Review Vacancy
AgencyInformation Technology Services, Office of
TitleProject Coordinator / Service Delivery Manager, (Ref# 18538)
Occupational CategoryI.T. Engineering, Sciences
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $0 to $120219 Annually
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.
Email Address HR.Recruitment@its.ny.gov
Address
Street NYS Office of Information Technology Services
Empire State Plaza, PO Box 2062
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.