City of Boston

Senior Director of Services and Delivery

Req ID
Dpt of Innovation & Technology
Regular Full-Time
ASD-Mgmt Information Systems
Salary Min
Salary Max
Posting End Date
Contact Email


The Senior Director of Services and Delivery is a key member of the Department of Innovation and Technology as it embraces IT service management and a product management methodology to deliver services and products as well as Agile, Lean, and DevOps as methodologies to deliver work with speed, quality, security, and most importantly value to our users.  The  Department of Innovation and Technology  provides and maintains mission-critical technologies for the City’s more than 18,000 employees and the hundreds of thousands of constituents they serve. With approximately 150 employees and an annual budget of approximately $50M, DoIT delivers  an effective foundation of technology that serves more than 40 departments and millions of direct constituent interactions.


The Senior Director of Services and Delivery will support the critical operations of the Department by leading two key areas of work as well as playing a central role in the strategy and delivery of the department’s work. This position will play a role as the owner of the service management work in the department including any technology and process tools that enable our users to identify the services available to them, request these services and track the progress, and report issues with the services. The position will oversee staff that oversees our incident response, and other key service management practices. The successful incumbent will work closely with members from all teams in the department, providing data, insights, and tools to improve the delivery of services and products, while supporting the development of knowledge and documentation that empowers our users to leverage our tools and methods to improve the lives of Boston residents and visitors. Secondly, the Senior Director of Services and Delivery will manage the Department’s project management office. As the department embraces Agile, Lean, and DevOps in a practical and pragmatic manner, we are transforming the way we deliver and execute work. This role will play a key part in supporting our transformation acting as the business owner for the tools and methods on how we deliver projects and work: how we receive work, how we plan it, how we prioritize the work, how we deliver the work with speed, quality, security, and value for our users, how we document and close the work, and how we celebrate and communicate that our mission was accomplished. 



  • Direct the Service Management program including managing our service management strategy and implementation, the adoption of tools and methods that support the interactions between our team and our customers, and evaluating the performance of our delivery. 
  • Direct the Delivery Management program including our project management and Agile work strategy and implementation, the adoption of tools and methods that support tracking the work, delivery work, and evaluation of the performance of our delivery.
  • Supervise a diverse team of people, providing feedback and guidance. Supporting members of all teams as they develop service management and delivery skills through training, and access to other resources.
  • Direct the development and adoption of service and delivery management standards, policies, and templates across the Department, the IT organizations across the City, and to other Departments and Agencies.
  • Supervises and develops the teams responsible for service management and delivery.

Minimum Entrance Qualifications:


  • 5 years working experience with some experience in technology organizations in government or the private sector
  • Bachelor's degree required, Masters a plus and will count towards work experience.
  • 8 - 10 years of work experience in progressive technical roles as delivery manager, senior project/delivery manager, Director of Project Management.
  • Preferred, a masters degree in business administration, or another field.
  • Excellent analytical and problem solving skills.
  • Excellent presentation, oral and written communications skills.
  • Proficiency with Microsoft applications and Google Suite
  • Demonstrated flexibility and adaptability in an environment of rapid technological and business change while maintaining enthusiasm and displaying sound judgment.
  • Outstanding organizational skills and ability to control multiple concurrent tasks; disciplined, high personal ethics, and strong customer service focus is a must.
  • Excellent project management and organizational skills, along with demonstrable experience of managing multiple priorities concurrently.

Boston Residency Required



Non Union/Union/Salary Plan/Grade:  MM2-12

Hours per week:  35



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