Dir DT Technology Operations - 90337387 - Wilmington

Your success is a train ride away!

As we move America's workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

Are you ready to join our team?

Our values of 'Do the Right Thing, Excel Together and Put Customers First' are at the heart of what matters most to us, and our Core Capabilities, 'Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security' are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

SUMMARY OF DUTIES:

The Director's primary role is to manage and oversee the Vendor Tier 2 CoE team consisting of ~125 contractors that perform tier 2 support across Amtrak's entire DT landscape. Areas include but are not limited to SAP, EDW/ETL, POS, Salesforce, Doucumentum, Tableau, AEM, MuleSoft, ASW services, Arrow and Business MF, and BA/Project Mgmt. This director role will also be charged with overseeing functional enhancements and steady state operations in these tier 2 areas and ensure smooth integration of new technologies and SAAS solutions with Amtrak's Tech Ops organization while overseeing a $12+million annual CoE budget.

This Director will manage project managers that manage CAPEX programs and will be responsible for organizational, program, project budgets and financial forecasting. They will also drive Corporate Technology system decisions in areas such as SAP, Ariba, SuccessFactors, Concur, and other applications that support HR, Finance, and Procurement business units.

The Director oversees one or more IT Technology Operations Service Offerings end to end which cares for the needs of internal or external customers within Amtrak. In certain cases, the Director will own technology operations IT Services as well. This role owns the CapEx and OpEx budget associated with their Service Offerings / Services and ensures optimum utilization of investment against the company priorities. The position requires management of 24x7x365 systems operations support and maintenance functions which require off-shift and weekend work related to incidents, outages, and planned production deployment functions.

The Director IT - Technology Operations supports, plans, directs, and oversees one or many IT operational activities that cover IT Service Management, Data Center operations, servers, networks, and related security. The Director has a broad set of responsibilities covering virtually every aspect of IT infrastructure and business operations. The Director will manage internal as well as vendor teams to support maintenance or enhancement of infrastructure and operations.

The position acts as an IT Service Offering lead and is the single point of contact (SPOC) in front of the customer for all aspects of a service offering. It is accountable for ensuring that a service offering is managed with a business focus. The role is responsible to the customer for the initiation, elaboration, construction, transition and ongoing maintenance and support of technology operations service offerings. The Director is accountable to the IT Technology Operations Service Owner for the Service Offerings and IT executive leadership for the performance of any assigned dedicated Service Offering / Service (including financial performance). Responsible for producing and maintaining documentation and materials regarding the Service Offering/Service.

ESSENTIAL FUNCTIONS:

• Evaluates the effectiveness of technology service operations and drives continuous process improvements; implements service level agreements, metrics, and key performance indicators to measure operations, process adjustments, and/or system enhancements working cross-functionally as appropriate, to ensure customer satisfaction meets or exceeds expected service levels; and improves business relationships with customers.
• Responsible for creating an integrated information technology operation plan to support one of more IT Services / Service Offerings.
• Develops and owns technology operations service offering definition, and service offering design partnering with business owners and architecture. Ensures adoption of services/service offering within the IT service catalog.
• Manages client engagements and service agreements on service offerings.
• Responsible for planning service offering/service budget across both CapEx and OpEx vectors. Track budget and takes appropriate steps to stay within budget.
• Oversees service offerings and corresponding service delivery teams. Responsible for delivering service offerings to business/clients.
• Manages programs through end-to-end delivery. Leads Design, build, and test of solutions for service offering effectiveness.
• Manages service offering deployment and operations in conjunction with the Tech Ops team.
• Responsible for managing risk and security within the service offerings in partnership with the CISO and the Risk and Compliance teams
• Implements robust, customer-focused support models; and oversees a team that defines, implements, and enforces service level agreements and procedures to better service end users.
• Partners to ensure IT Service Management processes, operational level agreements, and underpinning contracts are appropriate for the agreed service level targets. Provides advice and counsel to the vendor relationship decision making and contract development processes.
• Provides leadership in continuous service/service offering improvement. Ensures service provider performance is reviewed and that contract managers are notified when necessary.
• Meets regularly with team to gather work statuses. Discuss work progress and obstacles.
• Provides advice, guidance, encouragement and constructive feedback. Ensures work, information ideas, and technology flow freely among the section.
• Establishes measurable individual and team objectives that are aligned with business and organizational goals. Documents and presents performance assessments. Recognizes and rewards associates commensurate with performance. Implements organizational practices for staffing, Equal Employment Opportunity (EEO), diversity, performance management, development, reward and recognition, and retention.
• Ensures staff has the resources and skills needed to support all work initiatives. Forecasts new skill requirements based on emerging technologies. Participates in IT workforce deployment activities.
• Generates appropriate communication, process and educational plans for mitigating the disruption of change. Develops timelines and action steps for anticipating and framing the type of change.

MINIMUM QUALIFICATIONS:

• Bachelor's Degree in Computer Science, Information System or related field with 11+ year's relevant experience or equivalent work experience.
• Proven experience managing SNOW systems and management of SAP systems.
• 11+ years of relevant work experience in business systems, development and/or support functions.
• Client expectation management, Program management, Financial management and Technology product delivery experience is required.
• 11 to 15 years of relevant technical and business managerial experience.
• May require knowledge of one processes/services. Business experience should include assignments in multiple business and technical processes.
• Technical and/or ITIL, or equivalent Certifications.

MINIMUM KSA (Knowledge, Skills and Abilities):

• Must have expert knowledge as described in amendment.
• Requires leadership experience in managing cross-functional teams and influencing executive level management and key stakeholders.
• Requires demonstrated ability to launch and deliver multiple, concurrent IT projects on time and within budget.
• Must possess strong communication and interpersonal skills work well with others in an integrated team environment and must be self-motivated.

PREFERRED QUALIFICATIONS:

• Master's Degree in Computer Science, Engineering, Business Management or similar relevant field
• Experience working in large complex companies that heavily rely on real time 24x7 IT operations to successfully service external customers.
• 13+ years relevant experience preferred

WORK ENVIRONMENT:

• Work is performed in an office environment or remotely.
• Ability to support 24x7x365 systems operations and maintenance functions which require off-shift and weekend work to support incidents, outages, and/or planned production deployment functions.
• May require travel up to 25% of the time
• Requires on-call status
• Additional duties as assigned

COMMUNICATIONS AND INTERPERSONAL SKILLS:

Must have excellent oral and written communication skills.

The salary/hourly range is $157,500 - $204,120. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee's assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee's base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.

Requisition ID:160067

Posting Location(s):Delaware

Job Family/Function:Information Technology

Relocation Offered:No

Travel Requirements:Up to 25%

You power our progress through your performance.

We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions.

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen.

Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.

In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.