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Director, Business Partnership Services
4 months ago
The Federal Aviation Administration's (FAA) Information & Technology Services deliver core IT services to keep FAA employees connected and productive, drive transformative IT efforts that move the FAA enterprise forward, and develop innovative IT solutions to solve complex business partner challenges.
Duties
The FAA seeks an innovative leader with substantial experience leading a cross-functional Information Technology (IT) service organization. The Director, Business Partnership Services provides leadership and oversight of all FAA IT components and services, including engagement with the Business Partnership Management team, the MyIT Service Center, the Service Catalog, and FAA's 24x7 IT helpdesk. The Director interfaces with all enterprise stakeholders to understand their needs and foster effective solutions.
The Director oversees a staff of approximately 80 federal employees, including 10 senior managers and nearly 400 contractors. The incumbent manages an annual budget of approximately $40M, including approximately $23M allocated for the IT Integrated Service Center contract.
Principal Responsibilities
- Cultivates and maintains positive relationships with FAA IT stakeholders, including providing consultative services, devising appropriate IT solutions based on business needs, ensuring IT effectively supports the business partners’ missions, and managing IT core services.
- Creates and maintains a superior service-oriented approach to service management and champions a culture that is innovative, forward-thinking, and solution-centric.
- Oversees the development and maintenance of the IT Service Catalog and the establishment and management of IT core services and metrics, including monitoring and acting as the governing body over the performance of core metrics and working with other Office of Information & Technology Executives to meet established metrics.
- Formulates, develops, and implements strategic high-level objectives to improve user experiences, incorporating key performance indicators, and communicates the importance of fostering a positive user experience for internal and external Executive stakeholders.
- Directs the strategic approach to the first line of investigation, diagnosis, and resolution of IT problems and issues in a hybrid work environment. Oversees the escalation process for incidents and service requests that impact business partner missions and demand Executive attention. Meets with executive business partners regularly to ensure that IT services meet their mission requirements and take action to optimize services when needed.
