Chief Services Officer- Information Technology Department

Title: Chief Services Officer- Information Technology Department

Starting Pay:$141,089.58 -$199,922.88(compensation commensurate with experience)

MISSION STATEMENT OF THE MASSACHUSETTS TRIAL COURT:

The Trial Court is committed to:

• fair and impartial administration of justice;
• protection of constitutional and statutory rights and liberties;
• equal access to justice for all in a safe and dignified environment with policies and practices that strengthen and support diversity, equity, and inclusion;
• efficient, effective, and accountable resolution of disputes;
• prompt and courteous service to the public by committed and dedicated professionals
utilizing best practices in a manner that inspires public trust and confidence.

MISSION STATEMENT OF THE MASSACHUSETTS COURT SYSTEM INFORMATION TECHNOLOGY:

Enhance access to justice through the effective use of technology. Partner with Judges and all Court Staff to use technology to speed the delivery of justice. Build a culture that values transparency, collaboration, inclusivity, and continuous improvement.

ORGANIZATIONAL PROFILE:

http://www.mass.gov/courts/court-info/trial-court/exec-office/ocm/information-technology-department.html

Notes:Please upload a current resume during the application process. This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days. This position is designated as management position and is covered by the Trial Court Personnel Policies and Procedures Manual.

Position Summary:The Massachusetts Judiciary is seeking a visionary leader to drive the transformation of IT service delivery in support of the courts’ ongoing digital evolution. As Chief Services Officer, you will play a pivotal role in shaping the future of technology-enabled justice, ensuring court users have the tools and support necessary to uphold the fair and efficient administration of justice.

As a key member of the IT leadership team, you will champion a strategic, data-driven approach to service management, optimizing IT operations to enhance reliability, responsiveness, and user satisfaction. You will lead efforts to modernize service delivery, leveraging emerging technologies, automation, and best practices to improve efficiency and performance.

Success in this role requires a passion for customer service, a commitment to continuous improvement, and a deep understanding of how technology empowers court operations. The Chief Services Officer will establish key performance indicators (KPIs), proactively identify and resolve systemic challenges, and foster strong partnerships across IT and the Judiciary to anticipate and meet evolving needs. This role is an opportunity to reshape IT service delivery at scale, driving impactful change in the way technology supports access to justice across the Commonwealth.

Supervision Received:The Chief Services Officer reports to the Judiciary’s Chief Information Officer and receives general direction in performing duties in accordance with established guidelines.

Duties:

Strategy and Planning

• Serves as a member of the IT Leadership team and contributes to the development of strategic goals, initiatives, and benchmarks.
• Represents the CIO in serving on IT and Judiciary committees and working groups as needed.
• Develops and maintains strong relationships with leaders within the court departments to understand future needs.
• Exercises strategic thinking and independent judgment in overseeing the audio/visual, support, desktop engineering, asset management, and communication units.
• Oversees and champions the implementation and adoption of service management best practices, ensuring alignment with court business needs;
• Directs and/or engages in the development of policies, standards and guidelines that drive the selection, development, implementation, and use of technology;
• Builds, publishes, and is accountable for the utilization of the service catalog;
• Researches current and new industry trends, technologies, and practices to ensure the continued optimization of our resources;
• Identifies opportunities for improvements, expansion, and/or reduction of services to meet the changing needs of the Judiciary.
• Oversees governance, configuration, and adoption strategy for ServiceNow across IT and other administrative functions, in partnership with key stakeholders.
• Supports and follows project management practices set by the PMO;
• Partners with the CIO and PMO in resource and capacity planning, providing data-driven estimates based on available information;

Operations

• Serves as project sponsor for select capital projects, providing leadership and strategic guidance to matrixed teams within the $156 million Court Modernization Program.
• Drives cross-functional team execution through collaborative partnerships with internal and external subject matter experts and effective policy planning and practice.
• Directs end-user communication related to incident, change, and problem management;
• Establishes and monitors service level objectives (SLOs) and key performance indicators (KPIs) to drive a seamless, high-quality, and customer-focused service experience;
• Provides the team assistance in resolving difficult or sensitive issues;
• Understands business priorities, rationalizes demand and communicates priorities to ensure service desk resources are working on the highest value activities;
• Leads the expansion of self-service, process simplification, and automation to enhance efficiency and streamline routine requests.
• Fosters continuous service delivery optimization and improvement through data driven decision making and the aggressive pursuit of feedback;
• Establishes and maintains communication channels with department power users to foster knowledge sharing, encourage collaboration, and drive technology adoption;
• Develops and maintains strong working relationships with vendors to leverage expertise, understand future developments, and to expand capabilities and capacity;
• Collaborates with the Chief Information Security Officer to proactively identify, mitigate, and respond to security risks across managed systems;
• Develops and drives a team that fosters innovation, flexible teaming, and knowledge sharing; and
• Maintains comprehensive documentation of services, processes, security measures, and compliance requirements.

