Director, IT Service Operations
This permanent position is hybrid telework eligible. It is not eligible for 100% distant/remote telework.
The IT Service Operations Director envisions and leads the development and implementation of the Library's IT Service Operations framework. Works with Library executive leadership, OCIO, and stakeholders from all Service Units to collaboratively define the goals, timeline, and constraints of the Library's IT Service Operations function. Supports the overall IT Service Management framework in identifying, characterizing, quantifying, and prioritizing potential IT services as sources of strategic, financial, operational, or technical value that are presented to the Library and its Service Units. The incumbent works with stakeholders, the Technology Strategy Board (TSB), the Technical Architecture Board (TAB), OCIO's Service Strategy, Service Planning, Service Design, and Service Transition functions to identify potential investments to achieve value for the Library from service operations capabilities. Develops the Library's IT services roadmap based on these prioritized investments - a high level, multi-year implementation plan for the Library's IT service operations. Oversees all service operations functions and processes delivering IT services at the Library.
The incumbent oversees the design, validation, and implementation of multiple, complex business processes that span organizational boundaries, and establish goals and procedures to ensure consistent, high quality services to all Service Units of the Library. The IT Service Operations Director is responsible for leading the IT service operations at the enterprise level with the consumer's user experience and expectations always front of mind. The incumbent applies his or her knowledge of digital capabilities and technologies, the Library mission, operations, and culture, and organizational change and leadership to define and manage the Library's IT service operations.
Supports the IT Investment Management process to quantify the cost, benefit, and risk profile of identified projects. Oversees the execution of the IT services roadmap, reports on progress, successes, risks, and overall project performance. Through the IT service governance framework, continuously refreshes investments in IT service operations that reflect the Library's leadership strategies and priorities.
Defines, establishes, maintains, and executes a performance, cost, and risk reporting framework for all IT service operations. The framework provides Library Executive Leadership, Service Unit Leadership, and OCIO with an accurate, timely, and comprehensive understanding of the IT service operations performance, cost, and user satisfaction, including non-quantifiable considerations and trends.
The IT Service Operations Director forges strong, collaborative relationships and builds consensus among stakeholders across the Library as they define, implement, and manage the Library's IT service operations processes. The incumbent also develops and maintains relationships among their peers in the library and IT communities, and commercial and academic organizations, to continuously identify, select, and implement best practices, processes, and tools for delivering IT services at the Library.
Performs the human resource management functions relative to the staff supervised. Establishes performance expectations for staff members which are clearly communicated. Provides informal feedback and periodically evaluates staff on organizational performance. Resolves informal complaints and grievances. Takes personnel actions as necessary. Provides advice and counsel to staff members and subordinate managers related to work and policy matters. Effects disciplinary measures. Reviews and approves or disapproves leave requests. Assures that organization staff at all levels is trained and fully complies with the provisions of the safety regulations.
The Library will be hosting an information session on Tuesday, September 20, 2022 (1PM-2PM EST) to provide an overview of the position, the Office of the Chief Information Officer in which it is seated, the executive leadership aspects of the position, as well as general information about applying for Library of Congress positions. A question and answer period will be included. Attendees may join the session anonymously. The session will also be recorded and with the information available to all potential applicants until the position closes. Link for the session, as well as the recording once available is: https://www.loc.gov/careers/career-showcase/
Conditions of Employment
- See requirements listed below under Qualifications Required.
Your resume is important to this application process. It will be reviewed to determine whether you possess the qualifications referenced above. All applicants are required to submit a resume that provides specific information (to include accomplishments, work experience and education/training) that clearly describes what you would bring to the position. The Supervisor leads his/her staff toward meeting the Library's vision, mission, and goals by acting decisively, leveraging diversity and inclusiveness, demonstrating flexibility and resilience, fostering continuous improvement and innovation, and fostering integrity and honesty. To view the Library's Supervisory Core Competencies click the following link: http://www.loc.gov/hr/employment/uploads/loc_supervisor_core_competencies.pdf .
Conditions of Employment
Library of Congress employees are prohibited from using illegal drugs, including marijuana. The Library is part of the Federal Government and abides by federal law, so regardless of individual state or District of Columbia laws, marijuana use is illegal, considered criminal activity, and can affect your employment at the Library. In addition, past drug use and activities (e.g., selling or distributing) may deem you ineligible for employment.
The competencies below are required for this position. Those marked with a double asterisk (**) are considered the most critical competencies for this position.
A candidate's resume must show a proven record of accomplishment that clearly demonstrates he or she has:
1. Knowledge of IT hardware and software**: The successful candidate has applied knowledge of enterprise-level IT hardware/software component systems, and/or subsystems such as: 1) virtualization (server, storage, networking), 2) cloud computing and external hosting environments, 3) telecommunications and networking, 4) backup systems and other long term storage solutions, 5) large scale storage systems, 6) facility infrastructure management, 7) open systems servers, and 8) windows servers.
