Statewide IT Operations Director

Commonwealth of Pennsylvania; Pennsylvania; Hybrid; USD 150,000 - 210,000; Full time

Job summary

Commonwealth of Pennsylvania seeks a Director of Operations (Information Technology Executive 3) to lead statewide enterprise operational excellence, ensuring reliable, customer-focused technology services across agencies. You will supervise incident response, performance monitoring, and continuous improvement.

The role requires ITIL expertise, strong leadership, and ability to coordinate cross-agency efforts while managing complex service delivery; telework may be available part-time with

Qualifications

• Twelve years of professional information technology experience, or eight years plus a bachelor’s degree.
• Five+ years leading enterprise IT operations and service management.
• Six+ years coordinating cross-functional teams during incidents.
• Six+ years implementing ITSM processes (Incident, Change, Problem, Service).

Responsibilities

• Lead statewide enterprise operational excellence for reliable shared technology services.
• Oversee disruption detection, coordination, and communication.
• Develop automation, standardized practices, and ongoing service improvement.
• Collaborate with vendors and enterprise organizations to strengthen resilience.
• Ensure customer-focused delivery of technology services.

Skills

IT leadership

Incident management

Change management

Problem management

Service management

Cross-functional leadership

Automation

Observability

Customer service

Operational maturity

Education

Bachelor's degree or higher

Tools

ServiceNow

Enterprise ITSM

Job description

Commonwealth of Pennsylvania seeks a Director of Operations (Information Technology Executive 3) to lead statewide enterprise operational excellence, ensuring reliable, customer-focused technology services across agencies. You will supervise incident response, performance monitoring, and continuous improvement.

The role requires ITIL expertise, strong leadership, and ability to coordinate cross-agency efforts while managing complex service delivery; telework may be available part-time with