Director, IT Service Design

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., 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., * 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 visit http://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

• 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, 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.

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.