IT Business & Service Program Manager - MGT at Federal Reserve Board of Governors in Washington, Washington DC

Job Description:

IT Business & Service Manager provides specific support to all areas of the Technology Services (TS) organization and responsible for the management of IT as a business. The IT Business & Service Manager is a resource for the TS organization at large. Their expertise is leveraged across a variety of situations to create best-in-class processes, plans, and overall effectiveness that allow for optimum performance of the TS organization to best serve its business clients. The IT Business & Service Manager works across all of the TS organization and is not limited to with whom they interact. Within their areas of expertise, the IT Business & Service Manager is responsible for developing function-specific plans; formulating, documenting and executing best practices; assisting with short-term and strategic planning; drafting and presenting recommendations; effectively managing business relationships and interactions; and developing effective training programs.

The Information Technology Business Relations Program Manager role supports the management of the business of IT for the branch and serves as a contributor to the front line of the business. The ITBR Program Manager interacts with all teams within the Technology Services branch and its busines partners in the Division of Management and the Division of Financial Management. Technology Services is leading the digital transformation of the Board's ERP and Financial systems and the ITBR Team plays a key role in supporting this transformation. Participates in the identification, prioritization, and delivery of work activities; development of work processes; and the oversight. Analyzes trends in technology, assesses the impact of emerging technologies on the ecosystem, provides solutions to address technology and business issues, while ensuring the development of high-quality technology solutions and effective internal and business-facing communications. Assists all stakeholders for effective engagement in and use of TS products and services, and effectively markets the branch to all stakeholders. Establishes and grows relationships with employees and key internal and external stakeholders. The ITBR Program Manager supports in the development of the business technology strategic plans and supporting technology roadmaps. Manages the effectiveness and reporting of KPIs that provide leading and lagging indicators of TS and business performance. Participates in and at times leads culture change management and diversity and inclusion.

Requires very strong process, communication, IT, and analytical skills typically acquired through the completion of a bachelor's degree in computer science, information technology, business administration, engineering or related discipline, or five years of equivalent experience. Requires four years of experience managing and improving IT processes, services and capability development. Technology certification desired, such as ITIL, Six Sigma, CMMI, PMI, etc. Experience with federal agency IT environments, federal information security requirements, administrative applications including ERPs, and analytics software desired. Requires ability to assimilate technical and business information and to apply this knowledge toward improving processes and customer service. Must possess clear, concise, and effective verbal and written communication across technical personnel, business customers, general employee population, and all levels of management. Requires ability to handle conflicting information, multiple tasks, competing and shifting priorities, and challenging situations professionally. Requires commitment to a strong customer service philosophy.

Experience with the following focus areas desired:

• Business & IT Analysis and Process Design
• Business & IT Strategic Planning
• Change Management, Incident Management, & Service Level Management
• Design Thinking
• Facilitation
• Financial Planning & Analysis, IT Budgeting & Cost Optimization
• Business Case Development and Cost/Value Benefit Analysis
• Governance
• Capacity Management
• Performance, Availability, & Capacity Monitoring Tools
• Performance Management, Performance Measurement and Tracking
• Portfolio & Project Management
• Presentation Development and Delivery
• Vendor Relationship Management, Governance, & Oversight
• Proficiency with Microsoft Office, Microsoft Project Management, Visio and SharePoint desired
• Business Relationship Management:
• Proficiency in data visualization tools (e.g. Tableau, PowerBI, etc.)

Full Vaccination is required as a condition of employment, unless a legally required exception applies.