Texas Attorney General · 8 hours ago
OAG - Child Support | Director of Service Management (Director IV-V ) |26-0278
Austin, TX
Full-time
Onsite
Director/Executive
6+ years expThe Texas Attorney General is seeking a Director of Service Management to ensure the stability and effectiveness of the Child Support system. This senior role involves leading a cross-functional team and utilizing data-driven insights to influence product priorities and improve service management processes.
GovernmentLaw EnforcementNon Profit
No H1B
Responsibilities
Provide strategic leadership for service, incident, and problem management for the ChAMP System
Ensure incidents and service trends are understood in terms of their impact on the people and operations supported by the Child Support program
Influence product and delivery priorities by translating service data into actionable insights
Promote a culture of continuous improvement, service, reliability, and customer-centric process design
Provide direction for the responsible use of automation and AI to improve service management effectiveness
Serve as a trusted partner to leadership, product, operations, and technical teams
Lead and develop a small team of service management professionals
Oversee incident and problem intake, triage, categorization, prioritization, and resolution coordination
Develop strategies for managing incident backlogs, including setting expectations and timelines when issues cannot be immediately resolved
Assess and document the operational and service impacts of incidents through a program and mission lens to support prioritization, communication, and leadership decision-making
Analyze incident and problem data to identify trends, recurring issues, and systemic risks
Develop and maintain service management metrics related to incident volume, resolution time, recurrence, and service health
Prepare and deliver regular service management reports and briefings to leadership and stakeholders
Collaborate with product owners and agile delivery teams to inform backlog prioritization. Serve as a trusted advisor on where investment will yield the greatest stability and customer impact
Coordinate response and communication during significant service events to support situational awareness and alignment
Drive continuous improvement by evaluating and addressing customer needs as users of the incident and problem management tools and processes
Guide the implementation and use of automation and AI-enabled tools for incident analysis, categorization, and trend detection
Manage, coach, and evaluate assigned staff
Provide ongoing product leadership of Incident Management tracking and analysis solutions
Performs related work as assigned
Maintains Relevant Knowledge Necessary To Perform Essential Job Functions
Attends work regularly in compliance with agreed-upon work schedule. Telework schedules are permitted for employees based on the agency’s approved Telework Plan (if schedule does not adversely affect operations and service levels, and standard hours of operation are maintained)
Ensures security and confidentiality of sensitive and/or protected information
Complies with all agency policies and procedures, including those pertaining to ethics and integrity
Qualification
Required
Graduation from high school or equivalent
Bachelor's degree from an accredited college or university; experience in service management, incident management, operations analysis, information technology, program management, or related fields may be substituted for the required education on a year-for-year basis
Six years of full-time experience working in service management, incident or problem management, operations analysis, information technology support, program operations, or a closely related field
Knowledge of service management principles, including incident and problem management
Knowledge of methods for analyzing operational or service data to identify trends and impacts
Knowledge of Agile or iterative work environments and collaboration with product or delivery teams
Skill in handling multiple tasks, prioritizing, and meeting deadlines
Skill in analyzing and interpreting data to inform decision-making
Skill in effective oral and written communication with technical and non-technical audiences
Skill in exercising sound judgment and effective decision making
Ability to translate technical or operational issues into clear service and people-centered impacts
Ability to receive and respond positively to constructive feedback
Ability to work cooperatively with others in a professional office environment
Ability to lead and support a small team in a collaborative setting
Ability to provide excellent customer service
Ability to work in person at assigned OAG work location, perform all assigned tasks at designated OAG workspace within OAG work location, and perform in-person work with coworkers (e.g., collaborating, training, mentoring) for the entirety of every work week
Ability to arrange for personal transportation for business-related travel
Ability to work more than 40 hours as needed and in compliance with the FLSA
Ability to lift and relocate 10 lbs
Ability to travel (including overnight travel) up to 20%
Preferred
Background in programs where system reliability directly affects financial transactions, service delivery, or public trust
Experience in large-scale system modernization, cloud-based platforms, or mission-critical public sector systems
Experience leading development, information technology support, or customer service teams
Benefits
OAG employees enjoy excellent benefits
Company
Texas Attorney General
Texas Attorney General Office of the Attorney General champions liberty and justice for Texas.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Evelyn Chavez
CSO II
Jared Galaway
Chief Experience Officer
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