IT Service Management Architect and Technical PM

Program Context: Mcare IT Modernization Program

“The Pennsylvania Insurance Department (PID), Medical Care Availability and Reduction of Error Fund (Mcare or Agency) is seeking a modified Commercial Off-The-Shelf (COTS) solution to administer excess Medical Professional Liability (MPL) system administration of coverage and compliance, claims, and fiscal operations; configurable workflows; robust data management and reporting; and responsive customer service”

Key characteristics of the program include:

· Government project operating in a regulated environment

· 3-year program

· Primarily waterfall delivery approach, with defined phases, formal stage gates, and structured approvals

· Strong emphasis on documentation, compliance, auditability, and operational readiness

· Multiple vendors and stakeholders requiring coordinated planning and execution

Role Overview

The individual will be responsible for architecting, establishing, and operationalizing IT Service Management (ITSM) for the Mcare IT Modernization Program, with a design that can scale to other programs and the broader organization over time. The role will author, implement, and maintain the Information Technology Service Management Plan (ITSMP) aligned to ITIL best practices and contractual requirements, ensuring service readiness for go-live and steady-state operations.

In addition to the ITSM architect responsibilities above, the role will provide traditional technical project management as a secondary function focused on the delivery of defined technical capabilities, in support of the Program Manager.

Key Responsibilities

IT Service Management Architecture & Service Operations Enablement (primary; ≈60–70%)

· Establish the ITSM architecture and roadmap for Mcare, including authoring and maintaining the Information Technology Service Management Plan (ITSMP) aligned to ITIL best practices and contractual requirements.

· Establish the service management framework (roles/RACI, governance, cadences, escalation paths, service KPIs) and document end-to-end ITSM processes (procedures, templates, controls, and handoffs), ensuring alignment and implementation in the required tooling and reporting approach in coordination with internal teams, vendors, and stakeholders.

· Lead the stand-up and operationalization of service management functions, including:

o Service Desk

o Incident, Problem, and Change Management

o Availability, Capacity, Performance, and Reliability Management

o Patch, Release, and Configuration Management

o Data, Event, and Monitoring / Observability Management

o Security and Vulnerability Management

o Contingency, Continuity, and Disaster Recovery coordination

· Ensure ITSMP and service operations are compliant with applicable policies, standards, audit expectations, and required tooling.

· Define the managed service approach to ensure services are positioned to meet defined SLAs/OLAs; support definition of the service catalog, support model, escalation paths, and on-call expectations as applicable.

· Establish service reporting and performance management, including:

o Monthly SLA reporting

o Monthly maintenance and operations (M&O) reporting covering incidents, security, performance, reliability, and recovery metrics

· Establish the continual service improvement (CSI) framework (KPIs, reporting, governance, and intake process), develop the initial improvement roadmap/backlog, and transition ownership to the steady-state service operations team post go-live.

Technical Capability Project Management (secondary; ≈30–40%)

· Manage the delivery of defined technical capability deliverables across multiple workstreams by coordinating the right technical SMEs, tracking commitments, and driving closure through established program governance.

· This role is not expected to be the primary technical expert, but must be technically fluent enough to plan work, challenge assumptions, and ensure readiness for operational handoff. Technical capabilities may include (non-exhaustive):

o Accessibility (WCAG conformance)

o Compliance, Cybersecurity and Risk Management (NIST 800-53, SOC 2, OWASP, audit, penetration testing, Software Composition Analysis, etc.)

o Cloud & Infrastructure (SaaS deployment on Azure, DR, etc.)

o Integration (REST API, FTP, etc.).

o SDLC (Software Development Plan, Interface Control Document, Training Strategy, Testing Strategy, Environment & Release Management, etc.)

· Maintain integrated work plans, schedules, dependencies, and milestones; publish status in a consistent cadence.

· Translate technical requirements into actionable tasks and formal deliverables; ensure acceptance criteria and approvals are obtained per program standards.

· Coordinate across technical teams, vendors, customers, and stakeholders to ensure deliverables are completed in alignment with scope, schedule, quality, and governance.

· Provide hands-on project support for process- and documentation-heavy deliverables (e.g., plans, procedures, readiness checklists) when needed.

· Maintain RAID items (risks, issues, decisions, dependencies), escalate promptly, and drive resolution with accountable owners.

· Define and enforce operational readiness and handoff requirements for each delivered technical capability (support model inputs, monitoring/alerting requirements, runbooks/knowledge articles, change/release readiness, and training).

Required Qualifications

· Strong working knowledge of ITIL (certification preferred).

Requirements:
Required Qualifications

· Strong working knowledge of ITIL (certification preferred).

· Experience authoring and implementing IT Service Management Plans (ITSMPs) or equivalent service management documentation.

· Demonstrated ability to stand up ITSM capabilities from the ground up (operating model, processes, roles/RACI, reporting, and go-live transition) and to design for reuse/scale across multiple services or programs.

· Ability to collaborate across teams and functions, translating requirements into actionable items, and aligning stakeholders to deliver measurable outcomes.

· Experience with project management in enterprise or government-regulated environments (planning, governance, RAID, status reporting, and stakeholder coordination).

· Strong communication and stakeholder coordination skills, including the ability to work with external partners and governance bodies.

· Ability to bridge technical delivery and operational readiness.

Preferred Qualifications

· PMP.

· Experience leading or supporting technical capability project management across domains such as accessibility (WCAG), compliance/cybersecurity & risk (e.g., NIST 800-53, SOC 2, OWASP), cloud & infrastructure (e.g., Azure/SaaS, DR), integrations (e.g., REST APIs, file transfer), and SDLC governance deliverables (plans, testing, environment & release management).

· Experience supporting production operations for complex software applications.

· Familiarity with common ITSM tooling (e.g., ITSM ticketing/workflow, knowledge management, CMDB, monitoring integrations) and service reporting dashboards.

· Ability to operate effectively in fast-paced, urgent delivery scenarios.

· Prior experience in the insurance industry and/or leading state or federal government projects.

Benefits:
• 401(k)
• Paid time off
• Health Care Plan (Medical, Dental & Vision)