Job Description
The Director of Information Services Delivery Management will be responsible for the oversight, management and team delivery of all Enterprise IT, Security & Risk Programs, Projects and Portfolio-Ts. This position will also be responsible for process improvement initiatives, projects, practices, education and application of project management methodology to increase efficiencies and effectiveness within the IT, Security and Risk Divisions. The director will work with the VP / CISO, senior managers and department leaders within the organization to determine the budget and resources needed to propose, plan and conduct projects and business cases to senior management. He/she will direct development of project management plans, policies, agreements and statements of work (SOW) for architectural guidelines, strategies, and participate with other Bright House architectural groups, bodies and functions. The Director of Information Services Delivery Management will need to exhibit the creativity to solve complex organizational problems with standards, industry framework and methodology tools such as PMI/PMBOK, ITILv3, NIST and others to identify, design, direct, and perform activities that help the organization achieve and sustain strategic goals and initiatives.
The director plans, prioritizes, and assigns the team-Ts activities and adapts schedules as needed to meet management and business objectives. The director identifies and implements structured methods to regularly review those actions and to enable measurement tools and communicating their status and direction. The director coaches members of the team to enhance individual skills and achieve team objectives. The director leads teams using process improvement and problem solving methodologies to identify and execute cost, process, security, and quality improvement opportunities. The director establishes programs that develop colleagues in gaining competencies in these skills that help build a culture for continuous improvement. The director organizes the team to maximize its impact on the company-Ts bottom line by balancing assignments and planning strategies with the Vice President.
The director will also have the responsibility to hire the resources needed (external or internal) based on program/ project requirements and approvals and will have accountability to take corrective action for resources that are not performing. The director will manage performance for direct reports and have input into the performance evaluations for indirect and/or project based reports. The director will have the authority to determine methodology to be used for achieving deliverable, strategy, and tactical goals and objectives for projects and programs.
The director will manage criteria for success of delivery initiatives including how to measure adherence to architectures, process, practice, policy, standards, methods and formats (such as balanced scorecard, dashboards, PM process, etc-?) for presenting performance and highlighting actions required. This individual must work effectively with internal departments, business units, Internal/External Auditors and external customers to be an advocate for customer trust and confidence. A key component to the success in this position is to be able to articulate clearly and effectively in both written and verbal forms of communications. The candidate must be able to help determine and support department and company goals and objectives while maintaining requisite quality, compliance and process assurance to ensure that adequate and effective products and services are implemented, tested and measured as per project or program standards. This role will be key in producing metrics and communication deliverables to Senior Management regarding portfolio, program and project managed by the Enterprise Security and Risk teams as well as support delivery of objectives in an operationally mature environment for other departments and external customers. This position is a leadership responsibility in the security, risk and technology services portfolio, program and project management domains by nature and not specifically hands on technical.Required Skills
* Primary liaison between lines of business and IT and Operations organizations to develop solution requirements, technical specifications and to consult on development of project charters and business case analyses
* Provide oversight for corporate strategic project portfolio
* Work closely with lines of business to direct IT research and innovation activities across organization; identifying issues/opportunities, forming hypotheses, designing and conducting analyses, structuring project and work plans, synthesizing conclusions and helping to implement change
* Responsible for fostering and promoting business-driven strategic project portfolio management
* Serve as an evangelist for continuous improvement and improved operational maturity to drive value and business successes
* Overall accountability for the Delivery Management Division and subsequent implementation and control of process to ensure performance reporting and sustainability of performance measurement, project management principles and processes, communications and budget and forecast management
* Responsible for the coordination and execution of the department-Ts business planning and forecasting processes and capital planning and management for the portfolio, programs and projects Discovery and Development
* Assist with the development of corporate wide project management, organizational maturity, and service management activity
* Translate project and program risk assessments for risk management plans and project or deliverable requirements for project and program owners, sponsors and stakeholders:
* Practiced risk assessment and analysis knowledge is a key driver to the delivering highly successful projects and producing customer satisfaction
* Provide project and service management support and program development for internal; and external customers
* Understands the trade-offs required to manage different levels of risk tolerance and risk exposure across the business, operations and technical organization and balance this with risk investments regarding portfolio management, programs and projects and their deliverables
* Develop plans and practices that will measure and examine the company processes and procedures with a goal of improving accountability and eliminating waste
* Assist technologists and management as needed or requested for ongoing updates to, and testing of the company-Ts business continuity plan and disaster recovery plans
* Prepares reports for the company senior leadership for process improvement, program evaluations, compliance, risk and statistical reports
* Assist the VP, Director of Enterprise Governance and other departmental leaders and staff with the management of the Legal and Law Enforcement support processes for the company such as CALEA and LEA records acquisition as requested or required
* Assist the VP and Director of Enterprise Governance in the development of standards, policies and practices as needed or required
* Partnering with management and executives as well as their teams on a regular basis to implement the projects and operational deliverables and requirements as directed and required
* Assisting the management peers to tighten corporate alignment, projects and operations with the PCI DSSv2, ITIL, ISO, PMBOK and internal frameworks, standards and methodologies for the company and our customers
* Provide leadership to align enterprise architecture discipline, standards, and governance to every project and program managed by the department
* Lead, manage and develop the Security Delivery Management staff, consultants and associates to ensure their success and development
* Establishes operational objectives and work plans, and delegates assignments to subordinates
* Plans, develops and manages IT issue and risk management tracking and reporting, in support of IT issue resolution and risk mitigations objectives. Includes Monthly Management reporting, as well as ad hoc reporting as needed
* Provide routine and on-demand communications to managers, executives and partners on all programs and project-Ts managed within the departments portfolio
* Build and maintain effective relationships with key Partners and Clients across the organization and externally
* Provides oversight and management to Project Managers for all phases and management process groups of projects
* Assist PM and project team in change management or change control board so that scope, schedule, and contract value changes are identified, communicated and managed effectively and project baselines are adjusted accordingly
* Help project manager-Ts move more quickly through the learning curve, by enhancing their capabilities.
