VP, Digital Modernization, Service Delivery & Operations

VP, Digital Modernization, Service Delivery & Operations

02 Dec 2024
District of Columbia, Washington, 20001 Washington USA

VP, Digital Modernization, Service Delivery & Operations

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VP, Digital Modernization, Service Delivery & OperationsJob ID:231125Location:DC - L'Enfant PlazaFull/Part Time:Full-TimePosting Open-Close12/01/2023-12/17/2023UnionNRPRegular/Temporary:RegularJob DescriptionGeneral Hybrid Work Statement:This opportunity is a hybrid opportunity allowing for flexibility between virtual and in-person work subject to the Authority’s telework policy.Department Marketing StatementThis position is for the Vice President for Service Delivery and Operations with responsibility for planning, developing, and implementing a comprehensive program to modernize WMATA’s existing network infrastructure and service delivery capabilities. The Vice Presidents is charged with advancing a culture of innovation, experimentation and adoption of industry standards for digital transformation. Serves as an advisor to the Executive Vice President and Chief Digital Officer in matters related to technology and business trends in networking, infrastructure, end point management, service management and workplace services.The incumbent serves as a department expert and authority on a variety of matters related to hybrid networking environments (cloud and on-premise data centers), technology trends across all aspects of information technology, customer excellence in service management, and ensuring that the network architecture is in compliance with cybersecurity policies and procedures and industry best practices.The Vice President for Service Delivery and Operations makes recommendations for network operations and infrastructure, service management, end point management enhancements and improvements consistent with overall Authority and Department goals and makes recommendations for implementation strategies which encompass all aspects of project/program management to include technology assessments, budgeting, planning, acquisition management and measures of performance. The incumbent will lead a large diverse team of non-represented and represented employees in a rapidly growing, transforming, and dynamic environment.Minimum QualificationsEducation

Bachelor’s Degree in Information Management, Information Technology, Communications, Business Administration or a related field


Ten (10) years of senior-level managerial experience in information technology, information management, business planning, administration, communications, and marketing. Must include prior experience in leadership and management roles, including managing teams, projects, budgets, and strategic initiatives.





Medical GroupSatisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations.Mission Essential Designation:

In accordance with the Washington Metropolitan Area Transit Authority’s Continuity of Operations Plan (COOP) this job has been identified as critical to mission essential functions. Incumbents in this role may be required to report to or continue to work in the event of authorized office closings or service suspensions due to severe weather, natural disaster, fire, operational emergencies or related events.

JOB SUMMARYThe Vice President, Digital Modernization Service Delivery and Operations (VP/DM SD&O) performs highly responsible, supervisory, managerial and technical work of a difficult and complex nature. The Vice President develops and refines the Authority’s information technology strategy in close cooperation with other departments and offices and manages the Authority’s information technology programs including infrastructure and operations, service delivery and endpoint management, asset management and enterprise workplaces services and technical support. The incumbent ensures that the Authority’s information technology systems support achievement of organizational mission and strategic goals. Through ongoing interface with the public transportation and information management industries, the Washington Metropolitan Area Transit Authority (WMATA) VP/DM SD&O keeps abreast of developments in knowledge management and information technology.ESSENTIAL FUNCTIONSInfrastructure Operations

Establishes vision for next generation WMATA tech infrastructure.

Manages infrastructure operations including server, network, storage & workstations, data centers, end user and service deck functions and access rights.

Establishes Technology Operations Strategy aligned to application domains and priorities (Level I & II support).

Delivers year-over-year operational efficiency & effectiveness improvements.

Drives modernization including shift to cloud and virtualized networks.

Oversees and leads the Enterprise Infrastructure Operations shared service function. Including the oversight of multiple 24X7 data center environments, physical and virtual server platforms, storage area network (SAN), database services, backup and supporting infrastructure.

Ensures the long-term reliability & performance of all WMATA technology including all data centers, servers/storage infrastructure, client device infrastructure, network infrastructure, and telecommunications.

Establishes and maintains an Information Technology Infrastructure Library (ITIL)/ Control Objectives for Information Technologies (COBIT) based service management strategy & related operating procedures to drive all Infrastructure & Operations activity.

Service Delivery

Provides technical, policy, and procedural guidance to the IT Service Desk.

Oversees and monitors Service Desk ticket queues, ensuring that tickets are being assigned and resolved in a timely manner.

Delivers end user computing and support services to colleagues.

Oversees the Help Desk Operations and desk-side support shared service function. Ensures high customer service quality by improving call response time, first call resolution, and mean-time to repair.

Oversees and manages a secure and sustainable Endpoint and Asset Management programs to ensure customer service, compliance with cybersecurity requirements for all assets and endpoints, partnering with the Senior Director, Cybersecurity to protect all infrastructure assets and data.

Leads Operations teams and proactively promotes staff development.

Manages vendor relationships supporting Infrastructure Ops and Service Desk to ensure timely response and service level agreement (SLA) adherence.

Manages core workplace service tools for all of WMATA (e.g., Microsoft).

Establishes a new Development, Security, Operations center of excellence enabling new continuous integration and continuous delivery (CI/CD) capabilities.

Defines, measures, reports, and progressively improves on all IT Infrastructure & Operations performance metrics to include system availability, system performance, customer service quality, and application quality.

Communicates Infrastructure & Operations performance metrics and risk/issues to IT business relationship leaders and partners with them to ensure the long-term reliability of the systems within their respective domains.

Leads major Infrastructure & Operations initiatives including a data center modernization and consolidation effort, server virtualization, Virtual Desktop Infrastructure (VDI), network re-design, and unified communications.

Partners with the IT Project Management Office (PMO) to oversee and monitor all IT infrastructure & operations project schedules, resources, budgets, and risk/issues.

Partners with the Enterprise Architect on the designing of systems and applications.

Oversees annual Infrastructure & Operations disaster recovery/business continuity testing activities.

Advises the EVP/CDO on infrastructure and operational related activities.

Collaborates with the Executive Leadership of Digital Modernization in the development and implementation of an enterprise technology strategy.

Manages special studies of new approaches and best practices in knowledge management and applies the results in future planning and implementation.

Directs, manages, and evaluates performance of teams and assigned staff; coordinates performance recommendations with other appropriate supervisors and works cooperatively on labor management.

The essential duties listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision. Evaluation Criteria Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience. Evaluation criteria may include one or more of the following:

Skills and/or behavioral assessment

Personal interview

Verification of education and experience (including certifications and licenses)

Criminal Background Check (a criminal conviction is not an automatic bar to employment)

Medical examination including a drug and alcohol screening (for safety sensitive positions)

Review of a current motor vehicle report

Closing WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.

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