Director, IT Service Operations

Description

The IT Service Operations Director envisions and leads the development and implementation of the Library's IT Service Operations framework. Works with Library executive leadership, OCIO, and stakeholders from all Service Units to collaboratively define the goals, timeline, and constraints of the Library's IT Service Operations function. Supports the overall IT Service Management framework in identifying, characterizing, quantifying, and prioritizing potential IT services as sources of strategic, financial, operational, or technical value that are presented to the Library and its Service Units. The incumbent works with stakeholders, the Technology Strategy Board (TSB), the Technical Architecture Board (TAB), OCIO's Service Strategy, Service Planning, Service Design, and Service Transition functions to identify potential investments to achieve value for the Library from service operations capabilities. Develops the Library's IT services roadmap based on these prioritized investments - a high level, multi-year implementation plan for the Library's IT service operations. Oversees all service operations functions and processes delivering IT services at the Library.

The incumbent oversees the design, validation, and implementation of multiple, complex business processes that span organizational boundaries, and establish goals and procedures to ensure consistent, high quality services to all Service Units of the Library. The IT Service Operations Director is responsible for leading the IT service operations at the enterprise level with the consumer's user experience and expectations always front of mind. The incumbent applies his or her knowledge of digital capabilities and technologies, the Library mission, operations, and culture, and organizational change and leadership to define and manage the Library's IT service operations.

Supports the IT Investment Management process to quantify the cost, benefit, and risk profile of identified projects. Oversees the execution of the IT services roadmap, reports on progress, successes, risks, and overall project performance. Through the IT service governance framework, continuously refreshes investments in IT service operations that reflect the Library's leadership strategies and priorities.

Defines, establishes, maintains, and executes a performance, cost, and risk reporting framework for all IT service operations. The framework provides Library Executive Leadership, Service Unit Leadership, and OCIO with an accurate, timely, and comprehensive understanding of the IT service operations performance, cost, and user satisfaction, including non-quantifiable considerations and trends.

The IT Service Operations Director forges strong, collaborative relationships and builds consensus among stakeholders across the Library as they define, implement, and manage the Library's IT service operations processes. The incumbent also develops and maintains relationships among their peers in the library and IT communities, and commercial and academic organizations, to continuously identify, select, and implement best practices, processes, and tools for delivering IT services at the Library.

Performs the human resource management functions relative to the staff supervised. Establishes performance expectations for staff members which are clearly communicated. Provides informal feedback and periodically evaluates staff on organizational performance. Resolves informal complaints and grievances. Takes personnel actions as necessary. Provides advice and counsel to staff members and subordinate managers related to work and policy matters. Effects disciplinary measures. Reviews and approves or disapproves leave requests. Assures that organization staff at all levels is trained and fully complies with the provisions of the safety regulations.

The Library will be hosting an information session on Tuesday, September 20, 2022 (1PM-2PM EST) to provide an overview of the position, the Office of the Chief Information Officer in which it is seated, the executive leadership aspects of the position, as well as general information about applying for Library of Congress positions. A question and answer period will be included. Attendees may join the session anonymously. The session will also be recorded and with the information available to all potential applicants until the position closes. Link for the session, as well as the recording once available is:  https://www.loc.gov/careers/career-showcase/