Director and Deputy Director, Bureau of Service Delivery & Support Operations (2 positions)

Introduction

The Department of Revenue (DOR) is seeking a Director and Deputy Director for the newly created Bureau of Service Delivery & Support Operations (SDSO) within the Division of Enterprise Services. These positions will work to ensure critical department-wide services across a variety of functional areas. These positions will be headquartered at the State Revenue Building in Madison, WI.

The list of eligible candidates established from this announcement may be used to fill future similar vacancies (permanent, project or Limited Term) in the next six months within DOR.

Position Summary

The Director of the Service Delivery & Support Operations Bureau (SDSO) is responsible for program planning and general management and operations services as provided to department employees throughout the DOR spectrum. This position manages and supervises professional staff with responsibilities for cross-agency operations including facilities, space planning, safety, continuity, continuous improvement, staff development, communication, customer experience, publications and records management as well as supervising the Continuity Manager and section chiefs who manage the Engagement & Strategy Section, the Business Services Section, and the Customer Experience Section in the bureau. This position also provides leadership on special projects and/or committees. This position serves under the general direction of the Division Administrator.

The Deputy Director of the Service Delivery & Support Operations Bureau (SDSO) has full authority to direct the operations of the SDSO Bureau in developing and implementing business strategy to maximize the connection with external and internal customers, business partners, stakeholders, and employees of the Department. This position is responsible for supervising staff and directing, coordinating, planning, monitoring and evaluating the operational activities of the Department of Revenue's People Experience Program, in order to achieve the strategic goals and objectives of the Department's interactions as it relates to supporting online external and internal communications, digital ADA compliance, self-service portals, and employee development.

To see the full list of duties view the SDSO Bureau Director position description and Deputy Director position description .

Salary Information

The starting pay rate for the Bureau Director is between $52.00 - $60.00 per hour ($108,160 and $124,800 annually), depending on experience and qualifications.

The starting pay rate for the Deputy Bureau Director is between $49.00 - $57.00 per hour ($101,920 and $118,560 annually), depending on experience and qualifications.

The classification for both positions is Revenue Administrative Manager, which is in Pay Schedule 81, Pay Range 01. Pay will be set in accordance with the State of Wisconsin Compensation Plan in effect at the time of hire. Starting pay for current state employees may vary based on applicable provisions in the Compensation Plan.

Job Details

Background Checks: Due to the nature of this position, final candidates will be subject to criminal background, fingerprint, and tax compliance checks.

I-9 Requirements: Applicants must be legally authorized to work in the United States (i.e., a citizen or national of the U.S., a lawful permanent resident, an alien authorized to work in the U.S. without sponsorship) at the time of appointment. The Department of Revenue does not sponsor work or student visas and is not an eligible OPT employer for those with F1 visas. DOR participates in E-Verify and will provide the federal government with Form I-9 information for all new employees to confirm authorization to work in the U.S.

Probationary Period: A 2-year Career Executive trial period may be required.

Remote Work/Telework: A flexible schedule is available at the start date, and a hybrid remote work (office and telework) schedule may be available after an initial orientation period. Remote work is intended to be performed primarily in the State of Wisconsin and is subject to change based on business needs.

Qualifications

The following qualifications will be evaluated in the first step of the selection process and should be clearly described in your resume/letter of qualifications:

Minimally qualified applicants will have experience in all of the following:

• Personnel administration to include coaching, conflict resolution, hiring, performance evaluation, employee training and development, and disciplinary processes
• Policy analysis and development, implementation, and compliance for a large organizational body.
• Leading a bureau, team, or organizational unit, including goal setting, delegation, resource allocation, strategic alignment and measurement, and accountability

In addition to the above, well-qualified applicants will have experience in at least two of the following:

• Using project management frameworks to manage improvement initiatives, cross function projects, and multi- initiative coordination
• Experience planning and implementing employee and/or public education programs with structured evaluation components
• Identifying inefficiencies, redesigning operational workflows, and leveraging technology solutions to improve service delivery and enhance performance
• Communicating complex concepts across multiple audiences including senior officials and the general public
• Government administrative responsibilities of records management compliance, fleet administration, and/or space and facilities management and planning
• Continuity planning frameworks, FEMA guidelines and experience leading or maintaining continuity plans.

Additional qualifications may be evaluated in subsequent stages of the selection process.

Preference will be given to candidates who have experience working in a government entity, certification in FEMA COOP/COG training, and a certification (PMP or CAPM) or formal training in project management.

How To Apply

To be considered for this position, you must complete the online application. C lick "Apply for Job" to start the application process. For instructions, refer to the following link: Applying to State Service .

You must attach a current resume and a letter of qualifications in a Microsoft Word or PDF compatible format. Make certain these documents clearly illustrate your experience, including detailed examples, with each of the qualifications listed in the "Qualifications" section of this announcement. These documents will be used to assess whether your qualifications meet the qualifications required of the job. For instructions on developing your application and what should be included in these materials, click here . Make certain your resume and letter are how you want them to be before you finalize the application as you are not able to update or change your application materials once you click "Submit".

Submitted materials will be evaluated by a job expert, and the most qualified applicants will be invited to the next step of the selection process. If you are invited to interview, you will be contacted via email. Make certain your contact information is correct and check your email regularly.

Permanent classified state employees who are eligible for transfer, voluntary demotion, or reinstatement should complete the application process as described above by the stated deadline.

The State of Wisconsin offers a special program for qualified veterans with a 30% or greater service-connected disability. If you are a qualified veteran, please visit the Veterans Employment page for application instructions to be considered for the Veterans Non-Competitive Appointment program.

Please see the Frequently Asked Questions for general wisc.jobs user information and technical assistance.

Questions can be directed to Megan Grill at megan.grill1@wisconsin.gov or 608-266-3227

Deadline to Apply

All application materials must be received by 11:59 PM on November 4, 2026.