth of Pennsylvania seeks a Director of Operations (Information Technology) to lead statewide enterprise operational excellence and ensure reliable, customer-focused delivery of shared technology services. The role coordinates disruptions, establishes modern standards, and drives automation across agencies.

Required are extensive IT leadership experience, ITIL-based process knowledge, and strong cross-agency collaboration.