Senior Director of Enterprise Services
6 days ago
Location : Transportation Building (10 Park Plaza, Boston 02116)
Job Type: Full-Time
Job Number: 25-21374
Department: MBTA - Information Technology Dept
Area: 031-ITD
Opening Date: 11/24/2025
Closing Date: 12/15/2025 11:59 PM Eastern
Licenses / Certifications: None Required
Union Affiliation: Executive
Safety Sensitive: No; this is not a Safety Sensitive position.
On-Call or 24/7: No; this position is not classified as on-call or 24/7.
Essential Classification (Emergency Staff): No; this position is classified as non-essential (during declared States of Emergency).
At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA's Core Values are built around safety, service, equity, sustainability, and culture. Each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.
Job Summary
The Senior Director of Enterprise Technology Services provides strategic leadership and operational oversight for four enterprise-wide service domains: Enterprise Service Desk Operations, Enterprise Device & Workplace Technology, Enterprise Application Services, and Enterprise Service Management & Delivery. This role ensures a seamless, high-quality technology experience for all MBTA employees, driving performance, innovation, and continuous improvement across the organization's technology service portfolio. The Senior Director leads a management team responsible for each domain, ensuring alignment with MBTA's business objectives and technology strategy.
Duties & Responsibilities
- Provide overall leadership, strategic direction, and operational oversight for Enterprise Technology Services across all four domains.
- Lead Enterprise Service Desk Operations, ensuring effective, responsive, and high-quality support across centralized and distributed service desk teams.
- Oversee Enterprise Device & Workplace Technology, including lifecycle management, provisioning, and support of enterprise devices, peripherals, and workplace technology systems.
- Direct Enterprise Application Services, providing advanced operational support and acting as the escalation point between the service desk and enterprise application teams to ensure stability and optimal performance.
- Own Enterprise Service Management & Delivery, including administration of enterprise service management platforms (e.g., ServiceNow), governance of service catalogs, and implementation of IT service management best practices.
- Establish SLAs, KPIs, and quality metrics across all domains, using data-driven insights to monitor and continuously improve service delivery and customer satisfaction.
- Drive integration and standardization across service areas, ensuring cohesive incident, request, problem, and change management processes.
- Collaborate with MBTA IT leadership and business units to align enterprise technology services with organizational goals and operational priorities.
- Lead the development and execution of service improvement plans, process automation initiatives, and technology lifecycle strategies.
- Manage budgets, resources, and vendor relationships to optimize cost-effectiveness and service quality.
- Serve as the highest escalation level for enterprise technology service issues, ensuring timely and effective resolution.
- Mentor, coach, and develop senior managers responsible for each service domain, fostering a high-performance, collaborative culture.
- Provide executive reporting on service performance, risks, and strategic initiatives to MBTA leadership.
- Ensure compliance with MBTA policies, industry standards, and relevant regulations for all enterprise technology services.
- Perform all other duties and projects that may be assigned.
- Directly supervises managers responsible for each Enterprise Technology Services domain, including Service Desk Operations, Device & Workplace Technology, Application Services, and Service Management & Delivery.
- Bachelor's degree from an accredited institution in Information Systems, Business, Engineering, or related field.
- Ten (10) years of progressive IT experience, including significant leadership responsibility in enterprise technology service delivery.
- Seven (7) years of supervisory, managerial, and/or leadership experience overseeing multiple IT service domains.
- Demonstrated success in implementing standardized IT service management processes and performance metrics.
- Strong financial management skills in budgeting, forecasting, and cost control.
- Experience leading enterprise-scale service improvement, technology lifecycle, and automation initiatives.
- Proven ability to communicate complex technical concepts to diverse audiences, including executive leadership.
- Proficiency with MS Office applications.
- Excellent customer service, negotiation, conflict resolution, communication, and presentation skills.
- A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor's degree requirement.
- An associate's degree from an accredited institution and an additional three (3) years of directly related experience substitutes for the bachelor's degree requirement.
- A master's degree in a related subject substitutes for two (2) years of general experience.
