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Director IT - Service Desk - 90261634 - Wilmington

Date: Oct 4, 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?


The ‘Director IT - Service Desk’ oversees Amtrak’s Service Desk offering, serving the needs of internal customers within Amtrak. The Director will manage the outsourced Tier I and II Service Desk functions with the ability to develop the metrics and reports used to measure the performance and efficiency of all team members as well as assigned Service Desk personnel.


The role is an IT Service Offering Lead; serves as the single point of contact (SPOC) in front of the customer for all aspects of the Service Desk offering; is accountable for ensuring the Service Desk offering is managed with a business focus. He/she manages the budget associated with the Service Desk offering and ensures optimum utilization of investment against the company priorities. He/she is 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.




  • Provides leadership in continuous process improvement; demonstrates the ability to drive process improvement within the organization.


  • Ensures service provider performance and contracts are reviewed and managed, in alignment with defined metrics and expectations.


  • We prefer 5+ years’ experience working with the ServiceNow ticketing application.


IT Service Owners are responsible for creating an integrated information technology plan to support one of more IT Services / Service Offerings. Responsible for planning service offering/service 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. 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.


Responsibilities include, but may not be limited to, the following:


  • Manages client engagements and service agreements on service offerings.


  • 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.





  • 15+ years of managing distributed resources and outsourced service desk personnel.


  • Bachelor'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.


  • 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 


  • Must have expert knowledge as described in amendment.


  • 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.




  • Bachelor’s degree required, Master’s degree preferred with ITIL and PMP Certifications.


  • Association with HDI would be a plus.


  • Experience working in large complex companies, that heavily rely on real time 24x7 IT operations to successfully service external customers.


  • Outstanding written and verbal communication skills




Must have excellent written and oral communication skills

Requisition ID:41632
Posting Location(s):Delaware
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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