Senior Program Manager

Senior Program Manager

The Manager will utilize existing IT service management and project management methodologies to serve as a continual service improvement/program manager on multiple highly-complex and high-visibility projects and initiatives. Communication, collaboration and management at the most senior level is required. Specific duties will include: facilitating deployment and integrating the philosophy of ISTO's Enterprise Architecture and Service Management (EASM) initiatives. Utilizing available information, metrics and performance indicators to develop recommendations for improvements. Promoting and applying ITIL best practices, specifically in the areas of Service Design and Service Operation process areas, including application architecture; infrastructure architecture; incident management; asset management; and change management. Providing project/Initiative management, including, but not limited to documenting purpose, goal, objectives and specific work breakdown structures to support the successful outcome. Providing meeting facilitation, including, but not limited to providing meeting agendas, sending meeting invitations, taking meeting minutes and documenting risks, action items and decisions. Utilizing common documentation software like the MS Office Suite, including Visio, PowerPoint, Excel and Word.

Position will work with the Communication Division's sections, including: Infrastructure Architecture – oversees and provides the infrastructure architecture services for the Department. This section is responsible for the planning, design and development activities of large IT infrastructure components and solutions, coordinating all IT architecture development activities between the sections that span across the multiple divisions in BIO. Application Architecture - oversees and provides highly specialized and advanced technical expertise and mentoring in the technological development of existing or proposed computer programs and systems to process data and identifies new and emerging trends in applications architecture. Service Delivery - oversees the Department's IT Service Management (ITSM) initiative. The main role of this area is to establish or refine service delivery processes with the following primary objectives: institute processes to provide the highest achievable customer service possible for the Department's IT services; manage incidents and service requests related to IT services; assure the Department's IT equipment and assets are managed and configured according to policy; protect IT services through the strict oversight of change management processes; and maintain an ITSM toolset to allow easy adherence to and management of ITSM processes and data.

Qualifications/requirements: 4-5 years program management experience in Information Technology field. Certification or formal training in Program or Project Management. ITIL Foundation certification. Minimum 3 years using Agile project methodology. Minimum 3 years using Waterfall project methodology. Minimum 3 years using Microsoft Office Software. Experience using Skype for Business. Experience compiling GANTT charts and project plans.

Desired characteristics: excellent interpersonal skills in addition to having the ability to effectively communicate within the Project teams as well as to top level management. Recognizes the need for management support when necessary. Comfortable to work under pressure and in a fast paced environment. Demonstrated customer focus; building strong customer relationships. Strong team player – collaborates well with others to solve problems and actively incorporates input from various sources. Strong analytical skills – strong problem solving skills, can communicate in a clear manner and effectively evaluates information to make decisions; anticipates obstacles and develop plans to resolve them. Ability to work effectively as a team as well as the ability to work on own initiative. Deals constructively with frustration and pressure, maintaining a professional and positive manner.