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Senior Director IT, Infrastructure Platform Services - 90264317 - Washington

Date: Nov 3, 2019

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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?


This Sr. Director role oversees all technologies associated with the following horizontal service offerings: Identity and Access Management, Client Compute Engineering, and Unified Communications as a Service (UCaaS), and Domain Name Services (DNS). Candidates should possess 15 to 20 years of relevant technical and business managerial experience and 10+ years people management experience required in transportation, travel, hospitality or high-tech domains delivering value. Deep experience within cloud, mobile, information management, and data domains. Demonstrated experience in leveraging these technology themes to drive business value.


The IT Service Owner 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 utilization 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 definition 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 decision-making and contract development processes.
  • Provides leadership in continuous 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, 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 education plans for mitigating the disruption of change. Develops timelines and action steps for anticipating and framing the type of change.
  • This role owns the transform, grow and run the business budget associated with their service and ensures optimum utilization of investment against company priorities


  • Master's degree in related technical/business areas or equivalent work experience. 
  • Client expectation management, Program management, Financial management and Technology product delivery experience is required.
  • May require in-depth knowledge of one or more processes/services. Business experience should include assignments in multiple business and technical processes and financial management.
  • Technical and/or ITIL, or equivalent Certifications 
  • 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 work well with others in an integrated team environment, and must be self-motivated.



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

Must have excellent written and oral communication skills.

Requisition ID:41861
Posting Location(s):District of Columbia; Maryland; Virginia
Job Family/Function:Information Technology 
Relocation Offered:No 
Travel Requirements:None 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family, and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

We proudly support and encourage U.S. Veterans to apply for Amtrak job opportunities.

All positions require pre-employment background verification, medical review and pre-employment drug screen. Amtrak is committed to a safe and drug-free workplace and performs pre-employment substance abuse testing. All new hires are required to undergo a hair drug test which detects the presence of illegal drugs for months prior to testing. We appreciate your cooperation in keeping Amtrak safe and drug-free.  

In accordance with DOT regulations (49 CFR section 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, he/she will not permitted to perform safety-sensitive functions.

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 Affirmative Action/Equal Opportunity Employer and we welcome all to apply. We consider candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability (including blindness), or veteran status.

POSTING NOTES: Information Technology || Information Technology

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