Service Delivery Bureau Director

Full Job Description

Motor Vehicle Division – Iowa Department of Transportation - Service Delivery Bureau Director

The Iowa DOT’s Motor Vehicle Division (MVD) is seeking a customer-focused and operationally adept leader to serve as the Service Delivery Bureau Director.

This key role oversees all frontline, customer-facing services delivered directly by MVD, including statewide driver’s license operations, motor carrier services, vehicle services, and the MVD call center.

The bureau includes approximately 170 employees across 18 office statewide locations, a high-volume call center handling more than 500,000 contacts annually, and specialized teams supporting credentials, identity services, and unique vehicle transactions.

While adhering to the Iowa DOT’s mission statement of Making Lives Better Through Transportation, the person selected for this role will display characteristics that align with our five CORE values: Safety First, People Matter, Customer Focused, Servant Leadership, and Integrity Without Exception.

Key Responsibilities

Statewide Service Delivery Leadership

• Ensure consistency, accuracy, and customer experience standards across all service channels.
• Regularly visit service centers to engage with staff, assess operations, and identify opportunities for improvement.
• Act as the final escalation point for complex, sensitive, or high-impact customer service issues.

Operational Strategy, Resource Management & Budget Oversight

• Strategically allocate staff time across application processing, customer support, training, and system work.
• Ensure service centers are properly staffed, equipped, and scheduled to meet customer demand.
• Direct operational changes and evaluate outcomes to ensure intended results are achieved.
• Manage the bureau’s operating budget, including salary, support expenses, overtime, temporary staffing, travel, equipment, and facility needs.

Internal Collaboration & Cross Divisional Integration

• Partner with technology, policy, training, auditing, and enforcement teams to ensure front-line operations are supported by modern systems, clear guidance, and effective oversight.
• Work with MVD leadership to prioritize and implement technology investments and system enhancements that support service delivery.

Performance Management, Continuous Improvement & Customer Experience

• Establish and monitor service delivery targets, including wait times and lead times, customers served, customer satisfaction scores, call abandon rates, and transaction and talk times
• Maintain a comprehensive customer services dashboard and communicate performance to stakeholders, including the Governor’s Office and Department of Management.
• Analyze performance trends, customer feedback, and resource needs to develop an annual operational plan.

As a State of Iowa employee, you will be eligible for the following benefits:

We encourage you to view more about the State of Iowa Employee benefits and costs at the State of Iowa Employee Benefits Website!

You have the freedom to flourish in Iowa – Apply now!

The Iowa Department of Transportation is an equal-opportunity employer.

If you require a reasonable accommodation in completing any screening, interviewing, pre-employment testing, or otherwise participating in the selection process, please direct your request to the Affirmative Action & Equal Employment Opportunity (AA/EEO) Officer at: aa-eeo@iowadot.us

Reasonable accommodation such as interpreter, translator, written materials, modified equipment/devices, ADA access, etc. This does not include scheduling needs.

NOTICE: This position is covered under the REAL ID Act of 2005, 49 U.S.C. § 30301 note, as further defined in 6 CFR Part 37. Any applicant selected for employment in this position must submit to and pass a background check of the form and content required by 6 CFR 37.45.

The State of Iowa participates in E-Verify, a federal program that helps employers confirm the employment eligibility of all newly hired employees.

Within the required timeframe, new hires will be verified through the E-Verify system to ensure authorization to work in the United States.

The State of Iowa also complies with the federal Right to Work laws, which protect employees’ rights to work without being required to join a labor organization.

For more information, please visit www.e-verify.gov

This is a non-merit position with the Iowa Department of Transportation.

Positions in this class are exempt from the screening and referral requirements of the Iowa Department of Administrative Services - Human Resources Enterprise.

*** TO APPLY ***

Please send the following documents as separate attachments to Brooke Knudten no later than February 22, 2026, at Brooke.Knudten@iowadot.us. Please put Service Delivery Director in the subject line.

• Resume
• One page cover letter (include why this position appeals to you)

A written response (no more than 400 words) answering the following: Describe a specific situation in which you were responsible for implementing an operational change that was handed down to your organization (e.g., a new policy, executive directive, or system change).

Describe how you translated the directive for front-line staff, managed resources, enforced accountability, and maintained accurate, consistent, and customer-focused service during the transition.



Qualifications

Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:

1) Graduation from an accredited four-year college or university with a degree in any field, and experience equal to six and one-half years of full-time management-level work in finance, human resources, engineering, law, data processing, or program research or evaluation.

2) Ten and one-half years of full-time management-level work experience in finance, human resources, engineering, law, data processing, or program research or evaluation.

3) All of the following (a and b): a. Six and one-half years of full-time management-level work experience in finance, human resources, engineering, law, data processing, or program research or evaluation; and b. A combination of a total of four years of education and full-time experience (as described in part a), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is also equivalent to one year of full-time experience or education.

4) All of the following (a, b, and c): a. Four and one-half years of full-time management-level work experience in finance, human resources, engineering, law, regulation, data processing, or program research or evaluation; and b. A combination of a total of four years of education and full-time experience (as described in part a), where thirty semester hours of accredited college or university course work in any field equals one year of full-time experience; and c. A combination of a total of two years of graduate-level education and full-time experience (as described in part a), where twenty-four semester hours of accredited graduate college or university course work in a public-service-related area (e.g., public or business administration, social work, law, education, engineering) equals one year of full-time experience. Graduation from the Iowa Certified Public Manager Program is also equivalent to one year of full-time experience or education. 5) Current, continuous experience in the state executive branch that includes two years of full-time work as a Public Service Manager 1.

For additional information, please click on this Job Class Description - 04251