* Project Managers are accountable to the Director during the life of the project/program as either a direct or indirect report, while maintaining a functional reporting line to the Line of Business Director
* This position involves a high level of responsibility requiring excellent management skills and the ability to effectively communicate complex issues to all levels of company management, internal and external stakeholders and customers, and the ability to mentor project managers and members of the project team in project management skills and additional duties as assigned
* Responsible for integrated program schedules, data integration, tracking of financial and quality performance, and implementation of corrective actions covering all areas of program responsibility. Addresses critical issues on complex programs and leads the team to develop action plans to improve performance.
* Develop and manage portfolio and project pipelines
* Develops and performs training to operations on PM methodologies/process, tools and their applications
* Leads the development of proposals for changes and follow-on business and coordinates the preparation of proposals, business plans, proposal work statements and specifications, operating budgets and financial terms/conditions of contract
* Facilitates the project reviews to ensure the status and performance data is provided to management and stakeholders
* Support the direction driving key performance indicators (KPIs) in functional/operational areas across all business units to drive continuous improvement
* Trend the key, process-based measures to ensure induced change has a positive business effect and a continual improvement culture is institutionalized.
* Communicate the vision across business units to create productivity initiatives and support the organization-Ts mission and values.
Required Experience
* A minimum of twelve (10) years of business technology program, project, and portfolio management within multiple industry verticals
* Minimum educational background is a Bachelor''s degree in any engineering or engineering technology discipline, engineering management, computer science, or a related business technology field
* Minimum 5 years-T experience in people management and governance related responsibilities
* Experience helping a large organization adjust rapidly to unexpected or changing conditions
* Working Knowledge and Experience with:
* Extensive experience with the application of ITIL in information and project management (PMBOK)
* Direct or indirect experience working with Internal and external auditors and departments
* Experience working with teams of groups responsible for the SSAE-16 audits (formerly SAS-70)
* Extensive experience Enterprise and information systems frameworks and methodologies:
* ISO 2700x and 2000x
* COSO
* COBIT 5
* NIST SP-Ts
* CMMi
* Black Belt / Six Sigma
* Val-IT (ISACA)
* Ability to identify, document and make business sense of business and functional requirements for technical and non-technical projects, systems and initiatives for corporate and lines of business customers
* Exposure and basic knowledge of Cloud Operations and technologies (SaaS, PaaS, & IaaS)
* Software Development Life Cycle (RUP, Waterfall, Spiral, Agile / Scrum, etc.)
* Process Management Software and PPM systems (Serena)
* Data Warehousing Models (Zachman Framework) & Blobs
* Document Management Systems
* Interface with key stakeholders including VP of IT & CISO, IT leadership, Finance, External Vendors, Procurement, Compliance, Contract Management, Metrics Analysis, Reporting to drive projects/programs in Budget and Forecasting, etc-?
* Must have large-scale service delivery experience in managed services - networks of 10,000 or more devices & data centers of 250 or more servers
* Desire experience in establishing service catalog(s), in an ITIL-based environment
* Desire experience with large service desks 50 or more people
* Ability to develop project management based chart of accounts and financial/cost management practices in both earned value management (EVM) and traditional accounting models
The following skills and certifications are preferable:
* PMP and/or CISSP required
* Applicants that provide adequate experience in multiple industry verticals with graduate education will be required to obtain their PMP within the first year of employment
* Strong interpersonal, written, and oral communication skills; professional poise, talent, experience with executive interaction/presentation including comfort level
* Other desirable qualifications:
* MBA or MS
* CISM or CGEIT
* Or previous technical certifications such as MCSE, CCNA, etc-?
* Very detailed knowledge of, and practical experience, using PMBoK and strong project management skills
* Detailed knowledge of, and practical experience, using, applying and planning with ITILv3 methodology and strong service management skills
* Ability to work in a fast-paced environment, demonstrate good logical problem solving skills, handle multiple tasks, and work efficiently under deadlines
* Experience in roles that are results & performance driven and where metrics are tracked
* Ability to deal simultaneously/in parallel with a wide span of subjects
* Demonstrable experience as a strategic thinker that can deliver real world results
* Experience in a leadership position involving talent management & organization development
* Travel 10% of time