Senior Director of Enterprise Services

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. MBTAs 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 organizations technology service portfolio. The Senior Director leads a management team responsible for each domain ensuring alignment with MBTAs 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.

Supervision

Minimum Requirements & Qualifications

Substitutions Include

Preferred Experience and Skills

Job Conditions :

Disclaimers and Definitions :

Required Experience :

Exec

Key Skills

Crisis Management,Marketing,Public Relations,Fundraising,Media Relations,Constant Contact,Strategic Planning,Social Media Management,Team Management,Public Speaking,Wordpress,Writing Skills

Employment Type : Full-Time

Experience : years

Vacancy : 1

Yearly Salary Salary : 162710 - 185000