Director of Information Technology

Amtrak connect businesses and communities across the country and 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 Director Process Management manages multiple IT process within one functional area. The position manages services provided to internal and external customers and may focus on a specific industry of moderate to high complexity.

* Responsible for aligning information technology planning with the business strategy. Responsibilities include, but may not be limited to, the following: (See Amendment) * Works with business partners to understand business needs. * Leads and participates in a customer advisory board to manage IT services demand. Duties include communicating client needs and priorities and providing feedback on pricing and investment. * Provides input to business technology planning within their functional area. Implements solutions consistent with the architecture. * Manages the development and implementation of IT initiatives to support business strategy. * Define, manage and improve the Change Management process * Oversight of all Severity 1 and 2 incidents and RCA’s * Management and tracking of all RCA activities and initiative * Works with the business to define and mature the ECAB process * Develops communication plans and establishes relationships with key business members to support responsibilities * Provides high-quality services at optimal cost to customers. Measures service performance and implements improvements as needed. * Manages the improvement processes that impact customer satisfaction and relationships. Owns the designated processes and is accountable for ensuring that establishes processes are followed. * Participates in the development of IT budgets. Tracks and takes appropriate steps to stay within budget. * Directs the development and implementation of technologies that makes it easier for customers and suppliers to do business with increased profitability. * Participates and provides input to the SLA development process. Ensure internal SLA's are met. * Provides advice and counsel to the vendor relationship decision-making and contract development processes. * Reviews service provider performance. Identifies and confirms performance problems and notifies contract managers. * 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 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. * Identifies the roles, skills and knowledge required. Ensure staff has the resources and skills needed to support all work initiatives. Participates in IT workforce deployment activities. * Generates appropriate communication, process and educational plans for mitigating the disruption of change. Identifies and removes obstacles to change.

**Work Experience:** * Director within a large to medium sized organization or 5 years as a Senior Director in an IT Service Management function. * 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 * Requires experience in managing large teams and building relationships with people at a variety of levels. * Requires demonstrated ability to launch and deliver one or more IT project(s) 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 * Experience in managing Operations and Capital budgets * Experience in managing Service Desk * Experience in managing remote services teams * Experience in managing service contracts and vendor relationships **Preferred Work Experience:** * Experience working in large complex companies, that heavily rely on real time 24x7 IT operations to successfully service external customers. * Ability to navigate and use all MS Office toolsets including MS Project, Visio. * Experience with ITSM toolset including ICD, Service Now and Salesforce * ITIL Foundations Version 3 * ITIL Service Management **Preferred Education:** * Masters in Information Technology or related fieldMinimum of 10 years as an IT **Communication and Interpersonal Skills:** * Must have excellent oral and written communication skills **Supervisory Responsibilities:** Yes