State of Colorado Customer Operations Director (Remote from anywhere in CO) in Statewide, Colorado

Customer Operations Director (Remote from anywhere in CO)

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Customer Operations Director (Remote from anywhere in CO)

Salary

$100,000.00 – $120,000.00 Annually

Location

Statewide, CO

Job Type

Full Time

Job Number

EGB93499

Department

Governor’s Office of Information Technology

Opening Date

04/26/2024

Closing Date

5/12/2024 11:59 PM Mountain

FLSA

Determined by Position

Primary Physical Work Address

(Remote from anywhere in CO)

FLSA Status

Exempt; position is not eligible for overtime compensation.

Department Contact Information

[email protected]

Type of Announcement

This announcement is not governed by the selection processes of the classified personnel system. Applications will be considered from residents and non-residents of Colorado.

How To Apply

Please submit an online application for this position at https://www.governmentjobs.com/careers/colorado. Reach out to the Department Contact to apply using a paper application, including any supplemental questions. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed.

• Description

• Benefits

• Questions

Department Information

Serving People. Serving Colorado.

The work of employees at the Governor’s Office of Information Technology (OIT) is challenging and diverse because the needs of agencies, customers and Coloradans constantly evolve. But our focus never changes: improve the lives of all Coloradans through innovation and collaboration. We’re building one of the nation’s leading government IT organizations by reimagining how we support agencies, building first-of-their-kind applications, and creating an inclusive, collaborative culture, together. Join us in the important work of providing equitable access to services.

We believe equity, diversity, and inclusion drive our success, and encourage candidates from all identities, backgrounds, and abilities to apply. We know it’s important to support each other, and that means having a healthy balance of work and personal time, and benefits that allow us all to have fulfilling lives.

Watch this two-minute video to learn about how OIT’s mission, vision, and values inspire us to provide solutions that power the services Coloradans rely on every day.

Description of Job

IMPORTANT NOTE: Please review your application to ensure completion. For the most equitable applicant experience, OIT’s hiring team considers only the contents of your application to review your qualifications. Please do not include any attachments (such as resume or cover letter) with your application as these items are not used by OIT’s hiring team.

Do you want to make our beautiful state even better? At OIT, we provide secure digital services that put Coloradans first. The OIT Customer Operations Director (COD) works in close partnership with and supports the OIT Agency IT Director (ITD) to serve agency customers. The COD focuses on day-to-day operational support and service delivery to allow the ITD time to focus on longer term, strategic work. If using your creativity and innovation in establishing and maintaining effective partnerships within OIT and with customers, overseeing the agency technology portfolio and lifecycle methodology , ensuring quality delivery of all OIT services through a matrixed environment by leading collaboration efforts and providing the voice of the customer across OIT is what you love, apply today for the chance to also put your passion into the state you love.

Some of the important duties include:

• Understand, at a high level, the services and technologies being used by an agency and work with the agency Product Director and IT Director to understand how those relate to the agency and OIT strategic direction.

• Work with OIT and the agency to ensure delivery and operationalization of services and technologies being provided to your agency or portfolio of agencies.

• Serve as the primary, high-level escalation point regarding any major issues related to service delivery and as the primary, high level escalation point for the IT Portfolio Manager for any major issues related to project delivery.

• Build strong, collaborative relationships with agency customers, IT Service Owners and IT Service Managers across different organizational levels.

• Engage critically with the role and be able to analyze situations objectively considering the context and help identify service gaps or opportunities.

• Track service delivery and customer satisfaction metrics to drive effective, efficient and consistent service delivery and service accountability and provide guidance, recommendations and execution on how to better operationally deliver services.

• Serve as back-up and delegate for the IT Director as necessary and requested.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

A wide salary range is posted for this position and any job offer is based upon a salary analysis to comply with the Colorado Equal Pay for Equal Work Act. The salary analysis considers relevant experience, education, certifications, and state seniority as compared to others doing substantially similar work. While most salary offers are made within the posted range, occasionally an offer is made below or above the posted range based upon this salary analysis.

