Service Delivery Manager (IT STATEWIDE MANAGER 3)

Service Delivery Manager (IT STATEWIDE MANAGER 3) Print ( Apply ufeff Service Delivery Manager (IT STATEWIDE MANAGER 3) Salary $5,845.00 - $10,521.00 Monthly Location Baton Rouge, LA Job Type Classified Job Number OTS 041326 ERG Department Division of Administration-Office of Technology Services Opening Date 04/13/2026 Closing Date 4/23/2026 11:59 PM Central + Description + Benefits + Questions About this Job The Division of Administration/Office of Technology Services has a vacancy. This job title has an assigned pay grade of TS-317. This position is located in the Network Communicaiton Services Section. Req. 219712 The Office of Technology Services (OTS) aims to be a responsible partner in delivering innovative, effective, and reliable solutions that support and enhance the IT functions within the Executive Branch Departments. The Office of Technology Services will work to increase the return on the State's investment in technology by promoting smart decision-making, solving problems intelligently, increasing the rate of project success, and fostering skilled and professional staff. This position serves as a senior-level Service Delivery Manager within the Office of Technology Services (OTS) - Network Communications Service. This role leads and directs highly complex voice, network, cable and wire service design, and project implementation, including the coordination of all IP-based service installation and deployment activities. The position plays a central role in legacy voice system modernization, strategic technical service planning, and vendor and contract support for NCS. The incumbent collaborates with Edge and Core Operations teams regarding VoIP and network infrastructure modifications as well as hosted vendor trouble resolution. This role is instrumental in driving technological advancements and ensuring the delivery of high quality, reliable, and secure communication solutions essential to the OTS' mission. The incumbent directs and coordinates advanced technical personnel, projects, vendors, and financial activities that support the implementation, transition, and optimization of multifaceted voice, network, and structured cabling infrastructure for supported state agencies. The Division of Administration is the state governmentu2019s management arm and the hub of its financial operations. Division offices perform a wide variety of activities including the following: + Overseeing the stateu2019s capital construction program + Working to provide state and federal grants for community development + Development of the state budget + Providing technology services + Giving agencies guidance in the state purchasing and contracting process as they seek goods and services + Administering a program that provides federal funds to help Louisiana residents recover from a series of devastating hurricanes Minimum Qualifications Seven years of experience in information technology or administrative services; OR Six years of full-time work experience in any field plus five years of experience in information technology or administrative services; OR An associateu2019s degree in information technology plus five years of experience in information technology or administrative services; OR A bacheloru2019s degree plus five years of experience in information technology or administrative services; OR A bacheloru2019s degree with twenty-four semester hours in an information technology, computer science, engineering, mathematics, or business analytics field plus four years of experience in information technology or administrative services; OR A masteru2019s degree plus four years of experience in information technology or administrative services. EXPERIENCE SUBSTITUTION: Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field. NOTE: A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles. Job Specification The official job specifications for this role, as defined by the State Civil Service, can be foundhere (. Job Duties and Other Information Job Duties: Manages Service Consultation and Provisioning u2022Manages daily operations for the Service Delivery team, overseeing highly-technical compreshensive consultation, provisioning, project management, and statewide installation of network, voice, cable and wire services statewide. u2022Assigns tasks, service requests and sets priorities; evaluates performance, and ensures compliance with state regulations. u2022Identifies training needs and ensures staff are proficient in current technologies, tools, and procedures. Provide leadership and technical guidance for consulting and provisioning of statewide NCS services. u2022Coordinates with Edge and Core Operations teams and external technical vendors for complex VoIP trouble resolutions and VoIP network infrastructure upgrades. u2022Directs the implementation of multifaceted communication solutions, including Legacy voice, PBX installations, SIP for new installations, migrations, upgrades, agency relocations, network data, cable and wire infrastructure upgrades. u2022Leads collaborations with Edge Operations and Core Operations teams to ensure highly-complex infrastructure upgrades aligns with customer service needs. u2022Cultivates a collaborative, high-performance team culture focused on customer service excellence. u2022Leads team meetings to address workload distribution, monitor performance metrics, and enhance customer satisfaction Cable and Wire Consultant Management u2022Manages technical planning, consultation, and execution of wiring projects in coordination with Operations staff and contracted vendors. u2022Collaborates with Operations teams to provide advance guidance to ensure adherence of technical specifications, industry standards, and project timelines for all cable and wire infrastructure projects. u2022Works in partnership with Operations teams, external vendors and agency representatives to provide guidance and oversite of large cable, wiring buildouts and renovations for consolidated agency sites. Service Modernization and Standards u2022Leads efforts to audit agency communications service usage to reduce costs and eliminate obsolete services. u2022Plans and executes the phase-out of legacy communications services and oversees migration to IP-based or LTE alternatives. u2022Educates management, staff, and customers regarding available alternatives and migration paths for obsolete services. u2022Coordinates transition efforts with technical teams and communicates changes to customers and NCS leadership staff to phase out outdated technologies while minimizing operational disruption. u2022Consults with OTS senior management to develop strategic and tactical plans for Legancy voice modernization, VoIP hardware and software deployments and assist with the establishment of IP device hardware standards. u2022Participates in the development and application of network and voice design strategies, deployment playbooks, and statewide configuration standards in coordination with senior architects and central engineering teams. Technical Leadership and Escalated Support u2022Collaborates and cross-trains with Network Architects and Operations staff on infrastructure and service designs. Maintains a working knowledge of edge and core network architecture, protocols, and traffic flows. u2022Provides technical leadership and escalated support for highly complex incidents involving IP-based communication services. Oversees service restoration activities performed by Service Delivery staff and vendors, ensuring appropriate resolution steps are implemented effectively. u2022Engages vendor resources when issues exceed internal expertise and works in close coordination with the NOC to identify anomalies and take proactive measures to prevent service disruptions. Emergency and Disaster Response Support u2022Manages essential personnel providing voice and network support during declared emergencies and disasters. u2022Provides operational support for agency Emergency Support Functions (ESFs) to ensure continuity. u2022Coordinates disaster recovery activities with other teams and stakeholders. Participates in Operational Policy and Procedure Development u2022Contributes to the ongoing refinement of internal operational policies such as maintenance standards, change control, deployment practices, documentation workflows, and service quality protocols. u2022Participates in the development of organizational processes and procedures, including the service order process, change management protocols, significant outage procedures, and on-call policies. Supports Procurement and Budget Planning u2022Manages service and asset contracts related to Network VoIP Service, including optimal management of inventory levels, and meticulously documenting equipment orders in Enterprise Communications Billing and (Inventory Management) and Asset Management software systems. u2022Monitors vendor performance, enforces service level agreements (SLAs), and escalates issues as necessary to maintain service quality. u2022Assists in the development of Invitations to Bid (ITBs) and Requests for Proposals (RFPs) and makes recommendations for purchases based on technical suitability and operational needs. u2022Supports line of service rate development and prepares annual budget estimates for equipment, software, and services required to maintain effective operations. Research and Professional Development u2022Engages in on-the-job training and instruction to build expertise in advanced and complex communications technologies. u2022Performs independent research on emerging technologies for statewide applicability and provides findings to management in support of long-term planning. u2022Develops and maintains in-depth knowledge of current and emerging communications technologies relevant to OTSu2019s enterprise network infrastructure. Performs Other Duties as Assigned u2022Performs special projects, technical analysis, studies, and planning assignments as directed by OTS leadership. Position-Specific Details: Appointment Type: This vacancy will be filled by new hire or by promotion of a current permanent status classified employee. Louisiana is a

Created: 2026-04-15