Technology Program and Service Manager III - MGT

Position Description

Minimum Education

Bachelor's degree or equivalent experience

Minimum Experience

4

Summary

With moderate guidance, leads projects and teams following industry standards and project and change management methodologies. Proactively partners, communicates, and/or liaises with customers, staff, project team members, project sponsors and/or stakeholders to manage expectations, communicate or gather project information, and/or ensure customer satisfaction. Leverages intermediate ability to develop and manage strategic, annual, and operating planning and processes, as well as the performance reporting process, by tracking division performance goals and objectives against strategic priorities in collaboration with stakeholders. Identifies and evaluates suitable vendors, supports, and maintains vendor relationships, and ensures internal and external vendors fulfill their contractual obligation. Evaluates business requirements from clients, leadership, and end-user, and recommends solutions that meet business needs. Participates in workforce planning, talent management (e.g., TS Branch interns), performance management, training (e.g., ServiceNow training), and/or Diversity and Inclusion initiatives (e.g., with vendors). Analyzes the current business architecture to identify weaknesses and identify opportunities for improvement. With moderate guidance, reviews existing business processes and establishes metrics to improve processes. Engages in budget reporting and resource allocation. Gathers and analyzes data to identify root causes of issues and trends and identify opportunities to positively impact the business. Performs program/portfolio management and coordinates development of business cases.

Duties and Responsibilities

• Performs program/portfolio management and coordinates development of business cases. Provides oversight of multiple IT projects by integrating dependent schedules and deliverables and related activities with intermediate ability (e.g., benefits management, life cycle management, and program governance). Possesses intermediate knowledge of the principles, methods, and tools required for the coordinated management of an IT program. Leads product teams with intermediate ability through steps of a product's lifecycle (i.e., introduction, growth, maturity, decline) to ensure a quality product (e.g., applications, division or section websites, content management) and meet the evolving stakeholder and user needs. Participates in and monitors budget recovery and assists the Manager in budget forecasting and short- and long-term planning; Prepares input to the budget and operating plan and provides technical information to IT applications projects and reviews. Has intermediate knowledge of Key Performance Indicators (KPI) and Objectives and Key Results (OKR) and how to implement them for projects and/or programs.
• Leverages intermediate ability to develop and manage strategic, annual, and operating planning and processes, as well as the performance reporting process, by tracking division performance goals and objectives against strategic priorities in collaboration with stakeholders. With moderate guidance, reviews existing business processes and establishes metrics to improve processes. Develops, implements, and/or reports on metrics and trends regarding services, processes, staff utilization, and customer satisfaction. Designs reporting dashboards and creates data visualizations and reports for a variety of audiences.
• With moderate guidance, manages internal and special IT projects following industry standards and project and change management methodologies (e.g., Agile, DevOps, and ITIL). Applies intermediate knowledge to lead IT projects throughout the project/product life cycle as appropriate (e.g., SDLC, Agile, or ITIL). Offers solutions on multiple, small- and large-scale IT projects that impact various levels of the Board and extend over short or long periods of time. Leverages intermediate knowledge to plan and organize activities (e.g., projects, events, meetings). Prepares and coordinates materials, logistics, and tasks among multiple parties with intermediate skill.
• Offers solutions to automation, problem solving, and data analysis and responds to a wide range of stakeholder inquiries. Proactively partners, communicates, and/or liaises with customers, staff, project team members, project sponsors and/or stakeholders to manage expectations, communicate or gather project information, and/or ensure customer satisfaction for IT projects. Uses intermediate knowledge of stakeholder perspectives and interests and ability to build and maintain relationships with stakeholders by creating agreed upon objectives, managing expectations, communicating ideas/concepts, and collaboration. Represents unit, branch, or division in stakeholder meetings, coordinates with stakeholders to resolve data questions, and participates on task forces and committees, both internal and external to the Board.
• Collaborates regularly with clients and stakeholders to discuss needs, research, and collect information about business operations, and define requirements and use cases for IT projects. Facilitates constructive dialogue with intermediate skill, asking probing questions to determine root causes, and clearly defining the scope of a problem to support the client in action planning and achieving desired outcomes. Uses complex analysis methodologies to identify processes and recommends appropriate solutions to alleviate level of effort and monitors satisfaction. Evaluates business requirements from clients, leadership, and end-user, and discusses solutions that meet business needs. Provides recommendations as a trusted advisor to clients and stakeholders with intermediate skill. Understands the underlying business requirements and traces functional requirements for the system. Possesses intermediate knowledge of the client's strategies, functions, issues, and relationships that drive day-to-day operations, decisions, and workforce dynamics and is able to use this knowledge to better meet the client's business needs and requirements.
• Identifies and evaluates suitable vendors, supports, and maintains vendor relationships, and ensures internal and external vendors fulfill their contractual obligation. Develops vendor performance surveys and research to understand customer needs and the surveys and projects to utilize in the short- and long-term.
• Analyzes user research and communicates research findings and recommendations to the appropriate audience (stakeholders, development team, designers, etc.). Creates newsletters, presentations, and leads townhalls for one or more business areas.
• With moderate guidance, manages IT services and processes using various IT frameworks, tools, and techniques by incorporating organizational business processes and industry best-practices that support conformance to IT policies/processes. Evaluates and recommends improvements to functional areas and processes to improve overall performance, quality, or compliance with intermediate skill. Analyzes the current business architecture to identify weaknesses and develop opportunities for improvements. Applies intermediate ability to improve upon processes by employing a systematic approach of evaluating and optimizing underlying processes. Offers solutions in the development of organizational governance policies and standards, metadata standards, enterprise data definitions, and enterprise taxonomy standards.
• Creates and maintains project repositories to host documents related to the projects (e.g., SharePoint Online Document repository, Teams Channel). Develops project plans and/or outlines , estimates timelines, levels of effort, and prepares schedules with intermediate skill. Sets expectations, defines deliverables, prioritizes work, and articulates risks as they arise. Maintains time availability and accurate analysis of the current and projected state of assignments, consumption, and readiness of all IT staff members with the capabilities to fulfill efforts required for projects, products, and programs.
• Stays abreast of trends and new technologies through various media outlets, networking, and conference/seminar venues. Participates in workforce planning, talent management (e.g., TS Branch interns), performance management, training (e.g., ServiceNow training), and/or Diversity and Inclusion initiatives (e.g., with vendors).
• With moderate guidance, works on assignments where the business and technology problems, opportunities, and solutions may be somewhat unclear, some unknowns exist, and the stakes and visibility may be high. Thinks strategically and holistically about current and future requirements with intermediate ability to plan for and implement new technology adoption, transformation, consolidation, and/or incremental improvements. Applies intermediate knowledge of technology options available in the market and skilled at assessing their viability for meeting Division and/or Board needs. Gathers and analyzes data to identify root causes of issues and trends and uses data to identify trends, patterns, issues, and opportunities that impact the business.
• With moderate guidance, creates and communicates plans (action, operating, automation, strategic plans), options, approaches, and roadmaps to ensure continuous service and process improvement. Analyzes, designs, and develops business and technology roadmaps and implementation plans based upon a current vs. future state from a program- and service-level outlook. Applies a comprehensive knowledge of Information & Technology, the service catalog, and the assigned business area(s) to identify and communicate how solutions can support the achievement of short- and long-term business goal. With moderate guidance, communicates with stakeholders to evaluate joint initiatives and proposals to ensure alignment with established roadmaps and business and technology goals. Works across multiple business lines as a thought leader to establish multi-year technical roadmaps that facilitate the achievement of business strategies, objectives, and goals, including helping the most complex business lines deliver innovative and transformational solutions. With moderate guidance, develops business cases.
• Prepares input to the unit's budget and operating plan and provides technical information to IT applications projects and reviews. Engages in budget reporting and resource allocation.
• Possesses intermediate knowledge of change management principles, tools, and approaches and ability to oversee the execution of structured transition processes to ensure stakeholder acceptance of workplace innovations and improvements. With moderate guidance, develops change management activities including frequent communication to staff and clients about the change and overseeing the impact of the change, advocacy, coaching, and mitigation of resistance to minimize disruption and achieve desired results from initiatives that are triggered/enabled by technology. Orally expresses ideas in a clear and organized manner to individuals or groups in a style, tone, and level of detail appropriate to the audience and the occasion. Leverages intermediate ability to explain IT processes and concepts to technical and non-technical audiences. Skilled at describing technical information at a high-level to communicate how technology processes and concepts directly impact and influence stakeholders. Uses intermediate knowledge of risk management principles to identify, evaluate, and mitigate risk.

