Digital Delivery Operations Manager
Executive Office of Technology Services and Security · Boston, MA · 4 wk ago
HybridFull-time
About the role
The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services and infrastructure, including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.
Responsibilities
- Objective #1: Lead and mature program and delivery management across Mass Digital
- Define and evolve Mass Digital’s delivery management practices, frameworks, tools, and operating rhythms.
- Maintain a cross-team view of priorities, progress, milestones, dependencies, risks, and resource needs.
- Partner with team leads to strengthen planning, delivery, risk management, and cross-team coordination.
- Identify systemic barriers to delivery and continuously improve how Mass Digital plans and executes its work.
- Define and evolve Mass Digital’s delivery management practices, frameworks, tools, and operating rhythms.
- Objective #2: Enable effective, outcome-oriented delivery of Mass Digital’s priorities
- Coordinate complex initiatives and cross-team dependencies to keep Mass Digital’s highest priorities moving forward.
- Help teams and leadership navigate tradeoffs across priorities, scope, timing, capacity, and resources.
- Enable more consistent articulation, tracking and reporting of the outcomes of our work.
- Foster a collaborative delivery culture grounded in transparency, shared accountability, trust, learning, and continuous improvement.
- Develop and mature Mass Digital’s strategy for engaging our agency, EOTSS, and other stakeholders in advancing the Commonwealth’s constituent experience goals and digital roadmap.
- Help manage Mass Digital’s executive steering committee as a forum for executive alignment, shared accountability, decision-making, and action.
- Create mechanisms for stakeholders to shape and advance the state’s Digital Roadmap, address cross-organizational barriers, and identify opportunities for collective action.
- Create a network of partners and champions who extend Mass Digital’s impact beyond the products and initiatives directly owned by our team.
- Support Mass Digital’s participation in EOTSS portfolio reporting, planning, budgeting, and related operational processes.
- Establish efficient processes for gathering and synthesizing information from teams while minimizing administrative burden.
- Partner with Mass Digital leadership and EOTSS stakeholders on budget development, forecasting, resource planning, and portfolio management.
- Provide clear reporting and analysis on progress, risks, funding, resources, and emerging issues to support leadership decision-making.
Qualifications
- Passion for improving equitable access to public services through research, design, and technology.
- 5+ years’ progressive experience leading program, portfolio, delivery, or operations management in complex organizations.
- Demonstrated success establishing and maturing program and delivery management practices across multiple teams or initiatives.
- Experience coordinating complex, cross-functional initiatives involving product, design, engineering, operations, policy, or other disciplines.
- Strong understanding of modern product development and agile or iterative delivery practices.
- Demonstrated ability to create portfolio-level visibility into priorities, progress, dependencies, risks, resources, and outcomes.
- Experience designing and managing governance processes that enable effective executive decision-making and accountability.
- Experience with organizational planning, budgeting, financial management, resource planning, or portfolio management processes.
- Strong facilitation skills and demonstrated ability to bring structure and clarity to complex or ambiguous situations.
- Strong judgment about when additional process or structure will improve delivery—and when it will get in the way.
- Experience in digital government, public service delivery, or another complex, mission-driven environment is strongly preferred.
Pay
TBD
Schedule
Monday through Friday, 9:00AM to 5:00PM EST, in a hybrid remote arrangement with 40% time spent at the primary work location: One Ashburton Place, Boston, Massachusetts 02108.