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Deputy Chief Information Officer of Service Delivery

Boston, Massachusetts, United States

TRIAL COURT MISSION 

The Trial Court is committed to: 

  • Fair and impartial administration of justice;
  • Protection of constitutional and statutory rights and liberties;
  • Equal access to justice for all in a safe and dignified environment with policies and practices that strengthen and support diversity, equity, and inclusion;
  • Efficient, effective, and accountable resolution of disputes;
  • Prompt and courteous service to the public by committed and dedicated professionals utilizing best practices in a manner that inspires public trust and confidence.

The Massachusetts Trial Court is an Affirmative Action/Equal Opportunity employer and provides equal opportunity in state employment to all persons. No person shall be denied equal access because of race, creed, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, age, pregnancy, military or veteran status, physical/mental disability; or genetic information. If you need a reasonable accommodation, or have any questions or concerns about being afforded fair and equal treatment, please contact the HR Benefits Team at reasonableaccommodation@jud.state.ma.us.

Deputy Chief Information Officer of Service Delivery

  • 495051
  • Boston, Massachusetts, United States
  • Exec Off & Office of Court Mgt
  • Information Technology
  • Managerial
  • Full-time
  • Closing at: Oct 3 2022 at 23:55 EDT

Title:  Deputy Chief Information Officer of Service Delivery

Pay Grade: Senior Management 2

Starting Pay: Compensation commensurate with experience. 

Departmental Mission Statement: The Judicial Information Services (JISD) department is charged with the implementation, maintenance, update and training of technology systems in support of the Office of Court Management and all Judicial Departments, including the Probation Department. This includes network and servers connecting all judicial locations, computer hardware and peripherals, the myriad of software necessary to maintain the judicial programs, and the voice telecommunications services ranging from current phone systems to the use of newly installed video conferencing equipment. JIS is also charged with the production, deployment, training and maintenance of MassCourts (the web-based Trial Court Case Management System – CMS).

ORGANIZATIONAL PROFILE:

Notes: This position is designated as Management and is covered by the Personnel Policies and Procedures Manual. 

Compensation commensurate with experience. You must upload a resume to your profile to be considered for this position, in addition to completing all the application steps.

First consideration will be given to those applicants that apply within the first 14 days.

Position Summary: The Massachusetts Judiciary seeking an energetic individual to help reshape IT service delivery in support of the digital transformation of the courts that is currently in progress. The Deputy Chief Information Officer for Service Delivery (DCIO for SD) will be a critical member of the IT leadership team, ensuring services are meeting the needs of the community and that court users have the tools required to support the delivery of justice. The successful candidate is expected to possess a passion for improving efficiency and reliability while also maintaining an excellent relationship with end-users and stakeholders to understand current and future needs. The role will also be responsible for monitoring and tracking KPI’s related to service delivery to identify customer issues and to work collaboratively with IT peers to identify and resolve reoccurring problems in the best interest of the community.

Supervision Received: The Deputy Chief Information Officer for Service Delivery reports to the First Deputy Chief Information Officer and receives general direction in performing duties in accordance with established guidelines.

Duties: Strategy and Planning
• Participates actively on the JISD Leadership Team in support of overall department success;
• Sets annual team goals and objectives in support of department goals.
• Directs the audio/visual, support, desktop engineering, asset management, and communication functions;
• Oversees and champions the implementation, management‎, and use of service management best practices, processes, and ‎principles in support of the courts;
• Directs and/or engages in the development of policies, standards and guidelines that drive the selection, development, implementation, and use of technology;
• Builds, publishes, and is accountable for the utilization of the service catalog;
• Researches current and new industry trends, technologies, and practices to ensure the continued optimization of our resources;
• Identifies opportunities for improvements, expansion, and/or reduction of services to meet the changing needs of the Judiciary.
• Directs the implementation of new ServiceNow instance across the entire JISD organization, including working closely with the Manager of IT Support to define incident and request processes as well as partnering with Fiscal on procurement activities.
• Supports and follows project management practices set by the PMO;
• Partners with CIO and PMO in the sizing exercises, providing best estimates based on information known at that time;