2. Ability to lead people and inspire change**: The successful candidate has the ability to lead tasks and people effectively and inspire change in developing and implementing an organizational vision that integrates key goals, priorities, values, etc. This includes promoting ideas with enthusiasm, conviction, and assertiveness; soliciting and considering others' opinions; gaining support and commitment from others; motivating and inspiring others; and embracing and championing change.
3. Ability to lead and execute a critical program**: The successful candidate has accomplished strategic and operational goals for a major program area and in doing so had the following responsibilities: 1) defined objectives and goals for the program; 2) defined and managed business requirements related to the program area; 3) analyzed complex problems and implemented solutions; 4) developed and integrated policies and processes; 5) formulated strategies for achieving program objectives; 6) developed program performance objectives/targets; 7) conducted regular reviews and prepared annual assessments of accomplishments and outcomes/results; 8) advised senior level officials on current and future program directions, 9) evaluated current and proposed programs and operations and recommended actions to initiate, modify, or discontinue projects; and 10) oversaw contracts that supported the program.
4. Ability to think and act strategically**: The successful candidate has the ability to establish a digital strategic direction for an organization. This includes identifying strategic opportunities and developing strategic and annual plans and performance targets to take advantage of those opportunities. This also includes evaluating organizational progress and performance and making appropriate adjustments.
5. Ability to communicate in writing: The successful candidate has the ability to write clear, cogent, accurate, well-organized, and understandable written products, such as: 1) program goals and objectives; 2) program performance documentation; 3) budget request documentation; 4) project plans; 5) annual reports; 6) statements of work; 7) strategic planning and forecasting documents; 8) policies; and 9) funding proposals. This included targeting the amount, form, depth and level of detail, and content of the information to the needs of the receiver/audience. Evaluated the written products of others to meet the quality standards of the organization.
6. Ability to manage a diverse workforce: The successful candidate has Led and managed a diverse staff in a multi-disciplinary environment and in doing so, performed the following activities: 1) identified current and future staffing needs based on organizational goals, objectives, and capacity gaps; 2) recruited and hired staff to meet those needs; 3) communicated performance expectations to staff; 4) conducted periodic performance evaluations; 5) provided advice and counsel to staff; 6) addressed performance and disciplinary issues; 7) delegated or planned and assigned work; 8) provided appropriate training and professional development opportunities to staff; 9) encouraged staff participation in planning and decision making; and 10) identified and implemented methods to improve staff productivity.
7. Ability to communicate effectively other than in writing: The successful candidate has the ability to effectively express ideas and recommendations other than in writing in various settings to peers, staff, managers, supervisors, and external audiences to both provide and seek information. This includes actively listening to or understanding communicated information and answering questions thoughtfully and completely.
All initial appointments, permanent or indefinite, to the Library of Congress require completion of a one-year probationary period. In addition, all newly appointed Senior Level executives, from outside the Library as well as from within, must serve a one year probationary period in accordance with the Library of Congress Regulations (LCRs) 2017.2-1, Senior Level Executive System.
The Library of Congress is an equal opportunity employer. All who meet the eligibility requirements are encouraged to apply.
Applicants must submit a complete application package that is received by the closing date of this announcement.
This agency provides reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please email ADA@loc.gov. The decision on granting reasonable accommodation will be determined on a case-by-case basis.
Applicants with disabilities may be considered under special hiring procedures and must submit an appropriate certificate of eligibility when applying for this position. The proof or disability/certification may be issued by the State Vocational Rehabilitation Office, Disability Services or Career Services office of the applicant's college or university, or the Department of Veterans Affairs. The letter must verify that the applicant has a severe disability and must be dated within three years of the date of the application. Certification from health care providers are not accepted. For more information contact the Library's Office of EEO/Diversity Programs at 202-707-6024 or email email@example.com. FAILURE TO SUBMIT YOUR CERTIFICATION WILL CAUSE YOUR APPLICATION TO NOT BE CONSIDERED UNDER THE SELECTIVE PLACEMENT PROGRAM.
The Library of Congress is the national library of the United States and is part of the Legislative Branch of the Federal government. As such, all positions are in the excepted service. Appointment/retention is subject to a favorable evaluation of an appropriate personnel security/suitability investigation.
The Library of Congress may offer repayment for all or part of federally insured student loans. However, not all service units within the Library of Congress participates in the repayment of federally insured student loans. Therefore, determination to repay a federally insured student loan is subject to approval by the appropriate service unit.
The selected applicant will be required to file a financial disclosure statement with the House of Representatives, U.S. Congress, in accordance with the provisions of Public Law 95-521, the Ethics in Government Act of 1978.
Are you a veteran? Please indicate the type of veterans' preference you are claiming in your application materials and/or applicant profile and provide the appropriate supporting documentation to validate your claim. Those applying for 5-point preference must submit Member Copy 4 of your DD 214. Those applying for 10-point preference must fill out an SF-15 (click here for the form) and provide the required documentation listed on the back of the form. If required supporting documentation is not attached, Veterans' Preference will not be considered in the application process.
For more information regarding eligibility requirements, please see the Library of Congress Merit Selection Plan, Section X.D, at: Senior Level Merit Selection Plan