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    Duties

    Summary

    The primary purpose of the position is to define and lead the IT Customer Engagement processes of the Library of Congress. The Director reports to the Library's Chief Information Officer (CIO)/Deputy Chief Information Officer (DCIO).

    This position is located in the Office of the Chief Information Office.

    The position description number for this position is 368326.

    This position has no promotion potential.

    The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area.

    This is a supervisory, non-bargaining unit position.

    Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement.

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    Responsibilities

    Supervises a group of employees performing work up to the senior level. Provides administrative and technical supervision relative to the staff supervised. Plans work to be accomplished by subordinates, set and adjust short-term priorities, and prepare schedules for completion of work; Assigns work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees; Observes workers' performance; demonstrates and conducts work performance critiques. Establishes guidelines and performance expectations for staff and clearly communicates these through the formal employee performance management system. Provides informal feedback and periodically evaluates employee performance. Resolves informal complaints and grievances. Recommends appointment, promotion, or reassignment and develops work improvement plans, recommending personnel actions as necessary.

    The Director is a senior IT leader and will be responsible for the leadership and vision for IT customer engagement across all stakeholder groups. Serves as senior advisor to CIO/DCIO on key IT issues which cross organizational lines and affect service management and customer satisfaction. Provides management expertise in the review and evaluation of legislation for projected impact on Library IT policies. Provides senior level advice on strategies and opportunities for working with high-level individuals to enhance the Library's IT mission, goals and objectives. Collects, analyzes, synthesizes and disseminates relevant customer data and input across the IT enterprise. Supervises business process improvement and continuous improvement functions.

    Oversees collaboration with all Library IT stakeholders on IT strategic goals, metrics and evaluation. Manages and administers the IT Service Roadmap, Service Portfolio and Service Catalog and ensures alignment with all stakeholders. Oversees the development of all IT investment requests for enterprise IT services as part of the Library's IT Investment Management process. Manages pricing and Service Level Agreements (SLAs) development for services defined in the IT Service Catalog. Measures, evaluates, and reports customer satisfaction. Supports Standard Operating Procedures (SOPs) development. Oversees ITSM continuous process improvement. Measures, analyzes, and reports on Service Management performance and IT service levels delivered: availability, capacity, continuity.

    Communicates clearly with all stakeholders and Library SUs through various methods and channels. Communicates for understanding by all stakeholders all cost, demand and usage patterns for IT services. In collaboration with other OCIO management officials, prepares executive leadership for public speaking engagements, briefings, reports, etc. Responds to customer issues and provide needed information.

    The Director forges strong, collaborative relationships and builds consensus among stakeholders across the Library to define, implement, and efficiently manage the Library's IT resources to achieve Library goals, Service Unit goals, and positively impact OCIO customer service. The Director also develops and maintains relationships among peers in the Library and IT communities, as well as government, commercial, and academic organizations, to continuously identify, select, and implement best practices, processes, and tools for effectively engaging IT customers at the Library.

    Keeps the CIO/DCIO and other senior managers informed of new information technology legislation and policies. Monitors OCIO policy development. Supports stakeholder engagement on new IT policies and their effective adoption and integration into supporting and related policies and processes throughout the Library.

    Travel Required

    Occasional travel - .

    Supervisory status

    Yes

    Promotion Potential

    ST

    Who May Apply

    This job is open to…

    AGENCY EMPLOYEES - CONSIDERATION UNDER THIS VACANCY IS LIMITED TO THE STAFF OF THE LIBRARY OF CONGRESS, TEMPORARY NOT-TO-EXCEED (NTE) AND INDEFINITE NOT-TO-EXCEED (NTE) EMPLOYEES ARE ELIGIBLE TO APPLY. (EMPLOYEES MUST MAINTAIN THEIR ELIGIBILITY AT THE TIME OF SELECTION.)

    Questions? This job is open to 1 group.

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/486805300. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.