SYSTEM INTELLIGENCE MANAGER

Requisition No:
Agency: Department of Transportation
Working Title: SYSTEM INTELLIGENCE MANAGER -
Pay Plan: SES
Position Number:
Salary: $76,369.64 - $98,831.30
Posting Closing Date: 10/23/2025
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STATE OF FLORIDA DEPARTMENT OF TRANSPORTATION
JOB POSTING DESCRIPTION
857 / TOLLS DATA CENTER
OPEN COMPETITIVE
SELECTED EXEMPT SERVICE
CONTACT PERSON: Kathleen Kiefer
CONTACT PHONE NUMBER:
CONTACT EMAIL ADDRESS:
HIRING SALARY RANGE: $3,461.54 biweekly/ $90,000.04 annually
Join FDOT and be part of the team that works as one to improve safety, enhance mobility and inspire innovation in the Florida transportation system.
Our Mission
The mission of the Florida Department of Transportation is to provide a safe statewide transportation system that promotes the efficient movement of people and goods, supports the state's economic competitiveness, prioritizes Florida's environment and natural resources, and preserves the quality of life and connectedness of the state's communities.
Our Vision
As a OneFDOT team, we serve the people of Florida by providing a transportation network that is well planned, supports economic growth, and has the goal of being congestion and fatality free.
The Work You Will Do:
SYSTEM INTELLIGENCE MANAGER - TURNPIKE ENTERPRISE/OFFICE OF TOLL OPERATIONS/TOLLS DATA CENTER
This position will manage a team responsible for IT Service Management processes, Tolls monitoring, and the Service Management platform.
The Difference You Will Make:
Through cooperation, coordination and collaboration among the OneFDOT team, you will be contributing to a strong and empowering culture of TRREC: Trust, Relationships, Respect, Empowerment, and Communication.
How You Will Grow:
FDOT encourages our team members to grow through engagement, empowerment, training, and professional development. Through our agency's learning management system, you have access to hundreds of computer-based training and instructor-led courses.
Where You Will Work:
This position may be located at Florida's Turnpike Enterprise/Office of Toll Operations - 7941 Glades Road Boca Raton, FL 33434 or at the Turnpike Headquarters N of I-4 on Turnpike, MP 263 Orlando, FL 32835
Annual Salary Range:
$76,369.64 - $98,831.30
Your Specific Responsibilities:
Oversee operations teams directly, and responsible for the Department Service Level Management framework. Ensures the customers for each of the systems under the responsibility of Tolls operations, current and future Service requirements are identified, understood, and documented in Service Level Agreements (SLA's). Reviews and agrees in coordination with stakeholders on the expected levels of Service to be delivered (either internal or external); formally documenting these levels of Service in SLA's. Monitors Service levels with attention to trends and compliance with requirements and SLA's. Supervises direct report.
Ensures Service Performance Reviews (SPR's) are scheduled, regularly performed, and any required actions documented and performed. Ensures improvement initiatives identified in SPR's are acted on and progress reports provided. Implements Service Level Improvement (SIP) plans where necessary Develops Service Level Reports, Dashboards, and communications, based on actual performance compared to SLA goals.
Ensures Service reports are produced. Performs gap analysis to highlight adherence of SLA targets, investigating deviations, reasons and recommending corrective actions to prevent recurrence.
Review and improve service scope, SLA's, KPI's and reporting based on business requirements.
The Successful Candidate will have the following required Knowledge, Skills, and Abilities:
Knowledge of:

• Industry Standard or Best Practices within the ITIL processes
• ITIL based processes that support effective Service Level Management
• Service Level Agreements (SLA) and their application
• support models for IT services
• technology components of a standard IT infrastructure environment
• applicable rules, regulations, policies, and procedures

Skills in:

• negotiating
• creating and maintaining complex reports and dashboards
• organizing and prioritizing work in an effective manner
• establishing and maintaining effective working relationships with others and interacting professionally with a diverse group
• processing information logically and solving problems

Ability to:

• plan, organize and coordinate work assignments
• supervise

Other Job-Related Requirements:
Overnight travel required. Incumbent must be available to work during off-duty hours.
The State's total compensation package for employees features a highly competitive set of employee benefits including:

• Health insurance (over 90% employer paid)
• $25,000 life insurance policy (100% employer paid)
• Dental, vision and supplemental insurances
• State of Florida retirement package
• 10 paid holidays a year

• Generous vacation and sick leave
• Career advancement opportunities
• Tuition waiver for public college courses
• A variety of training opportunities
• Employee Assistance Program (EAP)

For additional benefit information available to State of Florida employees, visit: SPECIAL REQUIREMENTS: You will be required to provide your Social Security Number to conduct required verifications. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion in the Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS), unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.
THE FLORIDA DEPARTMENT OF TRANSPORTATION VALUES AND SUPPORTS EMPLOYMENT OF INDIVIDUALS WITH DISABILITIES. QUALIFIED INDIVIDUALS WITH DISABILITIES ARE ENCOURAGED TO APPLY. In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation's Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities. Upon request and as appropriate, reasonable accommodations to individuals with disabilities may be provided. Please contact the Florida Department of Transportation's Human Resources Office at for assistance.
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.
Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center ( ). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.
The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section , F.S., Drug-Free Workplace Act.
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