NEOGOV · 1 day ago
Technical Operations Director - 60020277
Richland County, SC
Full-time
Onsite
Lead/Staff, Director/Executive
$133K/yr - $252K/yr
5+ years expNEOGOV is seeking a Technical Operations Director for the Department of Administration's Division of Enterprise Applications. The role involves providing operational leadership across various IT functions, ensuring system stability and governance, and supporting modernization initiatives within the agency.
GovernmentSoftwareHuman ResourcesInformation TechnologyGovTech
No H1B
Responsibilities
Lead and support staff through coaching, training, and performance development. Streamline workflows while implementing management policies and organizational initiatives. Foster a positive, team focused environment
Act as a key partner to the Chief Technology Officer and the Division Directors in the agency’s broader transformation initiatives, supporting modernization of systems, processes, and practices. Serve as a trusted advisor to senior leadership on operational risks, opportunities, and priorities. Assess current operations and staffing, identify gaps, and implement improvements that increase reliability, responsiveness, and accountability
Establish and enforce ITIL-aligned operational governance across Quality Control, Service Desk, Change Management, and Release Management. Define and maintain operational policies, standards, service levels and control point
Ensure that operational controls are embedded into Agile and DevOps delivery models and that operational processes are documented, repeatable and audit-ready
Provide executive oversight of the enterprise quality strategy. Ensure testing, automation and regression coverage are risk-based, repeatable and embedded in release cycles. Validate that quality metrics are used to block or defer unsafe releases. Ensure production issues are analyzed for root cause, not just resolution
Oversee the SCEIS Service Desk to ensure consistent intake and triage, SLA adherence and clear escalation paths. Ensure incidents are categorized, tracked and analyzed for trends. Drive reduction of repeat incidents through Known Error Management, knowledge articles, and problem management coordination
Define and report enterprise operational KPIs including system availability, incident trends, support requests, change success rate, defect levels and release quality. Provide executive level dashboards and release go/no-go recommendations. Ensure metrics are used for decision making
Own and enforce the Change and Release Management framework. Ensure changes are properly assessed for risk, tested and approved, and scheduled and communicated. Chair or delegate for CAB and release readiness reviews. Balance speed of change with system stability and provide final authority on when and how changes reach production
Coordinate across functional teams, development teams, architecture, security, infrastructure and Basis and the Program Management Office. Ensure operational impacts are assessed early in project and product lifecycles. Embed operational readiness into design reviews, project plans and cutover activities
Qualification
Required
A bachelor's degree in a related field and at least five (5) years managing IT Operations using ITIL-based Service Management practices. Relevant experience may substitute for the bachelor's degree on a year for year basis
Ability to effectively lead and oversee IT operational functions and ensure ITIL-based processes are adopted and managed through a continual improvement model
Ability to assess current operations, identify gaps, and implement improvements that increase reliability, responsiveness, and accountability
Ability to define and drive performance measurement, reporting, and continual improvement in service quality
Knowledge of work management related tools such as Azure DevOps (or similar), Confluence, Smartsheet
Demonstrated skill in collaboration throughout an organization
Knowledge of Agile Scrum principles and practices
Strong problem-solving and analytical skills and outstanding communication
Deep experience in IT service delivery, organizational change, and optimizing modern and legacy environments
Adept at implementing accountability structures, improving service quality, and aligning operations with modern IT practices
Experience managing ERP software upgrade or implementations, preferably SAP
Position may be required to report to work during emergency situations
Position may require employee to work evenings and weekends
Benefits
Health, dental, vision, long-term disability, and life insurance for employees, spouse, and children.
15 days annual (vacation) leave per year
15 days sick leave per year
13 paid holidays
Paid Parental Leave
S.C. Deferred Compensation Program available
Retirement benefit choices
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
The Carlyle Group,Warburg PincusWarburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase