Sr Dir IT - 90153497 - Washington

Amtrak • Washington, DC 20319

Posted 2 weeks ago

Job Description

Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America's workforce toward the future. 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 the result of our employees.

Are you ready to join our team?


The Sr. Director oversees one or more IT services end to end which serve the need of internal or external customers within Amtrak. Certain services may span across multiple functional areas also. This role owns the change the business and run the business budget associated with their services and ensures optimum utlization of investment against the company priorities.

IT Service Owner is the single point of contact (SPOC) in front of the customer for all aspects of a service and is accountable for ensuring that a service is managed with a business focus. He/she are responsible to the customer for the initiation, elaboration, construction, transition and ongoing maintenance and support of a particular service. The Service Owner is accountable to IT executive leadership for the performance of that dedicated service (including financial performance).The Service Owner is also responsible for producing and maintaining documentation and materials regarding the service.


Responsible for creating an integrated information technology plan to support one of more IT Services. Responsibilities include, but may not be limited to, the following:

* Partners with business leaders to develop service strategies, roadmaps and rationalize portfolio.

* Develops and owns service defination and service design partnering with business owners and architecture. Ensures adoption of services within the IT service catalog.

* Participates in the governance board that defines the IT mission, oversees operations, and determines IT investments, and pricing and product strategies.

* Responsible for developing the Service Strategy and a strategic view to the sourcing options.Comes up with the right criteria to pick the right service offerings suiting the business and customer needs.

* Responsible for planning service budget across both CapEx and OpEx vectors. Track budget and takes appropriate steps to stay within budget.

* Oversees all service offerings within a service and corresponding service delivery teams. Responsible for delivering services to business/clients.

* Responsible for managing risk and security within the service in partnership with the CISO and the Risk and Compliance teams

* Manages service governance and applies metrics to services to measure against defined KPI's and SLA's. Responsible for delivering a particular service within the agreed service levels with the customer and with dependent IT teams negotiating Operational Level Agreements (OLAs).

* 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 decisionmaking and contract development processes.

* Provides leadership in continious service 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, guidanace, encouragement and constructive feedback. Ensures work, information ideas, and technology flow freely among the section.

* Establishes measureable 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 educationl plans for mitigating the disruption of change. Develops timelines and action steps for anticipating and framing the type of change.

* Data Center operations

* Platform, middleware, and database operations

* Database architecture, design, performance tuning

* SAP and ERP infrastructure and operation management

* Cloud / PaaS services management

* Dev / Ops, release management, and deployment automation

* Incident management, troubleshooting, and resolution in a high pressure environment

* Systems integration, architecture, and design

* High-availability cloud solution design, build, and deployment


* Client expectation management, Program management, Financial management and Technology product delivery experience is required.

* 15 to 20 years of relevant technical and business managerial experience.

* May require in-depth knowledge of one or more processes/services. Business exerience should include assignments in multiple business and technical processes and financial management.

* Technical and/or ITIL, or equivalent Certifications

* 15+ years' experience managing middleware and platform services in a 24x7x365 environment

* 10+ years' experience leading cross-functional teams in a technology services delivery capacity

* 10+ years' experience in vendor management and large-scale IT outsourcing with associated cost/budget accountability

* Demonstrated experience leading Cloud/PaaS service delivery teams and prior experience working with leading Cloud services companies (e.g., AWS, Azure)

* Demonstrated experience developing and technology operations strategy and organizing teams and vendor partners to deliver on that strategy to achieve business results.


Experience working in large complex companies, that heavily rely on real time 7x24 IT operations to succesfully service external customers.


* 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 initiatives 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.

* The successful candidate will have proven experience with:

* Strong project and program management skills and excellent oral and written communications.

* Demonstrated passion for "in the moment" troubleshooting and incident response

* Ability to respond to high-severity issues on a 24x7 basis, if needed

* Ability to translate and communicate complex technical issues into language that sr. business executives can easily comprehend

* Strong business acumen

* Excellent team building skills, both within your team and motivating resources across teams


Must have excellent w


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