Director, ITT Operations - ITT - SFO (0941) - (149839)

This is a position-based test conducted in accordance with CSC Rule 111A.

Application Opening: August 15, 2024
Application Deadline: Interested applicants are encouraged to apply as soon as possible as this announcement may close at any time after 5:00 p.m. PDT on August 22, 2024.
Compensation: $187,070 - $238,810 annually
Recruitment ID: PBT-0941-149839

San Francisco International Airport (SFO), an enterprise department of the City and County of San Francisco (CCSF), has approximately 1,700 CCSF employees and strives to be a diverse, equitable, and inclusive employer.

SFO’s mission is delivering an airport experience where people and our planet come first and our core values are Safety and Security, Teamwork, Excellence, Care, and Equity. Learn more about careers at SFO.

For more information about SFO, visit www.flysfo.com. Follow us on Twitter and Facebook.

Under the administrative direction of the Chief Digital Transformation Officer (CDTO), the Information Technology and Telecommunications (ITT) Operations Director plans, directs and coordinates the administration and operations of technology and systems projects for San Francisco International Airport (SFO) including:

Infrastructure Design and Engineering creates cutting-edge solutions that enhance and enable the use of technology in novel and effective ways to improve airport operations, increase revenue and create a seamless customer experience.  This includes the integration of creative design principles and advanced engineering techniques to push the boundaries of what technology can achieve.  The unit leads the development of networks, systems and services that are more efficient and capable of addressing complex airport challenges.  They play a vital role in exploring and implementing next-gen technologies that can adapt and improve all aspects of the airport operations or increase revenue.

Provisioning is a specialized unit comprised of skilled professionals with expertise in IT service engineering and customer service.  Their combined knowledge and experience enable them to deliver high-quality IT service solutions that meet the evolving needs of airlines, tenants and concessions operating at the airport.  The Provisioning team plays a crucial role in supporting the operational success of the airport and contributing to its financial growth.

Technology Field Support provides first- and second-level IT field support for Commission employees, airlines, tenants, and concessions.  This unit manages on-going network adds, moves, and changes, and schedules corrective maintenance with appropriate vendors, customers, and support organizations.  This unit is also responsible for the physical plant infrastructure and special system room planning and design for airport capital projects and terminal redevelopment initiatives.

Technology Operations designs and implements network solutions that support operations for the airport, airlines, and tenants.  This unit maintains the airport’s on-prem data center and virtual servers, compute, and storage solutions.  This unit also supports network security by managing firewall nodes throughout the airport campus, internet edge, and in the cloud environment.  Technology Operations is Tier 3 support to Technology Support and Network Operations (NOC) during outages and other IT service interruptions for the airport. 

Technology Support and Network Operations Center (NOC) is responsible for the management of IT services and incident tickets for the Airport Commission staff, airlines, and tenants.  This unit provides technology support for computers, phones, desktop applications, printers, emails, cyber incidents, Wi-Fi and mobile devices.  Technology Support and NOC proactively monitors and manages the performance and availability of SFO networks, servers, and provides immediate responses to major interruptions to IT services.

The ITT Operations Director plays an important role in developing and leading new initiatives to design, prioritize, and refine a multi-year strategy to improve internal operations, workspace productivity, and the employee experience with innovative technical solutions.  This position partners with SFO departments, divisions, and programs to ensure that business applications and infrastructure support effective service delivery and manages key information technology projects to improve performance and efficiency.  The ITT Operations Director establishes strategies, policies, priorities and objectives for effective and resilient use of technology throughout the organization.  This position manages a team of IT professionals that provide a reliable, secure, resilient, customer-service focused environment for desktop and mobile devices while navigating the challenges and opportunities of remote and hybrid work and will form and lead an applications group that implements and maintains technology appropriate to the SFO.

As a team member of SFO, you will embrace SFO’s core values and SFO’s Racial Equity Action Plan.

You are excited about this opportunity because you will:

• Oversees and manages the development, integration and maintenance of ITT strategies aligned with Airport goals to improve efficiencies in airport operations, increase non-airline revenue, enhance passenger experience, and support capital improvement projects.  Directs the day-to-day information technology activities for the ITT in a fast-paced environment, including overseeing the maintenance, configuration, and optimization of all ITT infrastructure, including, but not limited to, LAN/WAN/Voice networks, servers, storage, cloud services, desktops and campus-wide copper and fiber physical infrastructure.
• Plans, develops, directs, and manages the technologies (applications, systems, platforms) and resources (city staff, contractors, vendors) to modernize and transform legacy systems to deliver a highly productive business environment for the SFO.  Develop and implement next generation networks, systems and services that are more efficient and capable of addressing complex airport challenges that can adapt and improve all aspects of the airport operations.
• Brings knowledge and focus on IT best practice, change management, Agile, outcomes-based performance measurement, and human centered design to continuously improve SFO’s business processes and service delivery.  Identifies opportunities to make business processes more effective and efficient and drive performance and quality for continuous improvement.  Drive continuous improvement initiatives to enhance the reliability, performance, and scalability of ITT infrastructure and operations.
• Works with stakeholders and technology partners to define Service Management (service catalog, request management, SLAs, governance, reporting, asset management, major incident support), change management and IT communication.  Ensures all project issues and risks are appropriately identified and resolved.
• Works with stakeholders and peer IT teams to prioritize, plan and execute work while balancing technical enhancements and new feature development.
• Ensure the security of airport systems and data through the implementation of robust security measures and adherence to applicable federal and industry standards and regulations.  Manage the Airport's response to cyber-related issues in accordance with incident response guidelines established by US-CERT and the U.S.  Department of Justice.
• Develop and manage the ITT operations and capital budgets, identifying opportunities for cost savings and efficiency improvements, including issuing RFPs and RFQs.
• Provides leadership and guidance to the ITT operations team, including hiring, training, and annual staff performance assessments.  Supervises, evaluates, trains and coaches' staff in the performance of their assigned duties, within the parameters of departmental and City and County standards, policies, and procedures.
• Facilitates ongoing development, implementation, and maintenance of SFO's comprehensive disaster recovery continuity of operations plans to minimize downtime and data loss in the event of a system failure due to a natural, or man-made disaster or cyberattack.
• Manage relationships with ITT vendors and service providers to ensure quality service delivery and cost-effectiveness.  Maintain positive relationships with other City and Airport Units, vendors, contractors, and public.
• Perform other functions outlined in the 0941 Manager VI

Minimum Qualifications:

Education: Bachelor’s degree from an accredited college or university AND;

Experience: Four (4) years of verifiable managerial experience overseeing IT infrastructure, development, operations, and maintenance of information systems, all of which must include supervisory experience. Experience with significant budgetary responsibilities and project management of complex information systems is required.

Substitution:

Additional qualifying full-time work experience (2,000 hours equals one year) may be substituted for up to two (2) years of the required education. One (1) year of work experience equals to 30 semester units/45 quarter units OR Possession of a Master’s degree from an accredited college or university may substitute for two (2) years of the required work experience.

Note: Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

Desirable Qualifications:

• Led diverse group of professional staff (Engineers, Technicians, Support teams, and Service Desk Agents) 
• Led a team of over 25 staff
• Possess Information Technology Infrastructure Library (ITIL) / IT Management and Leadership Professional (ITMLP) certification
• Possess strong knowledge in Cyber Security
• Proven experience in Aviation

The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

Verification
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements.

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application. Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

Selection Procedures
After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

Minimum Qualification Supplemental Questionnaire (MQSQ): Candidates will be required to complete an MQSQ as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.

Supplemental Questionnaire Evaluation (Weight: 100%)
Candidates who meet the minimum qualifications will be sent a Supplemental Questionnaire. The Supplemental Questionnaire is designed to measure the knowledge, skills and abilities required for this position.  All candidates’ responses to the Supplemental Questionnaire are subject to verification. All relevant experience, education and/or training must be included in the responses in order to be reviewed in the rating process.

 A passing score on the Supplemental Questionnaire must be achieved in order to be placed/ranked on the eligible list. Candidates will be placed on the eligible list in rank order according to their final score.

Note: Only those applicants meeting the minimum qualifications will be notified of the exact date, time and place to report for the examinations. Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

Transportation Security Administration (TSA) Security Clearance:
Candidates for employment with the San Francisco Airport Commission are required to undergo a criminal history record check, including FBI fingerprints, and Security Threat Assessment in order to determine eligibility for security clearance and may be required to undergo drug/alcohol screening. Per Civil Service Commission Rule Section 110.9.1, every applicant for an examination must possess and maintain the qualifications required by law and by the examination announcement for the examination. Failure to obtain and maintain security clearance may be basis for termination from employment with the Airport Commission.

Eligible List/Score Report: A confidential eligible list of applicant names that have passed the civil service examination process will be created and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be six (6) months and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification, please see  https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2023-24.pdf  .

Terms of Announcement and Appeal Rights:
Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/.

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

Additional Information Regarding Employment with the City and County of San Francisco:

• Information About The Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Right to Work
• Copies of Application Documents
• Diversity Statement

HOW TO APPLY

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.

• Select the “I’m Interested” button and follow instructions on the screen

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

If you have any questions regarding this recruitment or application process, please contact exam analyst Yevette Ivy Solmoro at [email protected].

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.