GLO - IT Service Delivery Manager (Manager VI)

Please paste the following URL into a browser to view the entire job posting on the CAPPS Careers page.https://erphcmprd.cpa.texas.gov/psp/candidateportal/EMPLOYEE/HRMS/c/HRS\_HRAM\_FL.HRS\_CG\_SEARCH\_FL.GBL?Page=HRS\_APP\_JBPST\_FLandAction=UandFOCUS=ApplicantandSiteId=1andJobOpeningId=104367andPostingSeq=1Job DescriptionThe Texas General Land Office is seeking a Manager VI (Information Technology Services Delivery Manager) within the Information Technology Services (ITS) Department of the agency.Performs highly advanced (senior-level) managerial work administering the daily operations and activities of an agencys business function, division, or department. Work involves establishing goals and objectives; developing guidelines, procedures, and policies; developing schedules, priorities, and standards for achieving established goals; coordinating and evaluating business function, division, or department activities; developing and evaluating budget requests; and monitoring budget expenditures. Supervises the work of others. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.The Information Technology Services (ITS) team advances the mission of the State of Texas General Land Office through technology. We deliver innovative technology solutions and services to the agency and are a value partner in our mission success. We are committed to operating with a growth mindset, developing sustainable solutions, providing excellent customer service, and safeguarding the IT resources of the agency. ITS leverages the capabilities of the most advanced technology platforms to drive innovation, transparency, and connection for Texans.The IT Service Delivery Manager is a key operational leadership role responsible for managing the daily activities of the IT Service Desk and leading the delivery of high-quality, customer-focused IT services across the agency. This role leads the development and implementation of operational standards, service workflows, and performance metrics that ensure reliable, efficient, and measurable IT service delivery. The manager coordinates service support functions, monitors performance, supports issue resolution, and ensures compliance with service level agreements, operational policies, and IT service management practices. The position emphasizes continuous improvement, service optimization, automation, measurable service performance, and the end-user experience.Key responsibilities include supporting the development of the service desk team, fostering a culture of accountability and innovation, contributing to service management processes, and collaborating with platform owners and vendors to support tools and technologies that enable high-quality IT support. The role also promotes the adoption of standardized service management workflows, automation, self-service capabilities, and service delivery practices across applicable support teams.Our Mission:The Texas General Land Office primarily serves the schoolchildren, veterans, and the environment of Texas. The agency does so by preserving our history, maximizing state revenue through innovative administration, and through the prudent stewardship of state lands and natural resources. What Your Contributions to the GLO Will be: Lead the day-to-day operations of the IT Service Desk and broader service delivery functions, ensuring timely resolution of incidents, fulfillment of service requests, and delivery of consistent, customer-focused IT support. Coordinate across IT teams to align service outcomes with business needs; identify service gaps; and improve service offerings. Support the development and maintenance of a centralized service catalog with clearly defined request ownership, fulfillment expectations, escalation paths, and usage reporting. Monitor service-level performance, customer satisfaction, adoption of service management workflows, and other service delivery metrics. Contribute to compliance and audi readiness for service delivery operations. Ensure compliance with IT policies, maintain accurate documentation of procedures and incidents, and support timely responses to audit requests and findings. Maintain accurate service and asset records and support recurring inventory audits, discrepancy remediation, and reporting to promote operational accountability, audit readiness, and reliable service management data.Manage and enhance service delivery processes and workflows using ITIL-based practices. Oversee the implementation and continuous improvement of key service management processes such as incident, request, problem, knowledge, and service catalog management. Identify opportunities to implement automation, self-service, and workflow improvements that increase consistency, reduce manual effort, and improve the customer experience.Develop and maintain service-level objectives (SLOs), service-level agreements (SLAs), and key performance indicators (KPIs) to measure the quality and effectiveness of IT services. Monitor performance metrics and trends, including SLA adherence, ticket volume and aging, backlog, customer satisfaction, inventory accuracy, request fulfillment, workflow adoption, and service catalog usage. Establish performance baselines, prepare recurring reports, and recommend corrective actions and continuous improvements to optimize service outcomes.Support the growth and performance of the IT Service Desk team by fostering skill development, encouraging accountability, and promoting a strong service-oriented mindset. Ensure staff are trained on and adopt standardized service management workflows, tools, automation, and self-service capabilities within established implementation timeframes. Foster a collaborative, customer-focused culture centered on innovation and continuous improvement through coaching, mentoring, and professional development aligned with agency values and workforce needs.Collaborate with internal IT teams, vendors, and agency stake