Sr. Technology Business Partner

OverviewThe Senior Technology Business Partner leads the User Support function as a consultative, business-aware IT service organization. This role focuses on deeply understanding how the business operates, the challenges it faces, and how technology can better enable productivity and outcomes.Acting as a trusted internal IT consultant, the Senior Technology Business Partner works closely with business partners to understand needs and challenges, and collaborates with corporate IT teams to help shape, inform, and support the delivery of scalable enterprise solutions. This role is accountable for service outcomes, business partnership, enterprise alignment, and continuous improvement, while ensuring business offices remain informed and aligned with advancements, implementations, and standards established at the corporate and enterprise level.ResponsibilitiesBusiness Understanding & Consultative PartnershipDevelop a deep understanding of:Business workflowsOperational challengesTechnology pain points affecting productivity and effectivenessBuild trusted relationships with business leaders and key stakeholders based on credibility, reliability, and understandingAct as a consultative advisor, helping the business:Clarify problems before jumping to solutionsUnderstand enterprise capabilities and constraintsSet realistic expectations for technology enablementCapture and articulate business challenges and needs in a way that supports effective collaboration with corporate ITCollaboration with Corporate ITPartner with corporate IT teams (Applications, Infrastructure, Security, Product Management) to:Share business insights and observed challengesProvide context that informs solution design and prioritizationSupport adoption and change once solutions are deliveredHelp ensure enterprise solutions are:Practical for day-to-day business useAligned with how work is actually performedReinforce enterprise-first solutions while remaining sensitive to business realitiesService Delivery & Operational LeadershipOversee the end-to-end delivery of user support services, including incident, request, and problem managementEnsure support services are reliable, predictable, and aligned to business prioritiesUse service trends and recurring issues as signals for broader business or technology improvement opportunitiesContinuous Improvement, Automation & ModernizationIdentify opportunities to:Eliminate recurring issues through root-cause analysisImprove user experience and productivityReduce manual effort through automation and self-serviceLeverage ServiceNow, automation, and AI-enabled tools to modernize support deliveryTreat reductions in ticket volume and reactive work as indicators of successInsight, Metrics & FeedbackDefine and track service metrics that reflect:Business impactUser experienceService quality and efficiencyUse quantitative data and qualitative business feedback to:Identify improvement opportunitiesInform discussions with corporate ITProvide clear insights and recommendations to IT and business leadershipChange Awareness & CommunicationEnsure business partners are aware of:Upcoming enterprise technology changesNew capabilities and enhancementsSolutions implemented elsewhere in the organization that may be relevantSupport change readiness by coordinating communication, training awareness, and adoption support in partnership with corporate ITPeople Leadership & Talent DevelopmentLead, mentor, and develop User Support Managers and SpecialistsSet expectations for:ProfessionalismOwnershipConsultative engagement with the businessDevelop team members into service professionals who understand the business context and think beyond local fixesFoster a culture of learning, accountability, and collaborationStrategic AlignmentAlign User Support priorities to broader IT and enterprise strategyHelp teams understand how business insight gathered through support influences enterprise technology decisionsReinforce an enterprise mindset while maintaining a service-oriented postureKey CompetenciesConsultative Mindset – Ability to understand business challenges, ask the right questions, and provide informed guidance without owning solution delivery.Business Acumen – Understand how the organization operates and what matters most to its success.Communication & Influence – Communicate effectively across business and IT, translating context into actionable insight.Strategic Thinking – Connect day-to-day support observations to longer-term improvement opportunities.People Leadership – Develop teams that are credible, professional, and business-aware.QualificationsBachelor’s degree in Information Technology, Business Administration, or related field9–11+ years of experience in IT user support or service delivery leadershipExperience operating in complex enterprise environments with multiple IT functionsITIL, PMP, SAFe, or similar certifications preferredOr equivalent combination of education and experienceKnowledge, Skills & AbilitiesStrong understanding of end-user support, IT service management, and enterprise platformsDemonstrated ability to gather, synthesize, and communicate business requirements and challengesExcellent interpersonal and relationship-building skillsData-driven approach to identifying trends and improvement opportunitiesComfortable influencing without direct authorityWillingness to do daily tasks as required including job site visits and troubleshooting as neededWilling to travel 20% Clear Role SignalThis role exists to:Understand the business deeplyAdvise thoughtfullyInfluence enterprise solutions through insight and partnershipIt is not a gatekeeper, intake coordinator, or shadow product function.This position can be performed remotely or from any U.S. location where Gilbane has an office. Salary to be determined based on factors such as geographic location, skills, education, and/or experience of the applicant, as well as the internal equity and alignment with the team.The pay ranges from $125,000-$155,000 plus benefits and retirement program.Gilbane offers an excellent total compensation package which includes competitive health and welfare benefits and a generous profit-sharing/401k plan. We invest in our employees’ education and have built Gilbane University into a top training organization in the construction industry. Qualified applicants who are offered a position must pass a pre-employment substance abuse test.Gilbane is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, color, national origin, race, religion, sex, sexual orientation, gender identity, protected veteran status, or disability status. Click here to view the physical demands and working conditions required to perform this role. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.Note to Recruiters, Placement Agencies, and Similar Organizations: Gilbane does not accept unsolicited resumes from agencies. Please do not forward unsolicited agency resumes to our jobs alias, website, or to any Gilbane employee. Gilbane will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Gilbane and will be processed accordingly. Job SummaryRequisition ID: 2026-13342Category: Information Technology