Operations
• Directs end-user communication related to incident, change, and problem management;
• Ensures service level objectives and key performance indicators (KPIs) are established and achieved, resulting in interactions which are customer focused, seamless and delivered with high quality.
• Provides the support team assistance in resolving difficult or sensitive issues;
• Understands business priorities, rationalizes demand and communicates priorities to ensure service desk resources are working on the highest value activities;
• Creates an environment that supports customer self-service and automation of routine service requests;
• Fosters continuous service delivery optimization and improvement;
• Identifies resources and sourcing of service management operations support;
• Co-Chairs the IT Affinity Group, sharing and learning with community members topics of interest;
• Develops and maintains strong working relationships with vendors to leverage expertise, understand future developments, and to expand capabilities and capacity;
• Works with the Chief Information Security Officer (CISO) to ensure mitigation of security vulnerabilities and risks across managed systems, applications, and services;
• Develops and drives a team that fosters innovation, flexible teaming, and knowledge sharing; and
• Creates and maintains documentation as to services, processes, security, and compliance configurations.

Team Development
• Hires, supervises, develops, evaluates, mentors and coaches staff;
• Leads and mentors team members; provides direction through development plans and performance evaluations, monitors workload, project workloads and responsibilities in support of the vision, goals, and standards of behavior;
• Models good partnering within JISD through proactive outreach and information sharing with other teams and the promotion of cross teamwork; and
• Supports the continued evolution of the whole department through active participation in JISD and Trial Court wide events.

Budgetary
• Manage team budgets and forecast appropriately;
• Assists in the develop of five-year capital investment and staff resource plan; and
• Perform other related duties and participate in special projects as assigned.

Job Competencies: All applicants must be able, through the interview process, to prove efficiency in the following areas:

Ethics and Values: Communicates and demonstrates the ethics and values of the Judicial Branch.
Mission: Understands, upholds, and communicates the Judicial Branch and Information Services missions.
Applied Knowledge: Understands information services operations, specialized tools, applications, and software, with some understanding of the various court departments and divisions
Continuous Learning: Demonstrates a commitment to continuously improve their knowledge of fast-changing computer programs, hardware and software through professional development.
Commitment to Diversity: Promotes an environment of diversity through understanding, respect, and positive communication with persons of varies racial, ethnic, economic and cultural backgrounds.
Customer Service: Conducts oneself in a courteous and professional manner when assisting all employees of the Judiciary, regardless of their position in the Judiciary.
Collaboration: Works with others cooperatively, demonstrating a willingness to be a team player, and contributing to a work environment that focuses on shared departmental goals.
Problem Solving: Accurately assesses workplace problems in JISD and recommends and facilitates appropriate solutions.

Minimum Requirements: A Bachelor’s Degree (preferably in Information Systems or similar) and 7 years of experience as an information technology professional; or and equivalent combination of education and experience;

  • Professional work experience should include (4) four years in IT management roles in one or more of the following areas:
    • managing technology services,
    • service management processes,
    • business process design and ‎‎continuous improvement efforts,
    • delivering and/or managing customer services for IT support
  • Master's Degree in Public Administration, Business Administration, or Information Technology or similar program from an accredited college or university is preferred.
  • ITIL, ITSM, or Six Sigma certification preferred
  • Excellent collaboration skills and a strong commitment to transparency, openness, and continuous improvement.
  • Ability to adapt to a fast-moving technology landscape and keep pace with the latest thinking and new technologies.
  • Demonstrable ability to formulate a high-level strategy, then convert it into a tactical plan and execute on that plan.
  • Proven expertise and overall responsibility in customer service and contact center services, performance and change management.
  • Proven experience as a business-focused and credible technology leader.
  • Strong management skills, including demonstrated ability to build a team and develop individual staff.
  • Strong client facing/customer service skills and passion for delivering positive experiences.
  • Understanding of how to develop and maintain operational budgets.
  • Strong consulting skills; experience influencing decision-makers with data-driven recommendations.
  • Strong interpersonal skills and the ability to work professionally with persons at all levels, including judges and other government officials, and to maintain effective working relationships.
  • Experience supervising and working with vendors within an IT environment.
  • Demonstrated experience in leading process improvement and organization change initiatives.
  • Excellent presentation, time management, and collaborating skills.
  • Motivated, goal oriented, persistent and a skilled negotiator.
  • High level of initiative and work well in a team environment.
  • Manages to deadlines and successfully navigates workplace pressures.
  • Plans and carries out responsibilities with minimal direction.
  • Ability to communicate technical information to non-technical people effectively.
  • Ability to organize, direct and coordinate administrative activities, operational programs and staff.
  • Ability to evaluate staff performance against job requirements and to formulate effective staff development plans.
  • Ability to travel to court locations throughout the Commonwealth.

 

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