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Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We’re here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we’re there. And through it all, we deliver confidence with the right solutions in moments that matter.
Summary:
The Director, IT Process Engineering is responsible for identifying, documenting, and recommending improvements to IT-related processes. We are looking for a strategic & experienced leader join our IT ORG focusing on building CoE framework, implement CoE practices, design, engineer the right processes to bring great efficiencies across IT organization. This position will provide leadership and vision to build a process engineering function to transform IT into a service management organization. This position will play a key role in digitizing and automating IT-related services.
Must take a multi-part approach to development and implementation. In working with clients that have effectively deployed COEs throughout the IT organization we have identified the following critical requirements necessary for long-term IT ORG COE success:
Responsibilities:
- Develop and implement COE goals, objectives, policies, procedures, work standards, and internal controls for the assigned program areas
- Strategy-Work Alignment & Prioritization
- Standardization of Execution Paths
- Effective Resource Management
- Value Management, Vendor Management, Capacity Planning & Coordination Across Teams
- Demand Management, Risk Mitigation & Continuous Improvement
- Centralized Tracking, Auditing, & Reporting to Enterprise Management
- More efficient use of resources: By centralizing scarce, high-demand capabilities like knowledge, skills, and experiences COEs can widen the reach of those capabilities and streamline their access across the organization.
- Faster delivery: Able to eliminate bottlenecks by streamlining access to critical capabilities which in turn increases speed of delivery, development, and maintenance of critical business processes.
- Cost optimization: Eliminate inefficient practices and decrease costs by streamlining processes, creating reusable assets, and reducing redundancy.
- Increased quality of services and products: By standardizing best practices across the organization COEs enable uniformity of service and product delivery, along with tight, end-to-end customer experiences.
- Making certain that ongoing work is aligned with strategic initiatives and objectives
- Assess the reliable data on what work is being done, the capabilities required to execute it, and who has those capabilities
- Being able to dynamically access and deploy resources with the right capabilities, from both inside and outside the organization
- Having real-time visibility into what work is happening, who is doing it, and the progress of work
- Being able to effectively intervene, when needed, by reallocating resources or altering the course of work
- Getting actionable insights into how work and resources are collectively contributing to strategic initiatives and objectives
Additional Responsibilities
- Define the IT and Infrastructure and technology operations strategy to support the business needs for scalability, growing demand for capacity, and associated Quality of service (e.g., architecture, engineering, performance, reliability, and disaster recovery measures). Define requirements for new technology implementations and communicate them to key business stakeholders.
- Lead the creation and evolution of the prioritized programs leveraging the Orchestration Methodology to drive clarity in how our customer facing roles, functions and digital experiences enable a connected customer experience
- Drive, coordinate and participate in the assessment, creation and evolution of all relevant IT delivery guidance, processes, business and tools requirements, job aides, and readiness content to support successful execution of field facing solutions and programs.
- Develop and implement the service, people, and management processes necessary for delivering the right set of services at the right level for the enterprise.
- Develop and maintain plans for driving inclusive design and creating deliverables in a rapidly evolving business environment
- Develop and implement the service, people, and management processes necessary for delivering the right set of services at the right level for the enterprise.
- Deliver program and project deliverables aligned to Center of Excellence project management requirements and deadlines.
- Analyze and improve upon process standards to maintain a technological and competitive edge within the market.
- Present to Executive team regularly support metrics such as processes documented by area and geography, process improvements implemented, staff productivity levels, overall achievements of the process engineering team, and roadmaps for future initiatives.
- Establish process framework methodologies to enable a repeatable approach for intake requirements
- Document IT services, including definitions, service levels, workflows, and costs.
- Provide feedback on improvement of processes based on industry best practices
- Engage with all service areas globally within IT and build trusted relationships
- Conduct weekly Program & project update meetings to keep leadership informed of progress and challenges
- Accountable for the performance and development of the Services PMO and CoE Organization
- Responsible for the individual performance, development and work assignments of the Services PMCOE Portfolio, Program and Project Managers. Develop Project Managers for future roles within Agilent.
- Accountable for the Portfolio Management process to facilitate and lead Staff discussions on Investment, Resourcing and Prioritization decisions. Highlights and provides counsel to Services Staff on Services Projects progress and overall Services Portfolio Management status.
- Actively engage stakeholders in project manager assignments, prioritization, and execution ensuring all projects are delivered with Agilent procedures, using best practices to meet agreed requirements of scope, time, cost and quality. Effectively communicates problems, issues, risks and solutions.
- Hire, build, coach, mentor, manage, educate and develop skill sets of program and project managers and teams.
- Collaborate with functional managers on project delivery processes, project reporting, and resource allocation and planning
Additional Responsibilities Cont.
- Oversee the development of detailed project plans, work, and cost estimates, critical path assessment, budgets and schedules, including goals and risks.
- Design and facilitate meetings for Services Staff, Quarterly Operational Reviews and Strategy process.
- High energy and a “can do” attitude. Ability to motivate both self and others for high impact.
- Strong relationship building skills to support the wide range of stakeholder connections needed to achieve results.
- Well-honed written, verbal, and creative communication skills, including the ability to translate insights into content, presentations, and overall communication strategies
- Strong program and project management skills; ability to drive in an environment where there are multiple concurrent strategic projects.
- Strong end-to-end systems thinking with process orientation; ability to develop enterprise-wide solutions and frameworks.
- Ability to work and create structure in complex, matrixed, and ambiguous situations and can respond flexibly in time sensitive situations
- Deliver program and project deliverables aligned to Center of Excellence project management requirements and deadlines
- Executive communication skills and ability to enable the right level of message in reporting to and updating executive management.
Qualifications:
- 10+ years in information technology managing diverse teams
- 8+ years’ Experience working in Customer Success Roles. Deep understanding of operational processes for delivery roles. Demonstrated understanding of the business models and value drivers for both of our internal and external customers.
- Demonstrated success leading IT service management modernization and transformation for a technology company of comparable size with minimal disruption.
- Experience with ITSM solutions and ability to align standardized processes and services across each area of service management
- Solid understanding of service management as it pertains to IT services
- Technical experience with systems networking, databases, infrastructure, and user support.
- Exposure to business processes, management, budgeting, and business office operations.
- Experience with acquisition due diligence and integrations
- Strong verbal and written communication skills
- Comfortable conversing at every level of the business
- Ability to engage cross-functional teams globally
- A degree holder in business administration, computer science, or equivalent experience.
Useful Certifications:
- IT Infrastructure Library Managing Professional (ITIL v4)
- Six Sigma Yellow Belt or higher
It is the policy of Donnelley Financial Solutions to select, place and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran’s status, actual or perceived sexual orientation, genetic information or any other protected status.
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