JOB DESCRIPTION

What You’ll Do

The Senior Director of Enterprise Applications Cloud Operations within RTI’s Information Technology team will be a key leader on the Enterprise Application leadership team. They are responsible for leading the Enterprise Applications Operations team which is responsible for managing all functional and technical Operational Support aspects of RTI’s enterprise applications landscape and Business Intelligence and Data Analytics systems that underpin and enable the business functions of RTI. RTI is concluding the first phase of a multi-wave, multi-year Oracle Fusion Cloud implementation, which includes the roll-out of Oracle ERP, EPM, FDI, Oracle Cloud Infrastructure (OCI) and Oracle Integration Cloud (OIC) (RTI is already live with Oracle HCM).

The Senior Director will be a key contributor to defining the future state operational support model across the functional and technical organizations.

Essentials Duties include:

• Application Management: Manage and maintain the organization’s enterprise-level software applications. This includes ensuring that the applications are robust, reliable, resilient and perform efficiently in line with stated business functional requirements. Develop and present key Application Management support metrics specific to enterprise application related ITSM process performance, specifically on the following ITSM Processes: (1) Incidents, (2) Service Requests,(3) Monitoring and Events, (4) Problems, (5) Knowledge, (6) Availability, (7) Capacity and (8) Service Level Management; in alignment with business-facing SLAs and for all contracted SLAs with Managed Service Providers/Application Management Services Vendors.
• Change & Release Management: Define repeatable, robust, and efficient processes to effectively plan, document, manage, and control Changes and Releases to enterprise applications, including Functional Releases and Product Upgrades and Releases, in-line with RTI’s ITSM standards and processes and to minimize disruptions to the business.
• People Management: Lead a team of IT professionals responsible for supporting the ecosystem of enterprise applications. Responsible for hiring, coaching/mentoring and managing the team.
• Vendor Management: Define sourcing and support requirements, vendor assessment matrix and criteria, select and manage Managed Service / Applications Managed Services (AMS) vendor relationships, including negotiating contracts. Hands-on management of Vendor performance against contracted service level agreements, oversee compliance to RTI GRC Policies and Procedures, and ensure cross-vendor and cross-Functional and EA Ops collaborate to ensure the Enterprise Applications Support chain operates optimally, efficiently and effectively. Define, implement and enforce compliance to a Strategic Vendor Governance framework aimed at maximizing returns on investment from the leveraged AMS Vendor Relationships.
• Project Management: Plan, organize, and manage smaller projects (<$100K) driving operational improvements across the enterprise applications landscape.
• Budget Management: Create, manage, and forecast the operations budget for the department, including procurement of cloud software and vendors services (including tracking and managing Application License Entitlements and Allocations), and other resources necessary for application operations.
• Security and Compliance: Ensure that enterprise applications are secure and compliant with relevant regulations and industry standards, in partnership with the RTI’s Cybersecurity function, GRC Policies and Procedures and the IT General Controls defined by RTI’s Security & Controls. This includes implementing security measures, tracking and ensuring mitigation and remediation of vulnerabilities identified by Managed Service Providers/AMS Vendors and support regular Internal and External audits. Identify areas of risk and propose and implement mitigating actions and improvements in processes and tools.
• Performance Monitoring & Optimization: Monitor application performance and optimize key areas to meet evolving lead and track a consolidated Service Improvement Plan incorporating inputs from each of the Managed Service Providers/AMS Vendors from their respective scope areas.
• Disaster Recovery & Business Continuity: Understand the RTI Business Criticality framework and which applications are deemed Business Critical. Contribute to plans that ensure the Enterprise Applications Operations function, including all Managed Service Providers/AMS Vendors can effectively respond to and continue providing contracted services during potential disasters through robust IT Service Continuity, Disaster Recovery and Business Continuity plans.
• Collaboration: Collaborate with other teams across IT, functional departments, and business units, to ensure that enterprise applications align with organizational goals and strategies.
• Documentation and Reporting: Ensure comprehensive documentation of Enterprise Application operational support processes and procedures (SOPs, KBAs etc.) are created and maintained. Design, implement, and provide operational support metrics reports and / or dashboards to senior management on application performance and compliance.

What You’ll Need

Bachelor’s Degree and 20 years of experience, Master’s degree and 16 years of experience, PhD and 12 years of experience, or equivalent combination of education and experience.

Skills & Abilities

• Extensive experience in managing teams responsible for enterprise level operational support of ERP Solutions, Oracle Cloud ERP, EPM, HCM, and FDI (or similar Cloud ERP) applications required.
• Extensive experience managing the operations of hybrid On-Prem and Cloud or Cloud-only business applications required.
• Extensive experience managing ITIL-based ITSM processes required.
• Extensive experience managing multi-vendor Managed Service Provider (MSP) outsource vendors required.
• In-depth design experience with ServiceNow required.
• Experience with Salesforce, other related business Cloud applications and Smartsheet’s desired.
• Demonstrated understanding of corporate functional areas (e.g., Business Development, Contracts, Accounting, Finance, HR, Legal, Communications, etc.) and related business applications.
• Basic understanding of project/program management skills such as planning, scope, quality, time, cost and resource management, communication and status, risk management with small-scale (<$100K) project delivery.
• Balance of collaboration and influence to lead without control within a matrix-managed organization.
• Strong leadership, teamwork, relationship building, negotiation, conflict resolution, verbal/written communication, partnership orientation, and problem-solving skills.
• Strong knowledge of Excel, Word, PowerPoint, Visio.

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements