Digital Delivery Operations Manager
Commonwealth of Massachusetts
Digital Delivery Operations Manager
Commonwealth of Massachusetts
State government provides public services
About EOTSS and the Massachusetts Digital Service\:
The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services and infrastructure, including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.
Are you interested in solving meaningful problems and transforming the journeys and experiences of the millions of diverse constituents interacting with the Commonwealth of Massachusetts government services? We’re looking for a collaborative and purpose-driven Digital Delivery Operations Manager to lead, grow and mature delivery within the Massachusetts Digital Service (Mass Digital) and improve the design, delivery and impact of state services.
Mass Digital,a division of EOTSS, enables Massachusetts government to design and deliver great people-centered services. Mass Digital established a long track record of delivery through work with the Department of Family and Medical Leave (DFML) and during the COVID-19 pandemic. We helped DFML launch the Commonwealth’s first digitally native service, Paid Family and Medical Leave. During the pandemic, we supported the Department of Unemployment Assistance in expanding their capacity to process unemployment claims in multiple languages and designed content for rapidly evolving pandemic unemployment benefits. We also supported the Department of Public Health and the Governor’s Office in launching and operating the state’s vaccine preregistration system.
We are now implementing a vision of the Commonwealth that proactively engages our diverse constituency, and delivers seamless, trustworthy, people-centered experiences for all. We’re achieving this through initiatives to create a single profile for users of Commonwealth services, expand channels of communication, and create seamless, responsive and personalized engagement experiences across different state services. We are scaling new products and services and building capacity across state government to adopt and apply people-centered practices in how they design and deliver services.
About The Role\:
As Delivery Operations Manager, you’ll help Mass Digital turn its strategy and priorities into coordinated action and measurable outcomes. You’ll lead and mature program and delivery management across the team, creating the practices, tools, and operating rhythms that give teams and leadership a clear view of priorities, progress, dependencies, risks, resources, and outcomes.
You’ll work across Mass Digital to enable effective delivery of our highest priorities, helping teams coordinate complex work, navigate tradeoffs, and strengthen how we define and measure the outcomes of our work. You’ll foster a collaborative delivery culture that balances transparency and accountability with the flexibility teams need to solve complex problems.
You’ll also help extend Mass Digital’s impact beyond the work our team directly delivers. You’ll strengthen how we engage agency, EOTSS, and executive stakeholders around the Commonwealth’s constituent experience goals and the Digital Roadmap, helping build shared ownership and turn those goals into action across state government. This includes helping manage our executive steering committee and developing a broad network of support for our work.
Across all of this, you’ll bring structure to complexity, connect strategy with execution, and help Mass Digital and our partners deliver better outcomes for the people we serve. This role is a great fit for an experienced program and delivery leader who enjoys improving how organizations work and enabling multidisciplinary teams to deliver meaningful outcomes.
This position is a full-time opportunity.The work schedule for this position is Monday through Friday, 9\:00AM to 5\:00PM EST, in a hybrid remote arrangement with 40% time spent at the primary work location\: One Ashburton Place, Boston, Massachusetts 02108. Applicants should be located within reasonable commuting distance from the primary work location.
We strive to create a culture of belonging in EOTSS and Mass Digital. We are committed to building a workforce that reflects the diversity of the Commonwealth and to celebrating our differences. All applicants and employees drawn to serve our mission will enjoy equal opportunity and fair treatment. We will recruit, hire, compensate, train and promote without regard to race, color, gender (identity and expression), sex, sexual orientation, creed, religion, national or ethnic origin, age, disability status, veteran’s status, or anything else that describes your identity as a human being.
Duties and Responsibilities\:
Objective #1\: Lead and mature program and delivery management across Mass Digital
Define and evolve Mass Digital’s delivery management practices, frameworks, tools, and operating rhythms.
Maintain a cross-team view of priorities, progress, milestones, dependencies, risks, and resource needs.
Partner with team leads to strengthen planning, delivery, risk management, and cross-team coordination.
Identify systemic barriers to delivery and continuously improve how Mass Digital plans and executes its work.
Objective #2\: Enable effective, outcome-oriented delivery of Mass Digital’s priorities
Coordinate complex initiatives and cross-team dependencies to keep Mass Digital’s highest priorities moving forward.
Help teams and leadership navigate tradeoffs across priorities, scope, timing, capacity, and resources.
Enable more consistent articulation, tracking and reporting of the outcomes of our work.
Build a collaborative delivery culture grounded in transparency, shared accountability, trust, learning, and continuous improvement.
Objective #3\: Grow awareness and scale adoption of Mass Digital’s constituent experience goals, practices and offerings across the state
Develop and mature Mass Digital’s strategy for engaging our agency, EOTSS, and other stakeholders in advancing the Commonwealth’s constituent experience goals and digital roadmap.
Help manage Mass Digital’s executive steering committee as a forum for executive alignment, shared accountability, decision-making, and action.
Build awareness and alignment around Mass Digital’s constituent experience vision and help partners translate shared goals into action within their organizations.
Create mechanisms for stakeholders to shape and advance the state’s Digital Roadmap, address cross-organizational barriers, and identify opportunities for collective action.
Build a network of partners and champions who extend Mass Digital’s impact beyond the products and initiatives directly owned by our team.
Objective #4\: Coordinate reporting, budgeting, and operational processes
Support Mass Digital’s participation in EOTSS portfolio reporting, planning, budgeting, and related operational processes.
Establish efficient processes for gathering and synthesizing information from teams while minimizing administrative burden.
Partner with Mass Digital leadership and EOTSS stakeholders on budget development, forecasting, resource planning, and portfolio management.
Provide clear reporting and analysis on progress, risks, funding, resources, and emerging issues to support leadership decision-making.
Preferred Qualifications\:
Passion for improving equitable access to public services through research, design, and technology.
5+ years’ progressive experience leading program, portfolio, delivery, or operations management in complex organizations.
Demonstrated success establishing and maturing program and delivery management practices across multiple teams or initiatives.
Experience coordinating complex, cross-functional initiatives involving product, design, engineering, operations, policy, or other disciplines.
Strong understanding of modern product development and agile or iterative delivery practices
Demonstrated ability to create portfolio-level visibility into priorities, progress, dependencies, risks, resources, and outcomes.
Experience designing and managing governance processes that enable effective executive decision-making and accountability.
Experience with organizational planning, budgeting, financial management, resource planning, or portfolio management processes.
Strong facilitation skills and demonstrated ability to bring structure and clarity to complex or ambiguous situations.
Strong judgment about when additional process or structure will improve delivery—and when it will get in the way.
Experience in digital government, public service delivery, or another complex, mission-driven environment is strongly preferred.
About EOTSS and the Massachusetts Digital Service\:
The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services and infrastructure, including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.
Are you interested in solving meaningful problems and transforming the journeys and experiences of the millions of diverse constituents interacting with the Commonwealth of Massachusetts government services? We’re looking for a collaborative and purpose-driven Digital Delivery Operations Manager to lead, grow and mature delivery within the Massachusetts Digital Service (Mass Digital) and improve the design, delivery and impact of state services.
Mass Digital,a division of EOTSS, enables Massachusetts government to design and deliver great people-centered services. Mass Digital established a long track record of delivery through work with the Department of Family and Medical Leave (DFML) and during the COVID-19 pandemic. We helped DFML launch the Commonwealth’s first digitally native service, Paid Family and Medical Leave. During the pandemic, we supported the Department of Unemployment Assistance in expanding their capacity to process unemployment claims in multiple languages and designed content for rapidly evolving pandemic unemployment benefits. We also supported the Department of Public Health and the Governor’s Office in launching and operating the state’s vaccine preregistration system.
We are now implementing a vision of the Commonwealth that proactively engages our diverse constituency, and delivers seamless, trustworthy, people-centered experiences for all. We’re achieving this through initiatives to create a single profile for users of Commonwealth services, expand channels of communication, and create seamless, responsive and personalized engagement experiences across different state services. We are scaling new products and services and building capacity across state government to adopt and apply people-centered practices in how they design and deliver services.
About The Role\:
As Delivery Operations Manager, you’ll help Mass Digital turn its strategy and priorities into coordinated action and measurable outcomes. You’ll lead and mature program and delivery management across the team, creating the practices, tools, and operating rhythms that give teams and leadership a clear view of priorities, progress, dependencies, risks, resources, and outcomes.
You’ll work across Mass Digital to enable effective delivery of our highest priorities, helping teams coordinate complex work, navigate tradeoffs, and strengthen how we define and measure the outcomes of our work. You’ll foster a collaborative delivery culture that balances transparency and accountability with the flexibility teams need to solve complex problems.
You’ll also help extend Mass Digital’s impact beyond the work our team directly delivers. You’ll strengthen how we engage agency, EOTSS, and executive stakeholders around the Commonwealth’s constituent experience goals and the Digital Roadmap, helping build shared ownership and turn those goals into action across state government. This includes helping manage our executive steering committee and developing a broad network of support for our work.
Across all of this, you’ll bring structure to complexity, connect strategy with execution, and help Mass Digital and our partners deliver better outcomes for the people we serve. This role is a great fit for an experienced program and delivery leader who enjoys improving how organizations work and enabling multidisciplinary teams to deliver meaningful outcomes.
