Senior Director of Enterprise ServicesMassachusetts Bay Transportation Authority • Boston, New Hampshire, USA
Senior Director of Enterprise Services
Massachusetts Bay Transportation Authority • Boston, New Hampshire, USA
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job_description.job_card.job_descriptionDirectly supervises managers responsible for each Enterprise Technology Services domain including Service Desk Operations Device & Workplace Technology Application Services and Service Management & Delivery. Bachelors degree from an accredited institution in Information Systems Business Engineering or related field. Ten (10) years of progressive IT experience including significant leadership responsibility in enterprise technology service delivery. Seven (7) years of supervisory managerial and / or leadership experience overseeing multiple IT service domains. Demonstrated success in implementing standardized IT service management processes and performance metrics. Strong financial management skills in budgeting forecasting and cost control. Experience leading enterprise-scale service improvement technology lifecycle and automation initiatives. Proven ability to communicate complex technical concepts to diverse audiences including executive leadership. Proficiency with MS Office applications. Excellent customer service negotiation conflict resolution communication and presentation skills. A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelors degree requirement. An associates degree from an accredited institution and an additional three (3) years of directly related experience substitutes for the bachelors degree requirement. A masters degree in a related subject substitutes for two (2) years of general experience. A nationally recognized certification or statewide / professional certification in a related field substitutes for one (1) year of experience. ITIL certification or equivalent IT service management credentials. Experience with enterprise service management platforms such as ServiceNow. Experience managing technology services in a large distributed and 24x7 operational environment. Ability to effectively read comprehend communicate and respond to instructions orders signs notices inquiries English. Be at least eighteen (18) years of age except if participating in an approved high school internship / co-op program. Ability to commute to assigned work locations in the Boston MA metro area as required by the role. Ability to provide internal and external customers with courteous and professional experiences. Ability to work effectively independently and as part of a diverseworkforce team (or supervise if required). Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers. Ability to adhere to rules regulations collective bargaining agreements (if applicable) and policies of the MBTA including the EEO anti-discrimination anti-harassment and anti-retaliation policies. Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate) including overall employment job performance discipline and safety records (infractions and / or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection). Ability to pass a Criminal Offender Record Information (CORI) check comprehensive background screening and / or medical Clinic screening potentially including physical examination and drug and alcohol screenings. Ability to work all shifts and / or locations assigned directed or necessary for this position including (for some transit / operations roles) up to twenty-four (24) hours per day seven (7) days per week as necessary to accommodate severe weather conditions emergencies or any other circumstances that may potentially impact service or the safety of service. Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally interns / co-ops must have valid work authorization and U.S. Social Security Numberprior to starting their positions and throughout the duration of their program. General Disclaimer : The statements contained in this job description are intended to describe a summary general nature and complexity of typical job functions and do not represent an exhaustive list of all duties tasks and responsibilities required of staff assigned to this position. Application Completion : It is each applicants responsibility to ensure application details are entered completely and correctly including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history. Application Deadlines : Applicants should apply as soon as possible as the MBTA may stop considering applicants after a sufficiently large applicant pool is established. Work Environment : The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements. Work Eligibility : All employees must be legally authorized to work in the United States and on an unrestricted MBTA does not have an employer work sponsorship program. However if you have unrestricted work authorization or are sponsored by a separate entity you are welcome to all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S. Interviews : Candidates should ensure they arrive on time are prepared can remain for the duration and if remote are in a quiet place without distraction for the interview. Candidates who do not attend their interview without advance authorization including an email confirmation of a rescheduled time / date from Human Resources will be considered a no-show and disqualified from consideration for the position. Related to rescheduling on a one-time basis and due to something emergent you may be allowed to reschedule the addition Human Resources may require documentation supporting the request. However should you need to reschedule you will need to contact your Recruiter directly by email. Safety Sensitive Positions : Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing. On-call or 24 / 7 Positions : Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority. Essential / Emergency Staff : During declared states of emergency employees working in this classification are required to report to work for their assigned work hours or as directed by management. ADA Accommodations : The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process please contact the MBTAs ADA Unit at or . Diversity Equity and Inclusion : The MBTA is an Equal Employment Opportunity Employer. For terms descriptions and definitions related to diversity equity inclusion veteran status and immediate family members that you may find on the application form please visit / Co-Op Benefits : Employees taking part in an internship orco-opat the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass based on the city from which the intern / co-opcommutes to workat no cost. However no additional benefits are currently offered for interns orco-ops.
At the MBTA we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe reliable and accessible transportation. MBTAs Core Values are built around safety service equity sustainability and culture. Each employee that works for the MBTA performs their roles based on our vision mission and values. This includes attendance participation and contribution in local safety committee meetings as needed.
Job Summary
The Senior Director of Enterprise Technology Services provides strategic leadership and operational oversight for four enterprise-wide service domains : Enterprise Service Desk Operations Enterprise Device & Workplace Technology Enterprise Application Services and Enterprise Service Management & Delivery. This role ensures a seamless high-quality technology experience for all MBTA employees driving performance innovation and continuous improvement across the organizations technology service portfolio. The Senior Director leads a management team responsible for each domain ensuring alignment with MBTAs business objectives and technology strategy.
Duties & Responsibilities
- Provide overall leadership strategic direction and operational oversight for Enterprise Technology Services across all four domains.
- Lead Enterprise Service Desk Operations ensuring effective responsive and high-quality support across centralized and distributed service desk teams.
- Oversee Enterprise Device & Workplace Technology including lifecycle management provisioning and support of enterprise devices peripherals and workplace technology systems.
- Direct Enterprise Application Services providing advanced operational support and acting as the escalation point between the service desk and enterprise application teams to ensure stability and optimal performance.
- Own Enterprise Service Management & Delivery including administration of enterprise service management platforms (e.g. ServiceNow) governance of service catalogs and implementation of IT service management best practices.
- Establish SLAs KPIs and quality metrics across all domains using data-driven insights to monitor and continuously improve service delivery and customer satisfaction.
- Drive integration and standardization across service areas ensuring cohesive incident request problem and change management processes.
- Collaborate with MBTA IT leadership and business units to align enterprise technology services with organizational goals and operational priorities.
- Lead the development and execution of service improvement plans process automation initiatives and technology lifecycle strategies.
- Manage budgets resources and vendor relationships to optimize cost-effectiveness and service quality.
- Serve as the highest escalation level for enterprise technology service issues ensuring timely and effective resolution.
- Mentor coach and develop senior managers responsible for each service domain fostering a high-performance collaborative culture.
- Provide executive reporting on service performance risks and strategic initiatives to MBTA leadership.
- Ensure compliance with MBTA policies industry standards and relevant regulations for all enterprise technology services.
- Perform all other duties and projects that may be assigned.
Supervision
Minimum Requirements & Qualifications
Substitutions Include
Preferred Experience and Skills
Job Conditions :
Disclaimers and Definitions :
Required Experience :
Exec
Key Skills
Crisis Management,Marketing,Public Relations,Fundraising,Media Relations,Constant Contact,Strategic Planning,Social Media Management,Team Management,Public Speaking,Wordpress,Writing Skills
Employment Type : Full-Time
Experience : years
Vacancy : 1
Yearly Salary Salary : 162710 - 185000
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