- A nationally recognized certification, or statewide/professional certification in a related field substitutes for one (1) year of experience.
- ITIL certification or equivalent IT service management credentials.
- Experience with enterprise service management platforms such as ServiceNow.
- Experience managing technology services in a large, distributed, and 24x7 operational environment.
- Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
- Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
- Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
- Ability to provide internal and external customers with courteous and professional experiences.
- Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
- Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
- Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
- Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
- Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
- Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
- Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting their positions and throughout the duration of their program.
- General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
- Application Completion: It is each applicant's responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.
- Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
- Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
- Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
- Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
- Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
- On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
- Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
- ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or
- Diversity, Equity, and Inclusion: The MBTA is an For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit
- Intern / Co-Op Benefits: Employees taking part in an internship or co-op at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on the city from which the intern / co-op commutes to work, at no cost. However, no additional benefits are currently offered for interns or co-ops.
Employment Benefits at the MBTA
Full-Time Employees:
The MBTA offers comprehensive benefits packages to full-time employees. Types of benefits offered at the MBTA are subject to the union affiliation / Collective Bargaining Agreement (CBA) of the position to which you apply. Benefits that may apply to your position include the following:
- Insurance: Health, Dental, Vision, Life (basic and supplemental), and Long-Term Disability
- Paid Time Off (PTO): Vacation, Personal Days, Sick Leave, and Holidays
- Retirement: Pension or deferred compensation 401(a), plus MBTA contributions
- Complimentary pass for travel on the MBTA transit system (bus, train, ferry, and Commuter Rail)
- Tuition Reimbursement (up to $10,000 per year)
- Public Service Loan Forgiveness (PSLF) for student loans
- Commuter Choice Parking Program: Pre-tax benefits for parking
- Flexible Spending Account (FSA): Pre-tax benefits for healthcare-related expenses
- Discounted tickets for concerts, movies, travel / vacation, etc. via TicketsAtWork.com
- Shopping discounts via GovX.com
- Verizon and AT&T service discounts
- And more...
Internships:
Internship positions are not eligible for most MBTA Benefits. However, paid sick time may be incurred. Each intern also receives a complimentary pass for travel on the MBTA transit system (bus, train, ferry, and Commuter Rail) to use throughout the duration of their internship. Please contact the assigned Recruiter directly or email internships@mbta.com for more information.
Disclaimer:
The above information is meant to be a general overview of the benefit programs offered by the MBTA, which may or may not apply to a specific position. This summary is not a contract andis not meant to change the provisions of union contracts or Authority policies and does not establish a binding practice. Please contact the assigned Recruiter directly or email hrstaffing@mbta.com for more information.
The MBTA is an Affirmative Action/Equal Opportunity Employer
01
Which of the following best describes your education and experience?
- I did not attain a high school diploma or equivalent / GED.
- High School Diploma or GED with a minimum seventeen (17) years of progressive IT experience, including significant leadership responsibility in enterprise technology service delivery.
- Associates Degree from an accredited institution with a minimum of thirteen (13) years of progressive IT experience, including significant leadership responsibility in enterprise technology service delivery.
- Bachelor's degree from an accredited institution with a minimum of ten (10) years of progressive IT experience, including significant leadership responsibility in enterprise technology service delivery.
- Masters Degree or higher with a minimum of nine (9) years of progressive IT experience, including significant leadership responsibility in enterprise technology service delivery.
02
Do you have a minimum of Seven (7) years of supervisory, managerial, and/or leadership experience overseeing multiple IT service domains.
- Yes
- No
03
Have you demonstrated success in implementing standardized IT service management processes and performance metrics?
- Yes
- No
04
Have you had experience leading enterprise-scale service improvement, technology lifecycle, and automation initiatives?
- Yes
- No
05
Please rate your experience with MS Office applications.
- No experience
- Beginner
- Intermediate
- Advanced
- Expert
06
Will you now or in the future require sponsorship for employment visa status (e.g. H-1B visa status)?
- Yes
- No
Required Question
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