OAG - Child Support | Director of Service Management (Director IV-V ) |26-0278

Overview

The Director of Service Management is a senior, strategic leader responsible for ensuring the stability, reliability, and mission effectiveness of the Child Support system (ChAMP), through modern, data-driven incident and problem management. This role translates system incidents and trends into clear, real-world insights and impacts on Texas families, using those insights to influence product priorities, system improvements, and executive decision-making. This position requires a fusion of technical fluency, program and business acumen, analytical rigor, and clear, decision-oriented communication skills. The Director will shape the future of incident management by leveraging advanced analytics, agile practices, and emerging AI capabilities, while leading a small, highly skilled cross-functional team.

Key Responsibilities

• Provide strategic leadership for service, incident, and problem management for the ChAMP System.
• Ensure incidents and service trends are understood in terms of their impact on the people and operations supported by the Child Support program.
• Influence product and delivery priorities by translating service data into actionable insights.
• Promote a culture of continuous improvement, service, reliability, and customer-centric process design.
• Provide direction for the responsible use of automation and AI to improve service management effectiveness.
• Serve as a trusted partner to leadership, product, operations, and technical teams.
• Lead and develop a small team of service management professionals.

OAG employees enjoy excellent benefits along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans.

Responsibilities

• Oversee incident and problem intake, triage, categorization, prioritization, and resolution coordination.
• Develop strategies for managing incident backlogs, including setting expectations and timelines when issues cannot be immediately resolved.
• Assess and document the operational and service impacts of incidents through a program and mission lens to support prioritization, communication, and leadership decision-making.
• Analyze incident and problem data to identify trends, recurring issues, and systemic risks.
• Develop and maintain service management metrics related to incident volume, resolution time, recurrence, and service health.
• Prepare and deliver regular service management reports and briefings to leadership and stakeholders.
• Collaborate with product owners and agile delivery teams to inform backlog prioritization. Serve as a trusted advisor on where investment will yield the greatest stability and customer impact.
• Coordinate response and communication during significant service events to support situational awareness and alignment.
• Drive continuous improvement by evaluating and addressing customer needs as users of the incident and problem management tools and processes.
• Guide the implementation and use of automation and AI-enabled tools for incident analysis, categorization, and trend detection.
• Manage, coach, and evaluate assigned staff.
• Provide ongoing product leadership of Incident Management tracking and analysis solutions
• Performs related work as assigned
• Maintains Relevant Knowledge Necessary To Perform Essential Job Functions
• Attends work regularly in compliance with agreed-upon work schedule. Telework schedules are permitted for employees based on the agency’s approved Telework Plan (if schedule does not adversely affect operations and service levels, and standard hours of operation are maintained).
• Ensures security and confidentiality of sensitive and/or protected information
• Complies with all agency policies and procedures, including those pertaining to ethics and integrity

Qualifications

Director IV:

• Education: Graduation from high school or equivalent
• Education: Bachelor’s degree from an accredited college or university; experience in service management, incident management, operations analysis, information technology, program management, or related fields may be substituted for the required education on a year-for-year basis.
• Experience: Six years of full-time experience working in service management, incident or problem management, operations analysis, information technology support, program operations, or a closely related field
• Knowledge of service management principles, including incident and problem management
• Knowledge of methods for analyzing operational or service data to identify trends and impacts
• Knowledge of Agile or iterative work environments and collaboration with product or delivery teams
• Skill in handling multiple tasks, prioritizing, and meeting deadlines
• Skill in analyzing and interpreting data to inform decision-making
• Skill in effective oral and written communication with technical and non-technical audiences
• Skill in exercising sound judgment and effective decision making
• Ability to translate technical or operational issues into clear service and people-centered impacts
• Ability to receive and respond positively to constructive feedback
• Ability to work cooperatively with others in a professional office environment
• Ability to lead and support a small team in a collaborative setting
• Ability to provide excellent customer service
• Ability to work in person at assigned OAG work location, perform all assigned tasks at designated OAG workspace within OAG work location, and perform in-person work with coworkers for the entirety of every work week.
• Ability to arrange for personal transportation for business-related travel
• Ability to work more than 40 hours as needed and in compliance with the FLSA
• Ability to lift and relocate 10 lbs.
• Ability to travel (including overnight travel) up to 20%

Director V – All of the above qualifications for Director IV, plus:

• Experience: Two additional years of full-time experience working in service management, incident or problem management, operations analysis, information technology support, program operations, or a closely related field

Preferred Qualifications

• Background in programs where system reliability directly affects financial transactions, service delivery, or public trust.
• Experience in large-scale system modernization, cloud-based platforms, or mission-critical public sector systems.
• Experience leading development, information technology support, or customer service teams.

To apply for a job with the OAG, electronic applications can be submitted through CAPPS Recruit. A State of Texas application must be completed to be considered, and paper applications are not accepted. Your application for this position may subject you to a criminal background check pursuant to the Texas Government Code. Military Crosswalk information can be accessed at:

THE OAG IS AN EQUAL OPPORTUNITY EMPLOYER

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