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).

• Professional with expertise in analysis of public tenders and strategic pricing, responsible for structuring high‑value technical and commercial proposals • Present effective solutions to internal and external clients and interact with multiple hierarchical levels

• You will design creative and efficient service desk operating models for managed services tenders, inspiring customers and colleagues alike while balancing risk • You will work independently and follow defined processes to create coherent end-to-end service desk solution designs, including tooling, processes, SLAs/OLAs, shift models, and knowledge management • You will impress customers in presentations and contract negotiations with your expertise and professional presence • You will maintain close contact with your team and customers to ensure solution consistency, operational feasibility, and service excellence • You will collaborate closely with sales teams, delivery units, partners, and technology experts to design service desk solutions that contribute to overall commercial and operational success

• Design and evolve cloud-native architectures leveraging Microsoft Azure (e.g., App Services, Azure Container apps, Azure Service Bus, Event Hubs, Azure SQL). • Define and implement predictable, resource-oriented REST APIs with strong focus on performance, security, and usability. • Take a microservice and domain-driven design (DDD) approach to decompose large business domains into well-defined services. • Apply modern architectural patterns (e.g., event-driven, CQRS, serverless) for scalable and maintainable solutions. • Partner with cross-functional teams to drive API-first development and DevOps best practices. • Prepare and present architecture artifacts such as sequence diagrams, domain models, data flow diagrams, and cloud architecture blueprints. • Provide technical leadership on cloud modernization, migration legacy systems to modern microservices strategies, and platform performance. • Incorporate Security and Compliance best practices including identity Management, access control, and encryption. • Collaborate with product and data teams to integrate AI and Generative AI capabilities (e.g., Azure OpenAI, Cognitive Services, Copilot extensibility) into core products. • Lead POCs exploring AI-driven automation, API innovation, performance tuning, and cloud modernization strategies. • Mentor developers and guide teams on cloud-native development, observability, and resiliency principles.