This position is a full-time opportunity.The work schedule for this position is Monday through Friday, 9\:00AM to 5\:00PM EST, in a hybrid remote arrangement with 40% time spent at the primary work location\: One Ashburton Place, Boston, Massachusetts 02108. Applicants should be located within reasonable commuting distance from the primary work location.
We strive to create a culture of belonging in EOTSS and Mass Digital. We are committed to building a workforce that reflects the diversity of the Commonwealth and to celebrating our differences. All applicants and employees drawn to serve our mission will enjoy equal opportunity and fair treatment. We will recruit, hire, compensate, train and promote without regard to race, color, gender (identity and expression), sex, sexual orientation, creed, religion, national or ethnic origin, age, disability status, veteran’s status, or anything else that describes your identity as a human being.
Duties and Responsibilities\:
Objective #1\: Lead and mature program and delivery management across Mass Digital
Define and evolve Mass Digital’s delivery management practices, frameworks, tools, and operating rhythms.
Maintain a cross-team view of priorities, progress, milestones, dependencies, risks, and resource needs.
Partner with team leads to strengthen planning, delivery, risk management, and cross-team coordination.
Identify systemic barriers to delivery and continuously improve how Mass Digital plans and executes its work.
Objective #2\: Enable effective, outcome-oriented delivery of Mass Digital’s priorities
Coordinate complex initiatives and cross-team dependencies to keep Mass Digital’s highest priorities moving forward.
Help teams and leadership navigate tradeoffs across priorities, scope, timing, capacity, and resources.
Enable more consistent articulation, tracking and reporting of the outcomes of our work.
Build a collaborative delivery culture grounded in transparency, shared accountability, trust, learning, and continuous improvement.
Objective #3\: Grow awareness and scale adoption of Mass Digital’s constituent experience goals, practices and offerings across the state
Develop and mature Mass Digital’s strategy for engaging our agency, EOTSS, and other stakeholders in advancing the Commonwealth’s constituent experience goals and digital roadmap.
Help manage Mass Digital’s executive steering committee as a forum for executive alignment, shared accountability, decision-making, and action.
Build awareness and alignment around Mass Digital’s constituent experience vision and help partners translate shared goals into action within their organizations.
Create mechanisms for stakeholders to shape and advance the state’s Digital Roadmap, address cross-organizational barriers, and identify opportunities for collective action.
Build a network of partners and champions who extend Mass Digital’s impact beyond the products and initiatives directly owned by our team.
Objective #4\: Coordinate reporting, budgeting, and operational processes
Support Mass Digital’s participation in EOTSS portfolio reporting, planning, budgeting, and related operational processes.
Establish efficient processes for gathering and synthesizing information from teams while minimizing administrative burden.
Partner with Mass Digital leadership and EOTSS stakeholders on budget development, forecasting, resource planning, and portfolio management.
Provide clear reporting and analysis on progress, risks, funding, resources, and emerging issues to support leadership decision-making.
Preferred Qualifications\:
Passion for improving equitable access to public services through research, design, and technology.
5+ years’ progressive experience leading program, portfolio, delivery, or operations management in complex organizations.
Demonstrated success establishing and maturing program and delivery management practices across multiple teams or initiatives.
Experience coordinating complex, cross-functional initiatives involving product, design, engineering, operations, policy, or other disciplines.
Strong understanding of modern product development and agile or iterative delivery practices
Demonstrated ability to create portfolio-level visibility into priorities, progress, dependencies, risks, resources, and outcomes.
Experience designing and managing governance processes that enable effective executive decision-making and accountability.
Experience with organizational planning, budgeting, financial management, resource planning, or portfolio management processes.
Strong facilitation skills and demonstrated ability to bring structure and clarity to complex or ambiguous situations.
Strong judgment about when additional process or structure will improve delivery—and when it will get in the way.
Experience in digital government, public service delivery, or another complex, mission-driven environment is strongly preferred.
MINIMUM ENTRANCE REQUIREMENTS\:
Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.
Substitutions\:
I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.
II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.
III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.
IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.
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!
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.
MINIMUM ENTRANCE REQUIREMENTS\:
Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.
Substitutions\:
I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.
II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.
III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.
IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.
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!
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.
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State government provides public services
The Commonwealth of Massachusetts runs state government operations to deliver public services and enforce laws for residents and communities. It provides programs and services through agencies and online portals, and residents interact by applying for benefits, renewing licenses, paying fees, or accessing records. Unlike private companies, it is funded by public funds and guided by policy, accountability, and transparency to serve all residents rather than shareholders. Its goal is to improve people’s lives by implementing legislative actions and delivering reliable, efficient public services.
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