Senior Director, Public Safety Service Management

Senior Director, Public Safety Service Management

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the city delivers for New Yorkers in the 21st century. At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

Job Description Provide centralized governance, strategic oversight, and operational leadership for all Service Management functions supporting New York City 911 and the Public Safety and Emergency Management (PSEM) Division within the New York City Office of Technology and Innovation. This role is responsible for ensuring the reliability, resiliency, performance, and continuous improvement of services supporting 911 call handling systems, ESInet, CAD integrations, land mobile radio systems, data centers, applications, network infrastructure, and Public Safety Answering Center (PSAC) mission-critical facilities. The position operates within a 24x7 life-safety environment where service assurance, regulatory compliance, and zero-fail execution are mandatory.

Strategic Service Governance - Provide executive leadership for enterprise Service Management practices across all 911-related systems, technologies, infrastructure, and facilities (PSAC I and PSAC II). Service Delivery Management - Oversee day-to-day service fulfillment operations including service requests, work orders, and operational task management Incident Management (Major & Non-Major) - Lead structured Incident Management practices for service-impacting and non-impacting events. Problem Management (Root Cause & Risk Reduction) - Own enterprise Problem Management practice to identify systemic technical defects and recurring failure patterns. Change Management & CAB Governance - Oversee structured Change Management processes for all production systems impacting 911 operations. Asset, Configuration & Lifecycle Management - Maintain governance over the Configuration Management Database (CMDB) and asset inventory supporting 911 operations. Service Level & Performance Management - Define, monitor, and report on Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and vendor performance metrics. Technology Operations Center - Manage the 24x7x365 Public Safety Technology Operations Center (TOC) responsible for monitoring and coordinating mission-critical systems supporting NYC 911 operations, Citywide Emergency Communications, interagency public safety operations, and Public Safety Answering Centers (PSAC I and PSAC II). - Oversee special projects and initiatives as assigned. HOURS/SHIFT Day - Due to the necessary management duties of this position in a 24/7 operation, the candidate may be required to be on call and work various shifts such as weekends and/or nights/evenings. WORK LOCATION Brooklyn, NY