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Director IT CNOC Lead - 90243091 - Wilmington

Date: Apr 10, 2019

Location: Wilmington, DE, US, 19801

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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?


The Director oversees one or more IT Service Offerings end to end which serve the need of internal or external customers within Amtrak. In certain cases, the Director may own certain IT Services also. This role owns the CapEx and OpEx budget associated with their Service Offerings / Services and ensures optimum utilization of investment against the company priorities
IT Service Offering Owner is the single point of contact ( SPOC) in front of the customer for all aspects of a service offering and is accountable for ensuring that a service offering 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 offering He/She is accountable to IT Service Owner for the Service Offerings and IT executive leadership for the performance of that dedicated Service Offering / Service (including financial performance). Responsible for producing and maintaining documentation and materials regarding the Service Offering/Service.
Responsible for creating an integrated information technology plan to support one of more IT Services / Service Offerings. Responsibilities include, but may not be limited to, the following:  (See Amendment)
Develops and owns service offering definition and service offering design partnering with business owners and architecture. Ensures adoption of services/service offering within the IT service catalog.
Manages client engagements and service agreements on service offerings.
Responsible for planning service offering/service budget across both CapEx and OpEx vectors. Track budget and takes appropriate steps to stay within budget.
Oversees service offerings and corresponding service delivery teams. Responsible for delivering service offerings to business/clients.
Manages programs and end to end delivery. Design, build, test solutions for service offerings.
Manages service offering deployment and operations in conjunction with the Tech Ops team.
Responsible for managing risk and security within the service offerings in partnership with the CISO and the Risk and Compliance teams
Responsible for delivering a particular service offering within the agreed service offering 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/service offering 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 educational plans for mitigating the disruption of change. Develops timelines and action steps for anticipating and framing the type of change.
The IT Service Offering Lead will perform the following essential tasks:
Current technology – this role owns all of the assets (applications) in use at CNOC.
Current technology roadmap – this role must be able to develop the trajectory of the current systems that support or interact with CNOC in any way.  That means, for systems that consume output from CNOC, you need to know their roadmap.
Deficiencies in technology, tools and processes – Assess potential opportunities based on enterprise portfolio.  Actively discourage system sprawl.
Current projects affecting technology in the CNOC space – This position owns the projects impacting processes at CNOC for new and existing systems.  Responsible for the successful implementation (scope, schedule and budget) of the projects.
Act as liaison between IT and CNOC – Act as single point of contact for all technical issues at CNOC.  Develop and utilize a network of contacts in IT and at CNOC to get resolution.  This role is responsible for the demand or requests for technology or technical fixes at CNOC.  This includes prioritization, acquisition of funding and execution.  Act as the technical change agent and champion.  When technology changes that impacts CNOC this role must understand that impact, articulate the impact, mitigate the impact and be available 24x7 to make sure the change does not create an unforeseen outage.
This role must be an influencer both for CNOC and for IT with credibility both directions.
Bachelor's degree in Information Technology in or equivalent work experience.
Client expectation management, Program management, Financial management and Technology product delivery experience is required.
12 to 15 years of relevant technical and business managerial experience.
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.
Prior experience working in a Systems Operations or Crew Management capacity.
Master's degree in related technical/business areas or equivalent.
Experience working in large complex companies, that heavily rely on real time 24x7 IT operations to successfully service external customers.
Strong ability to communicate technical concepts, terms and language to technical and non-technical audiences.


Requisition ID:37846
Posting Location(s):Delaware
Personnel Area:DE07
Job Family/Function:Information Technology 
Relocation Offered:No 
Education Requirements:Bachelors Degree
Travel Requirements:Up to 50% 
Employment Experience Requirements:10 plus years of experience

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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