Lead Business Process/Change Management Manager

KLC Consulting, Inc.

Requirement for:      Lead Business Process Consultant (Manager, Customer Relations) – Tallahassee, FL

Contact:                     Maggie Manning: ,

Client:                         Florida Department of Corrections, Carlton Building at 501 South Calhoun Street and 315 South Calhoun Street, Tallahassee, FL

Due Date:                   May 21, 2026 by 11am EST

Term                           July 1, 2026 through June 30, 2027 with a possible one (1) year renewal term

The Department''s OIT is seeking the services of an experienced Customer Relations Manager under the working title Lead Business Process Consultant.

LOCATION: The work shall be conducted on-site with the Department''s OIT at the Carlton Building at 501 South Calhoun Street and 315 South Calhoun Street, Tallahassee, Florida

SCOPE OF WORK/JOB CHARACTERISTICS: The Lead Business Process Consultant for the Offender-Based Information System (OBIS) Modernization Program—within the Business, Change, and Training workstream—is responsible for establishing and maintaining productive relationships among the Department, external customers, vendors, internal IT, and various business units. In this capacity, the role provides strategic oversight for process improvement initiatives while offering mentorship and quality assurance for the Business Process Consultant team.

Strategic Relationship and Stakeholder Management

·         Establish, manage, and maintain strategic relationships with external customers across one (1) or more business segments, ensuring a clear understanding of needs, expectations, and service requirements;

·         Act as the primary liaison between the enterprise, functional IT teams, end users, vendors, contractors, and consultants to ensure consistent, high-quality communication and delivery of services;

·         Investigate, address, and resolve escalated customer relationship issues, ensuring long-term satisfaction and continuous improvement; and

·         Represent the organization in contract-related discussions by contributing to contract negotiation, administration, performance monitoring, and vendor management.

Leadership of Business Process Consulting Function

·         Provide leadership, direction, and oversight to Business Process Consultants performing systems process analyses, process redesign, and business process engineering activities;

·         Ensure consistent methodologies, documentation standards, and best practices are applied across all process engineering projects;

·         Mentor junior and mid-level consultants, providing guidance on analytical techniques, stakeholder engagement, and process improvement practices; and

·         Allocate work, set priorities, and oversee delivery across multiple concurrent projects and business units.

Business and Technology Alignment

·         Lead efforts to evaluate business processes and align them with current and future IT solutions supporting modernization efforts;

·         Interpret, communicate, and translate customer and business requirements into clear, actionable requirements for IT partners;

·         Collaborate with IT architecture, development, and operations teams to ensure designed solutions meet business needs and strategic goals; and

·         Propose changes to products, services, and technology solutions that improve operational effectiveness, financial performance, and customer experience.

Process Analysis, Design, and Optimization

·         Lead the design, modeling, simulation, and optimization of enterprise processes to improve operational performance, eliminate inefficiencies, and support modernization;

·         Oversee gap analyses and define measures for process performance, ensuring the program area successfully transitions to improved processes; and

·         Drive process governance, ensuring defined processes are communicated, adopted, and maintained across the organization.

Internal Consulting and Organizational Change Management

·         Advise leadership on process trends, operational risks, modernization opportunities, and the strategic use of technology;

·         Support organizational change management activities, helping business units adapt to new systems, redesigned workflows, and evolving technology capabilities; and

·         Facilitate solution design, build, testing, and rollout activities, ensuring business readiness and alignment with program goals.

Cross-Functional Collaboration and Communication

·         Regularly engage with internal functional groups to clarify requirements, resolve issues, and maintain visibility across projects and operational areas; and

·         Ensure process changes and technology transitions are clearly communicated to stakeholders and supported through appropriate training and documentation.

NOTE: This position is designated as “essential staff” and is expected to report for duty when instructed to do so in times of emergency or potential emergency as required by Section 33-208.002(4), Florida Administrative Code (F.A.C.)

NOTE: In addition to the above list, the selected Candidates must successfully complete a Level II Background Check.

Submissions Must Include

1.      Candidate Resume(s) Include relevant experience, certifications, education, etc. related to the services requested in the Scope of Services.

2.      Knowledge, Skills, and Abilities Matrix

3.      References

4.      Exhibit E - Resume Self-Certification Form

5.      All selected candidates are required to complete the Department''s Security Awareness Training within 30 calendar days of hire.

Must Complete the following Education, Experience, and Skills Matrices