Position Requirements

The IT Business & Service Program Manager is an exciting role for the Technology Services (TS) branch that will lead and/or support several critical functions in the strategy to execution capability. This role is focused on helping to develop and maintain our technology strategic plan and roadmaps, support and/or lead our continuous planning capability, and play an integral role as we continue our transition from project to product management. Success in this role requires a strong background in strategic and project/program planning, portfolio management, technology road mapping, and agile and product management best practices. Additionally, experience with organizational change management and strong communication/presentation skills with both technical and business resources are preferred to support the continuing mindset shift required for our ongoing digital transformation.

Requires a bachelor's degree in computer science, information technology, or related field and four years of experience. Must have intermediate (i.e., fully performs work, requires occasional guidance, and demonstrates understanding) knowledge in one or more of the following areas: project management, business process improvement, business acumen, consulting, project coordination, and strategic planning. Must be able to work effectively with more senior staff. Must be able to assist more senior staff with one or more of the following: technology assessment strategy, change management, and IT program management.

FR-26

Requires a bachelor's degree in computer science, information technology, or related field and five years of experience. Must have advanced (i.e., immediately contributes, requires little/no guidance, and demonstrates broad understanding) knowledge in one or more of the following areas: project management, business process improvement, business acumen, consulting, project coordination, and strategic planning. Must be able to work effectively with staff. Must be able to support one or more of the following: technology assessment strategy, change management, and IT program management.

FR-27

Requires a bachelor's degree in computer science, information technology, or related field and six years of experience. Must have expert (i.e., fully performs work in difficult situations, serves a key resource, and demonstrates comprehensive, expert understanding) knowledge in one or more of the following areas: project management, business process improvement, business acumen, consulting, project coordination, and strategic planning. Must be able to work effectively with staff. Must be able to lead one or more of the following: technology assessment strategy, change management, and IT program management.

This position is hybrid, requiring a combination of telework and an in-office presence in Washington, DC.