Director of Operations (Information Technology Executive 3)

Director of Operations (Information Technology Executive 3)

Salary

$117,282.00 - $178,231.00 Annually

Location

Dauphin County, PA

Job Type

Non-Civil Service Permanent Full-time

Job Number

N-2026-56177

Department

Executive Offices

Division

EX OA ETSO Ntwrk Unfd Telecmnc

Opening Date

09/08/2026

Closing Date

9/21/2026 11:59 PM Eastern

Job Code

01723

Position Number

00055489

Union

Non Union

Bargaining Unit

A3

Pay Group

ST12

Bureau / Division Code

00812811

Bureau / Division

EX OA ETSO Ntwrk Unfd Telecmncs Scy Ops

Worksite Address

1 Technology Park

City

Harrisburg, Pennsylvania

Zip Code

17110

Contact Name

Matthew Zyroll

Contact Phone

717.836.3503

Contact Email

mzyroll@pa.gov

• Description
• Benefits
• Questions

THE POSITION

As the Director of Operations (Information Technology Executive 3), you will lead efforts that keep essential technology services dependable and focused on customer needs. This opportunity allows you to support statewide operations and help improve how agencies receive critical services. Your work will ensure strong coordination, quick response, and continued improvement across major service areas. Be part of a mission that supports efficiency, stability, and public service.

DESCRIPTION OF WORK

This position leads statewide enterprise operational excellence efforts to ensure reliable and customer-focused delivery of shared technology services. The role guides enterprise operations that detect, coordinate, and communicate technology disruptions while strengthening service resilience. As a Director of Operations, you will perform the following duties:

• Operational Leadership: Guide enterprise operational excellence functions that support statewide reliability
• Service Standards: Establish consistent and modern operational standards that improve technology services
• Disruption Coordination: Oversee rapid detection, coordination, and communication of technology disruptions
• Process Improvement: Advance automation, standardized practices, and continual service enhancement
• Cross-Agency Collaboration: Work closely with leaders, vendors, and enterprise organizations to strengthen service resilience

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) part-time, three days in office and two days at home. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

QUALIFICATIONS

Minimum Experience and Training Requirements:

• Twelve years of professional information technology experience; or
• Eight years of professional information technology experience and a bachelor's degree; or
• An equivalent combination of experience and training.

Additional Requirements:

• You must have five years or more of experience leading enterprise IT operations, service management, infrastructure operations, technical support, or technology operations teams.
• You must have five years or more of experience implementing or managing ITIL-based operational processes, including Incident Management, Change Management, Problem Management, Service Management, or Major Incident Management.
• You must have six years or more of experience leading cross-functional operational response involving infrastructure, cloud, networking, cybersecurity, application support, or enterprise platform teams during technology incidents or service disruptions.
• You must have six years or more of experience implementing enterprise operational monitoring, observability, automation, service health reporting, or operational dashboards.
• You must have six years or more of experience managing customer-facing IT support organizations, enterprise service desks, or technical support operations with responsibility for customer satisfaction and service delivery.
• You must have six years or more of experience developing operational policies, governance, metrics, service level objectives, or continual service improvement initiatives.
• You must have six years or more of experience leading organizational change or operational transformation initiatives that improved technology service delivery, operational maturity, or customer experience.
• You must have six years or more of experience managing enterprise technology operations using IT service management platforms such as ServiceNow or equivalent enterprise ITSM solutions.
• You must be able to perform essential job functions.

Preferred Criteria:

• Possess an ITIL 4 Managing Professional or Strategic Leader certification.
• Possess an ITIL 4 Foundation certification.
• Possess a ServiceNow Certified System Administrator or Implementation certification.
• Major Incident Management experience.
• Experience with enterprise observability platforms (Splunk, Dynatrace, Datadog, SolarWinds, Azure Monitor, etc).
• Experience supporting NOC, SOC, or enterprise command center operations.
• Experience leading enterprise operational transformation initiatives.

Legal Requirements:

• You must pass a background investigation and meet Criminal Justice Information Services (CJIS) compliance requirements.

How to Apply:

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.
• All application materials and interview responses must reflect the applicant's own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

Veterans:

• Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply

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Health & Wellness

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*

Compensation & Financial Planning

We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.

Work/Life Balance

We know there's more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*

Values and Culture

We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.

Employee Perks

Sometimes, it is the little "extras" that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.

For more information on all of these Total Rewards benefits, please visit www.employment.pa.gov and click on the benefits box.

• Eligibility rules apply.

01

How many years of full-time professional information technology experience do you possess?

• 8 years or more
• 7 but less than 8 years
• 6 but less than 7 years
• 5 but less than 6 years
• 4 but less than 5 years
• 3 but less than 4 years
• 2 but less than 3 years
• 1 but less than 2 years
• Less than 1 year
• None

02

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

03

How much graduate coursework have you completed in information technology? If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted.

If your education was acquired outside of the United States, you must upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found by visiting www.naces.org and clicking the Evaluation Services Link.

You must attach your documentation prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a document to the application after it has been submitted.

• 30 credits or more
• Less than 30 credits
• None

04

Additional Requirement - Do you have five years or more of experience leading enterprise IT operations, service management, infrastructure operations, technical support, or technology operations teams?

• Yes
• No

05

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

06

Additional Requirement - Do you have five years or more of experience implementing or managing ITIL-based operational processes, including Incident Management, Change Management, Problem Management, Service Management, or Major Incident Management?

• Yes
• No

07

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

08

Additional Requirement - Do you have six years or more of experience leading cross-functional operational response involving infrastructure, cloud, networking, cybersecurity, application support, or enterprise platform teams during technology incidents or service disruptions?

• Yes
• No

09

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

10

Additional Requirement - Do you have six years or more of experience implementing enterprise operational monitoring, observability, automation, service health reporting, or operational dashboards?

• Yes
• No

11

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

12

Additional Requirement - Do you have six years or more of experience managing customer-facing IT support organizations, enterprise service desks, or technical support operations with responsibility for customer satisfaction and service delivery?

• Yes
• No

13

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

14

Additional Requirement - Do you have six years or more of experience developing operational policies, governance, metrics, service level objectives, or continual service improvement initiatives?

• Yes
• No

15

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

16

Additional Requirement - Do you have six years or more of experience leading organizational change or operational transformation initiatives that improved technology service delivery, operational maturity, or customer experience?

• Yes
• No

17

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

18

Additional Requirement - Do you have six years or more of experience managing enterprise technology operations using IT service management platforms such as ServiceNow or equivalent enterprise ITSM solutions?

• Yes
• No

19

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

20

Preferred Criteria - Do you possess an ITIL 4 Foundation certification?

• Yes
• No

21

Preferred Criteria - Do you possess an ITIL 4 Managing Professional or Strategic Leader certification?

• Yes
• No

22

Preferred Criteria - Do you possess a ServiceNow Certified System Administrator or Implementation certification?

• Yes
• No

23

Preferred Criteria - Do you have major incident management experience?

• Yes
• No

24

Preferred Criteria - Do you have experience with enterprise observability platforms (Splunk, Dynatrace, Datadog, SolarWinds, Azure Monitor, etc.)?

• Yes
• No

25

Preferred Criteria - Do you have experience supporting NOC, SOC, or enterprise command center operations?

• Yes
• No

26

Preferred Criteria - Do you have experience leading enterprise operational transformation initiatives?

• Yes
• No

Required Question

Employer Commonwealth of Pennsylvania

Address 613 North Street

Harrisburg, Pennsylvania, 17120

Website http://www.employment.pa.gov