This is a skills-based job announcement. The required minimum qualifications and/or

education (if substituting for the proven experience, knowledge, and skills), are as follows:

Minimum Qualifications:

• At least eight years of professional experience in an occupational field in IT management, IT Customer Service, IT Governance, Portfolio or Program Management or other related IT field, to include two years of which must have included experience with public or private sector, establishing goals and objectives, as well as developing and managing a budget to achieve program or portfolio goals and objectives, portfolio management.

  Substitutions:

  Additional appropriate education will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications.

  Training or Certification related to the work assigned to the position will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.

  If the minimum qualifications include a degree requirement, additional appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis.

  Preferred Qualifications:

• 1 year experience of working with executive leadership within State of Colorado Agencies.

• Relative IT Certifications (ITIL, PMP, Scrum etc.)

• Business Relationship Management experience

Conditions of Employment:

OIT candidates and employees must comply with any screening procedures in place at state entity locations where they might be required to perform work.

A pre-employment background check will be conducted as part of the selection process.

Positions supporting some agencies such as the Department of Corrections and the Department of Public Safety will also require a pre-employment drug test.

This position may require travel within the specified geographic area, and to locations across the state as needed.

This position may require on-call duties as needed by the position.

Supplemental Information

If this posting indicates “remote from anywhere in CO” in the title, periodic reporting to the primary state work location designated for the position is required. All remote work must be performed in Colorado.

While candidates from out of state will be considered for this role, the candidate selected for the position must relocate and reside in Colorado on the first day of their new position. There is no form of relocation assistance, financial or otherwise, available for any position. A reasonable timeframe for relocation will be established on an individual basis, while considering business needs, and determining a start date.

Our application process and what to expect after you apply are described in the videos found here (https://careers.colorado.gov/how-to-apply) .

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

The Governor’s Office of Information Technology is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADA Coordinator at [email protected] or call (303) 764-7900.

This posting may be used to fill multiple vacancies based upon business need.

The Governor’s Office of Information Technology does NOT offer sponsored Visas for employment purposes.

Please note that each agency’s contact information is different; therefore, we encourage all applicants to view the full, official job announcement which includes contact information and class title. Select the job you wish to view, then click on the “Print” icon.

01

What is it about this job that led you to apply?

02

Please describe how you learned of this job opening.

03

Please describe your experience working with public sector (government, non-profit) entities and in what capacity.

04

Please describe your experience working in a heavily matrixed environment. For example, an environment where you have to manage or have been managed without direct supervisory authority.

05

The Governor’s Office of Information Technology (OIT) complies with Colorado’s Equal Pay for Equal Work Act. While a wide salary range is posted, specific criteria (experience, education, state seniority, etc.) will be used to determine any salary offer. While most salary offers are made within the posted range, occasionally an offer is made below or above the posted range based upon this salary analysis. It is this salary analysis, rather than any negotiation process, that determines any salary offer. Please acknowledge your understanding of this process and the posted salary range for this position.

• Yes, I understand the above statement.

  06

  All remote work must be performed from within the State of Colorado. If you live out of state and are selected for this position you must relocate to Colorado before commencing employment. There is no form of relocation assistance, financial or otherwise, available for any position. Do you wish to proceed with your submission?

• Yes, I understand the above statement.

  07

  If any of the State of Colorado positions listed in your employment history were performed as a contract employee, you MUST list the position/s, State Agency, and the name of the contracting company by whom you were paid during the contract position. If this does not apply, please type “N/A”.

  08

  Will you now or in the future require sponsorship for employment visa status, including but not limited to H-1B or F-1 student visa status.

• Yes, I will require sponsorship for employment visa status, including but not limited to H-1B or F-1 student visa status?

• No, I will not require any type of Visa sponsorship.

  09

  Do you currently reside in the state of Colorado?

• Yes

• No

  Required Question

Agency

State of Colorado

Address

See the full announcement by clicking

the “Printer” icon located above the job title

Location varies by announcement, Colorado, —

Website

https://careers.colorado.gov/

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