Position Information

NY HELPNo

AgencyInformation Technology Services, Office of

TitleProject Coordinator / Service Delivery Manager, (Ref# 18538)

Occupational CategoryI.T. Engineering, Sciences

Salary GradeNS

Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)

Salary RangeFrom $0 to $120219 Annually

Employment Type Full-Time

Appointment Type Temporary

Jurisdictional Class Competitive Class

Travel Percentage 0%

Schedule

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? No

Telecommuting allowed? No

Location

County Albany

Street Address ESP, Swan Street Building, Core 3

City Albany

StateNY

Zip Code12220

Job Specifics

Minimum Qualifications Eight (8) years related experience in performing analytical analysis in an IT environment, including two (2) years of supervisory experience or one (1) year of managerial experience.
Education can substitute for experience in the following manner:
Education Years Substituted
Associate’s degree - 1 year
Associate’s and 15 credit hours in computer science - 2 years
Bachelor’s degree - 2 years
Bachelor’s and 15 semester credit hours in computer related field - 3 years
Master’s degree in computer science or related field. - 1 additional year on top of other degree
Doctorate in Computer science or related field - 2 additional years on top of other degree

Duties Description Under the direction of the NYS Deputy Chief Information Office this Project Coordinator will serve as a director of the Service Delivery Managers within The Chief Operations Office (COO) / Service Delivery Management (SDM) bureau. Service Delivery Managers are responsible for understanding the Operational services, and working with Operational Service Owners to review processes and existing services looking for potential improvements and inefficiencies. Service Delivery Managers work in conjunction with peer SDMs across other Operation disciplines to collectively drive Ops to deliver on commitments to their Clients.
Specific duties include, but are not limited to, the following:

• Provide overview, escalation, and guidance for Service Delivery Managers regarding work efforts within their scope.
• Interface with COO Service Area Directors to track progress and effectives, with the objective of improving service level objectives.
• Teach SDMs methodology around analyzing metrics in collaboration with the Delivery Analysts to identify trends and how to make operational improvement recommendations.
• Collaborate with Service Delivery Managers and Customer Relationship Managers to ensure that the ITS staff assigned to Clusters / Portfolios follow standard guidelines/procedures when requesting service from the Integrated Service Team.
• Refine and maintain SDM "deskside procedures" to allow for consistency in service delivery.
• Communicate to Integrated Service Team (IST) members on recommended service management processes.
• Takes ownership for assessing issues and leads resolution.
• Perform the full range of supervisory responsibilities.

Additional Comments Some positions may require additional credentials or a background check to verify your identity. Fingerprinting may be required. Selected candidates who are new or returning to NYS service may be required to pay for fingerprinting fees.
Some positions may require additional credentials or a background check to verify your identity.

Some positions may require additional credentials or a background check to verify your identity.

Contact Information

Name Schuyler Younkin

Telephone 518-473-0398

Fax 518-402-4924

Email Address HR.Recruitment@its.ny.gov

Address

Street NYS Office of Information Technology Services

Empire State Plaza, PO Box 2062

City Albany

State NY

Zip Code 12220

 

Notes on ApplyingTo apply, please send a cover letter and resume attention Schuyler Younkin and indicate that you are applying for Project Coordinator, Ref #18538. Please clearly indicate how you qualify for this position. Your Social Security Number may be required to confirm your eligibility.