Public Service Manager III

Director Of Digital Services

The Director of Digital Services provides strategic leadership for the State of Maine's Digital Services Program and Citizen Portal Initiative. This position is responsible for advancing a modern, secure, and citizen-centered digital experience by leading enterprise digital transformation initiatives, establishing the State's Citizen Identity and Access Management (CIAM) strategy, and overseeing the governance and delivery of digital services. Working collaboratively with executive leadership, agency partners, and technical stakeholders, the Director ensures digital services are accessible, integrated, secure, and aligned with the State's strategic technology objectives while improving how citizens access government programs and services.

The Department of Administrative and Financial Services (DAFS) Maine Office of Information Technology (MaineIT) provides information technology support to over 13,000 employees and oversees large scale enterprise applications that support the critical and diverse business needs of the State of Maine and its agencies.

MaineIT is seeking a highly creative Enterprise Data Services director who will represent our core CARE values in all that they do. At MaineIT, our CARE values represent how we:

• Practice Customer-focus, ensuring that our customers are heard, and their needs are met.
• Hold ourselves to a high level of Accountability by being transparent with our stakeholders.
• Maintain an effective level of Responsiveness by providing timely updates in a proactive manner.
• Strive to provide Empathy driven, people-focused services by applying emotional intelligence skills and behaviors.

The Director of Digital Services works closely with MaineIT's executive leadership and fellow directors to deliver high‑quality IT services to Maine's executive branch agencies. The Director is responsible for implementing program policies and initiatives that support agency goals and the priorities established by executive management.

In this role, you will lead the State of Maine's Digital Services Program and Citizen Portal Initiative. The Digital Services Program will enable Maine citizens to interact more seamlessly with state government requiring fewer in-person transactions and providing simpler navigation of complex state agency processes necessary to receive services. The program will provide a meaningful, productive, and intuitive citizen experience, built off the work of a technical team who have developed a single constituent login.

The successful candidate will lead the creation and management of the process to prioritize the transition of services into a one-stop model for State Government services, which will allow Maine citizens to find and navigate the State's digital presence with a single login. The Citizen Portal will provide easy access to State of Maine resources without having to understand the structure of government.

The goals of the program are to:

• Provide citizens with a transparent, straight-forward single access point to engage with and receive State Government services.
• Guide citizens to appropriate services both proactively and consistently.
• Connect to and support important systems such as social programs, eligibility, licensing authorization, access to educational opportunities, and grant programs to name a few.
• Collect, manage, and report important data to gauge effectiveness and implement appropriate service improvements.

The position will work closely with the State of Maine's Chief Data Officer, Chief Information Security Officer, Enterprise Architect, the vendor providing managed services for our web presence (InforME), identity and access management experts, and other technical subject matter experts.

The Director of Digital Services will drive innovation while continuously understanding the citizen experience, identifying what matters most to them, and adjusting the program to offer a better experience based on their evolving needs.

The new Digital Services program will establish and modernize the framework for how digital services are presented to Maine citizens, businesses, and public employees.

Responsibilities:

• Lead digital innovation, establish adaptive governance, and adopt best practices for digital service delivery and customer experience.
• Collaborate with subject matter experts on citizen authentication and identity proofing.
• Ensure user experience, digital accessibility, and security principles are fully implemented and collaborate with State subject matter experts to include privacy and regulatory requirements.
• Coordinate with the Chief Information Officer, Enterprise Architect, Chief Information Security Officer, Chief Data Officer, identity, and access management experts and other technical subject matter experts.
• Work with the Chief Information Security Officer to ensure security is integrated into the digital services lifecycle.
• Work with MaineIT technical teams and InforME to provision authentication usable by Maine citizens.
• Work with…