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Director, IT End User Services

Company: NJ TRANSIT
Location: Newark
Posted on: September 17, 2020

Job Description:

Roles and Responsibilities: Develop an IT End User strategy and operating model (organization, talent, employees, vendors, processes, technologies) that addresses NJ TRANSIT business needs, is synergistic with the overall IT strategy and is feasible

Be an Advocate for a Digital Workplace and improving user experience with proper Organizational Change Management

Partner, collaborate and develop strong relationships with functional and site leaders to understand IT End User needs in support of corporate strategy, corporate objectives and major functional objectives

Bring in new technology solutions that are relevant and have a demonstrated ability to juggle multiple development projects/activities.

Proactively reach out to NJ TRANSIT workforce to understand service effectiveness, manage service expectations and be the champion for improving service awareness and productivity.

Provide a “World-Class” customer service approach to all end users

Implement policies, procedures, automation and controls for consistent delivery of high availability services in a cost-effective manner using the ITIL framework for Service Management.

Accountable for Vendor Management, conduct regular business reviews and drive innovation and continuous improvement of the services.

Asset life cycle (procurement to retirement) for Services and equipment, including selection of Endpoint devices.

Ensure operational resilience and stability of IT Endpoints and Collaboration Services

Implement integrated and automated processes that drive operational excellence, be audit ready at all times, sustain knowledge continuity through appropriate level of documentation and cross training

Partner with Sr Leadership across IT to implement and operationalize controls necessary for security, risk and compliance

Develop and continuously maintain budgets that align with plans and service levels; proactively improve value over cost ratio

Education, Experience and Qualifications: Bachelor’s degree in computer science or related degree.

10+ years of progressively increasing responsibility in the End User Services area.

Minimum of 5+ years of hands on experience in managing IT User needs.

15+ years within IT or relevant area.

Extensive and proven operational experience effectively evaluating, designing, implementing and managing 24x7 IT End User Operations.

Knowledge and Skills: Ability to use structured approaches for understanding business needs, defining specifications, building and operating solutions that meet service level targets.

Very strong working knowledge and experience of ITIL and Service Management processes (e.g. incident, problem, change management) and how to integrate them into an effective insourced and outsourced global operating model.

Passion for service delivery, Customer Service, User Experience and operational excellence.

Past experience effectively overseeing or managing help desk with outstanding knowledge of best practices for service design, delivery, monitoring and reporting.

Strong knowledge of communication platforms, Microsoft enterprise platform and ITSM is desired.

Strong financial acumen to establish budgets that are driven by plans, accurately forecast costs, efficiently manage variances and improve service value.

Knowledge of security frameworks, technical design and operational controls is desired.

Ability to effectively manage large deployments of new or enhanced IT end user services using vendors.

Highly customer focused, collaborative, accountable and results driven.

Excellent verbal and written communication skills; ability to communicate effectively to large audiences via email and in person.

Ability to establish strong and productive working relationships at all levels (Admin to CEO).

Organizational change management experience is a plus.

Functions well in a team environment.

Gains consensus, leads, influences, decision making, and ensures cross-discipline participation and feedback.

At NJ Transit you will enjoy a competitive salary and excellent benefit package: Comprehensive Family Health Insurance – Prescription, Dental, Vision

Flexible Spending Account

Life Insurance

Paid Leave

401(a) and 401(k) Retirement Plans- up to 9% match

Tuition Assistance

Qualified Transportation Expense Plan (QTE)

At NJ TRANSIT we support and depend upon the diversity of our staff.

NJ TRANSIT is an Equal Opportunity Employer

Keywords: NJ TRANSIT, Newark , Director, IT End User Services, Other , Newark, New Jersey

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