Public Safety IT Incident & Service Delivery Lead

TECHNOLOGY & INNOVATION; New York (NY); On-site; USD 110,000 - 170,000; Full time

Job summary

Office of Technology and Innovation (OTI) in New York City seeks a Public Safety Incident and Service Delivery Manager to lead 24/7 IT operations for critical public safety systems. This role requires senior IT leadership, strong incident management, and close coordination with FDNY and NYPD.

You will supervise contractors, ensure SLA/OLA adherence, and report metrics to executive stakeholders while driving continual process improvements across ITIL-based governance.

Qualifications

• 8+ years in enterprise IT within 24/7 service environments.
• Strong leadership and facilitation for large technical teams.
• Experience with conference bridges, documentation, and follow-up.
• Excellent interpersonal and written communication skills.
• Familiarity with Remedy and ServiceNow ITSM platforms.
• Knowledge across IT architecture layers (apps, infra).
• Proven ability to manage incidents and root-cause analysis.
• ItIL fundamentals and governance understanding.

Responsibilities

• Lead large groups of technical and operational support.
• Facilitate conference bridge lines and document outcomes.
• Ensure postmortem actions and trend analysis.
• Maintain ITIL-aligned incident and problem management.
• Coordinate with executive management on status and SLAs.
• Oversee day-to-day policy and procedure administration.

Skills

IT leadership

24/7 operations

ITIL fundamentals

Stakeholder communication

Remedy

ServiceNow

IT architecture

Incident management

Governance

Mentoring

Education

Master's degree in Computer Science

Bachelor's degree in Computer Science

Tools

Remedy

ServiceNow

Job description

Office of Technology and Innovation (OTI) in New York City seeks a Public Safety Incident and Service Delivery Manager to lead 24/7 IT operations for critical public safety systems. This role requires senior IT leadership, strong incident management, and close coordination with FDNY and NYPD.

You will supervise contractors, ensure SLA/OLA adherence, and report metrics to executive stakeholders while driving continual process improvements across ITIL-based governance.