Team Development
• Hires, supervises, develops, evaluates, mentors and coaches staff;
• Fosters leadership development within the team by mentoring emerging leaders and encouraging knowledge-sharing across IT;
• Leads and mentors team members, providing clear direction through development plans, performance evaluations, and workload management to align with organizational goals and core values;
• Models good partnering within IT and with court users through proactive outreach and information sharing with other teams and the promotion of cross teamwork; and
• Supports the continued evolution of the whole department through active participation in IT and Trial Court wide events.

Budgetary
• Develops, manages, and optimizes the operational budget to align with strategic IT initiatives
• Develop business cases, including cost/benefit analysis for annual operating budget increase requests.
• Works closely with the CIO to develop a five-year capital investment and staffing plan and
• Perform other related duties and participate in special projects as assigned.

Job Competencies:All applicants must be able, through the interview process, to prove efficiency in the following areas:

Ethics and Values Communicates and demonstrates the ethics and values of the Judicial Branch.
Mission Understands, upholds, and communicates the Judicial Branch and Information Services missions.
Applied Knowledge Understands information services operations, specialized tools, applications, and software, with some understanding of the various court departments and divisions
Continuous Learning Demonstrates a commitment to continuously improve their knowledge of fast-changing computer programs, hardware and software through professional development.
Commitment to Diversity Promotes an environment of diversity through understanding, respect, and positive communication with persons of varies racial, ethnic, economic and cultural backgrounds.
Customer Service Conducts oneself in a courteous and professional manner when assisting all employees of the Judiciary, regardless of their position in the Judiciary.
Collaboration Works with others cooperatively, demonstrating a willingness to be a team player, and contributing to a work environment that focuses on shared departmental goals.
Problem Solving Accurately assesses workplace problems in IT and recommends and facilitates appropriate solutions.

Minimum Requirements: Minimum Requirements/Qualifications

A Bachelor’s Degree and 7 years of experience in service delivery; or an equivalent combination of education and experience.

Professional work experience should include (3) three years of experience managing a team with strategic and budgetary responsibility.

Additional Qualifications and Skills
• Education: Master’s degree in public administration, Business Administration, Information Technology, Criminal Justice, or a related field from an accredited college or university is strongly preferred.
• Industry Experience: Experience working in a court system, public safety agency, or legal environment is preferred.
• Certifications: ITIL, ITSM, or Six Sigma certification preferred.
Leadership & Strategic Skills
• Demonstrated ability to develop high-level strategy, translate it into a tactical plan, and successfully execute.
• Proven experience as a business-focused and credible leader with a commitment to transparency, openness, and continuous improvement.
• Strong management skills, including the ability to build and develop high-performing teams.
• Demonstrated experience leading process improvement and organizational change initiatives.
• Ability to adapt to a rapidly evolving technology landscape and leverage emerging technologies effectively.
Operations & Budget Management
• Significant experience managing operational budgets of at least $3 million, with expertise in financial planning and resource allocation.
• Strong consulting and data-driven decision-making skills to influence stakeholders at all levels.
• Experience supervising and working with vendors to optimize service delivery.
• Proven expertise in customer service, contact center operations, performance management, and change management.
Technical & Communication Skills
• Strong user-facing and customer service skills with a passion for delivering positive user experiences.
• Excellent interpersonal skills, with the ability to work professionally with judges, government officials, and staff at all levels.
• Exceptional ability to communicate complex concepts to non-technical audiences.
• Ability to organize, direct, and coordinate administrative activities and operational programs effectively.
• Excellent presentation, time management, and collaboration skills.
Other Requirements
• High level of initiative, ability to work well in a team environment, and a results-driven mindset.
• Strong ability to manage deadlines and navigate workplace pressures.
• Ability to evaluate staff performance and develop effective staff development plans.
• Must be able to travel to court locations throughout the Commonwealth as needed.

Closing Date/Time: 2025-07-22

• 

• Massachusetts Trial Court

• 781-400-4083

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