Senior Director, Public Safety Service Management

Senior Director, Public Safety Service Management

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

Minimum Qualifications

1. A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field; or 2. An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in "1" above; or 3. Education and/or experience equivalent to "1" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in "1" above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in "1" above.

Preferred Skills

The successful candidate should possess the following: - 5+ years of hands-on management experience in a technical environment - Experience working with public safety and first responder stakeholders - Experience with developing criteria and implementing IT services - Previous program management or operations experience in a municipal environment excellent leadership, partnership, facilitation and collaboration skills - Strong vendor management capabilities strong interpersonal and communication skills ability to influence and establish expectations proven experience with complex negotiation and risk management - Proven experience with vendor evaluations, client management, resource development and business process in a technical environment - Strong working knowledge of Microsoft Project and PowerPoint - Strong technical writing skills proven experience with IT shared services and large scale datacenter project planning and scope management - Ability to manage multiple tasks under tight deadlines and ability to interface with executive level management and give senior level presentations. - Ability to rely on extensive experience and judgment to plan and accomplish goals.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education's website at

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.