General Summary:
The Senior Director of Information Technology & Services (ITOS) leads a team of leaders who provide technology-based services to IT, the company, and external partners.
ITOS is an XaaS business within a business. It is accountable for providing a diverse range of services that satisfy the needs of its customers; for the safety, availability, and quality of those services, and for introducing new services and improving service delivery.
The Senior Director of ITOS has deep expertise in service management, IT operations management, business management, and internal entrepreneurship.
Duties & Responsibility:
Author the ITOS vision & strategy and lead your team to execute upon it:
- Develop a vision of the ITOS of the future, by defining strategies (such as hybrid-cloud), and by leading innovation initiatives which result in the deployment of new services or new service-delivery processes.
- Hire, develop, and inspire a talented and engaged team of leaders and staff made up of internal staff, contractors, and managed service providers.
- Participate as a key contributor in the company’s information technology strategy and initiatives.
- Participate as a member of IT’s senior leadership team in the evolution of DGIT’s vision and continued implementation of its organizational transformation
- Work collaboratively with peers in IT who engineer applications and infrastructure, coordinate standards and plans, provide information security services, provide customer service, provide business administrative services, and manage relationships with business customers (BRMs).
- Propose and manage CapEx and OpEx budgets for infrastructure services and for new investments in infrastructure and service delivery.
- ITOS owns all technology infrastructure assets and any enterprise applications (applications used by the entire enterprise, but not business-unit-specific applications) and end-user computing tools. ITOS leaders have full authorities over these technology assets, and matching accountabilities for providing technology services that meet the needs of the organization
- Operate existing assets and deliver resulting services with excellence, including safety, availability, reliability, service level, ease of access, and other attributes of service quality – including cloud-based services where cloud vendors are incorporated into ITOS service-delivery capabilities.
- Work with ITOS customers to understand current and future demand for technology services, and work with solution suppliers (internal engineering teams, which do not report to this position) to select and source the right technologies and cloud services needed to deliver its services.
- Manage technology assets throughout their life-cycle (from acceptance into production to their retirement from service), including defining requirements, managing the deployment of services, enterprise capacity management, and sunsetting.
- Manage service vendors (such as cloud), including selection (e.g., RFP/RFI processes), contracts, performance management, and service integration.
- Prevent, mitigate the damages of, and recover from risks such as information security incursions and disasters (business continuity).
- Comply with all relevant laws, regulations, and DG policies.
Knowledge & Skill:
- People management, including selection, empowerment, guidance, coaching, inspiring, and performance management.
- Asset management, including enterprise capacity planning and life-cycle planning.
- Business management, especially of a XaaS business (internal or commercial).
- Financial management, including CapEx and OpEx budget planning and execution.
- Technology awareness of the broad range of current and near-future technologies (at the “smart buyer” not engineer, level).
- Problem management, to thoroughly assess complex problems, collaborate with various levels of management and technical personnel, conceptualize effective solutions, communicate strategies, and partner with key stakeholders to bring initiatives to successful conclusions.
- Service management, from ideation through their life cycles, including the creation, implementation, ongoing operations, and refresh / retirement phases.
- A focus on, and excellence in, the design of reliable, repeatable processes.
- Experience managing and collaborating with distributed teams, including offshore third-party organizations and remote employees.
- Strong oral and written communication skills, with both technical and non-technical people, and the ability to speak in front of large audiences.
- Strong conceptual structure skills (the ability to deconstruct and organize ideas).
- Compatibility with the vision of running IT as a business, and more specifically, running IT operations as a business.
Work Experience:
- Bachelor’s degree.
- Knowledge of ITIL and/or other relevant best-practices frameworks.
- Twelve or more years in the information technology field.
- Seven or more years of leadership experience in an IT operations function or (ideally) in a XaaS business.
