The Executive Office of Health and Human Services (EOHHS) oversee expenditures of more than $22 billion annually and, as the largest secretariat in the Commonwealth, has approximately 22,000 employees serving nearly two million residents-about one in three people in Massachusetts. The mission of EOHHS is to provide effective leadership and management in the development and delivery of health and human services that promote health and safety, independence, and quality of life for individuals, families, and communities across the Commonwealth. EOHHS is seeking a Director of IT Service Design to lead the development of modern, scalable service delivery processes that enable a service-oriented IT operating model across a large, complex, and highly matrixed organization. ------------------------------------------------------------------------ Position Overview: The Director, IT Service Design is responsible for defining, designing, and implementing the business processes, governance structures, and digital workflows that enable the delivery of enterprise IT services across EOHHS agencies and programs. This role focuses on creating digitally enabled, automated, and scalable process frameworks that support the lifecycle of IT services-from intake and design through delivery, operations, and continuous improvement. The Director will translate strategic IT service objectives into clear, automated, and measurable workflows that coordinate work across multiple teams without heavy reliance on manual coordination or project management overhead. Success in this role requires strong expertise in process architecture, systems thinking, and workflow automation, ensuring that processes are digital-first, self-guiding, and embedded directly within enterprise platforms and tools. This leader will work closely with service owners, engineering teams, enterprise architecture, security, operations, and agency leadership to ensure processes are efficient, repeatable, transparent, and aligned with enterprise standards. The primary work location for this role will be at 178 Albion Street, Wakefield, MA 01880. The work schedule for this position is Monday thru Friday, 9:00AM to 5:00PM EST. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed. The role may require travel to various EHS offices and locations in and around the greater Boston area. ------------------------------------------------------------------------ Key Responsibilities: IT Service Design & Process Architecture Define and implement the enterprise IT service design framework, ensuring alignment with EOHHS technology strategy and service management principles. Design scalable end-to-end service processes covering service intake, design, provisioning, lifecycle management, and retirement. Develop standardized service design patterns, templates, and governance mechanisms that enable consistency across agencies. Digital Workflow & Automation Build and maintain automated workflows and digital processes that support service delivery across distributed teams. Implement self-guided process frameworks with embedded approvals, notifications, and tracking. Partner with engineering and platform teams to ensure processes are embedded directly into enterprise tools and systems. Cross-Functional Coordination Collaborate with IT service owners, engineering teams, security, enterprise architecture, and operations to ensure processes support efficient service delivery. Coordinate service design activities across multiple agencies within EOHHS. Establish clear roles, responsibilities, and decision points within service delivery workflows. Governance & Continuous Improvement Define and track process performance metrics to ensure service delivery is measurable and continuously improving. Identify opportunities to reduce manual coordination and increase automation across IT operations. Establish governance processes that ensure consistency, compliance, and accountability across service delivery. Organizational Enablement Provide leadership and guidance on modern service management practices, including ITIL-aligned service design and delivery models. Promote a culture of process discipline, operational excellence, and digital-first service delivery. Develop documentation, training materials, and playbooks that enable teams to effectively adopt new processes. ------------------------------------------------------------------------ Preferred Qualifications: Strong expertise in process architecture, workflow design, and digital automation platforms. Ability to translate strategic goals into operational processes and digital workflows. Experience working in highly matrixed environments with multiple stakeholders and distributed teams. Strong collaboration, communication, and facilitation skills. Experience with workflow and service management platforms ------------------------------------------------------------------------ Desired Experience: Experience in public sector, healthcare, or human services environments. Experience supporting large-scale IT operations with multiple agencies or business units. Background in process automation, digital transformation, or service management modernization initiatives. Pre-Offer Process: A criminal and tax history background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visithttp://www.mass.gov/hhs/cori\ Education, licensure and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines. Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth's website. ADA Reasonable Accommodation: If you require a reasonable accommodation with the application/interview process, please contact us at:EOHHS Candidate ADA Requests For questions, please the contact the Office of Human Resources at 1-800-510-4122 and select option #4. MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) seven (7) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in IT administration or IT management, of which (B) at least three (3) years must have been in a managerial capacity. Comprehensive Benefits When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! Salary placement is determined by a combination of factors, including the candidate's years of directly related experience and education, and alignment with our internal compensation structure as set forth by the Human Resources Division's Hiring Guidelines. For all bargaining unit positions (non-management), compensation is subject to the salary provisions outlined in the applicable collective bargaining agreement and will apply to placement within the appropriate salary range. An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. Job: Information Systems and Technology Organization: Exec Office Of Health and Human Services Title: Director, Information Technology (IT) Service Design Location: *Massachusetts-Wakefield - 178 Albion Street Requisition ID: 260002BC
