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Senior Director Service Delivery


White Plains, NY, US


This is a leading role in the planning, management, and execution of NYPA’s critical services application strategy including overall customer experience and service delivery. This role is key in managing the implementation of applications and systems that enable the organization’s business processes both intnernally and in the cloud. The senior director is responsible for the Authority’s application portfolio; application assets management; application production operation, support, maintenance, and disaster recovery; the business requirement analysis, design, coding and development; and project management. Decisions are guided by policies, procedures, business plan, functional strategies and priorities, with oversight from the VP of Critical Services & Chief Information Security Officer. This role helps ensure the business runs efficiently, enables the business to improve on processes, and provides more information for better management decision making. 

  • Develop business leading strategies and innovative solutions to meet business demand.
  • Partner with IT functions and business teams to create and maintain a holistic view of services to ensure effective delivery, management and improvement of defined services
  • Oversee and monitor managed services across the IT enterprise including on-site and remote service providers.
  • Establish and continually improve operational customer service strategies, goals, policies and metrics aligned with company strategy and goals.
  • Lead the organizational development and execution of application lifecycle strategy
  • Oversee and support daily operations to grant and protect systems and data against unauthorized access, modification and/or destruction.
  • Direct and coordinate all aspects of information technology application services by establishing priorities for upgrades, implementation, and maintenance.
  • Ensure services, communications and customer service around business meetings are pro-active and ready to meet the business needs.
  • Recommend operational improvements to incident response, problem management, capacity management, change management.
  • Ensure customer satisfaction by continuously measuring customer satisfaction and implementing improvement strategies.
  • Ensure compliance with company and industry policies, procedures and requirements.
  • Minimize physical and cyber security risks by supporting threat & vulnerability programs by ensuring SLA’s and policy is met.
  • Support organizational resiliency with documented disaster recovery plans and recovery procedures
  • Monitor published Service Level Agreements for quality and delivery of services.
  • Plan, prepare, establish and monitor Capital and O&M budgets by forecasting and monitoring annual spending
  • Monitor and partner with business functions to simplify and maintain cost controls of service operations.
  • Develop staff by establishing performance goals, allocating resources, assessing annual performance, and determining Monitor & report execution of organizational ITSM activities
  • Manage resource plan and proper segration individual merit, incentive and/or promotional increases.
  • Promote effective relationships and cooperation between IT, OT and business units.
  • Follow and guide team in proper use of all published policies, standards and procedures
  • Ensure staff adhere to all ITSM processes including problem determination procedures, trouble shooting processes, ticket creation, timely and detailed ticket updates, escalation and notification processes and closure
  • Remain current with new technologies and techniques within the industry and implement secure dev ops processes to integrate for product teams.
  • Enable product teams to measure and report cloud costs and balance feature development against architecture optimization.
  • Build, grow, and mentor a world-class team that delivers a scalable, reliable, and safe infrastructure for NYPAs cloud platform and products as well as the R&D environments.
  • Manage KPIs and metrics that ensure a high bar for uptime, provide deep visibility into the health of the platform, and incorporate them into cross-functional continuous improvement initiatives. Establish baselines and track against industry benchmarks and standards.
  • Facilitate the designing, implementing and maintaining of Ivantis offerings for Federal customers. Maintain the FedRAMP instances and ensure program compliance.
  • Lead annual budget planning for infrastructure assets and services.
  • Provide technical leadership, mentoring and coaching for all staff and foster a culture of discipline, collaboration, innovation and continuous improvement.
Knowledge, Skills and Abilities
  • Proven management and technical delivery experience. Ability to oversee delivery of technical projects to completion; self-driven with excellent problem-solving skills.
  • Strong management and leadership skills, excellent organization skills and attention to detail.  Ability to collaborate and identify/resolve conflicts or barriers to effective teamwork.
  • Results-oriented with ability to lead the team in building and managing the next generation infrastructure solutions.
  • Ability to work with limited direction and supervision to identify, enhance and meet Information Technology and overall company goals.
  • Ability to manage and work with outside service providers, including the ability to work in an environment driven by service level metrics. Ability to understand and operate within the terms of a service contract.
  • Ability to plan and execute procurement efforts of technologies, applications, services and other related tasks as applicable to competitive bidding procedures, RFP generation and bid evaluation, contract negotiations and vendor management.
  • Demonstrate strong ethics, influence, negotiation, leadership, interpersonal skills, communication and the ability to effectively manage stress.
  • Manage confidentiality, integrity and availability risks appropriately – aligned with company goals, strategies, policies and requirements.
  • Establish, plan, and administer the overall goals and direction for 24x7 IT infrastructure and operations.
  • Effectively drive achievement of business goals with cross functional and cross business leaders, ability to drive change through influence.
  • Demonstrated skills in budget preparation and fiscal management, including leadership in service quality and efficiency.
  • Oversee and drive the implementation of key IT and business IT infrastructure initiatives
  • Establish and maintain strong partnerships with key business partners and technology vendors
  • Develop strategic direction and long-term roadmap for IT infrastructure and operations.
  • Develop business continuity strategy for support of critical IT services to meet required SLA’s
  • Assess the relative impact of industry trends to current and future infrastructure needs within NYPA
  • Provide technical strategic and operational assistance to NYPA sites for infrastructure technologies so that NYPA sites remain in-line with enterprise technology goals and standards.
  • Prioritize and multi-task across all areas of infrastructure and operations to meet business needs.
  • Excellent interpersonal, oral/presentation and written communications skills in both technical and non-technical language. Ability to effectively communicate with varying levels of management and staff in both the business and in IT.
  • Successful candidate will have experience managing and implementing Cloud architectures in a DevOps/Agile methodology.
  • Track record of successfully building and scaling all aspects of highly-available SaaS operations including: deep knowledge of infrastructure, global availability, 24x7 support, compliance, and site reliability practices
Education, Experience and Certifications
  • Bachelor’s Degree in Business, Information Management, Computer Science, or a related field required and or extensive industry and role experience (15+)
  • Master’s Degree in business or technology desired
  • 5-7  years progressive managerial experience with information systems and significant, demonstrated skills in data center operations, network equipment and protocols and telecommunication technology.
  • Experience in DevOps, cloud computing and production processes that promote confidence in IT support of business operations.
  • Minimum of 5+ years experience with Information Technology Service Management
  • Experience in change management – driving improvements in team performance, culture and maturity.
  • Desired certifications in project management, ITSM, networking or other applicable capabilities
Physical Requirements

The New York Power Authority is an Equal Opportunity Employer

New York is Powered by You

We are a team of over 1,900 energy technologists, IT specialists, business experts, hydro engineers, and other professionals leading the energy revolution. With state-of-the-art technology, advanced R&D, and a modernized infrastructure, we provide New Yorkers with low-cost, clean, reliable power — and we are well on the way to becoming the first fully digital utility in the country. At NYPA, you will be empowered to think big, do good, and transform the energy industry.

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Nearest Major Market: White Plains
Nearest Secondary Market: New York City

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