The Director, Technology Services is responsible for the strategic alignment of technology infrastructure and service operations with National Geographic’s mission, enterprise business goals, and internal values. These responsibilities include wired and wireless data networks, servers/storage/telecommunications/data center, Help Desk, desktop/mobile/audiovisual support, and other office automation requirements as well as all administrative/management/personnel/budget duties required to successfully fulfill the responsibilities.
The position will work closely with business leaders and the IT management team to define business goals, identify technology solutions, and develop proposals to obtain project approval, following procurement policy. Upon approval from management, the position will implement the technology solutions and integrate them with the service catalog and IT operational processes, drawing upon project management and technical resources both across and outside the organization as appropriate, and ensuring a high level of user adoption/satisfaction through effective change management and knowledge transfer. The position will define metrics/KPIs to evaluate the success of these efforts, identify defects, efficiencies and enhancements, and ensure a cycle of continuous improvement throughout the assigned portfolio and supporting team.
The position will also manage audiovisual services and deliver technology to employees and external customers. This includes Service and Operating Level Agreements, rate cards, cost analyses, workload distribution, event scheduling and production support, and chargebacks as appropriate. In addition, the position will foster a culture of teamwork, operational discipline, and engaged customer service to ensure a high level of quality at all times.
Strategy and Planning (30%)
- Oversees the development of strategic technology plans and budgets, directing the lifecycles of systems and services across the assigned portfolio.
- Leads key stakeholders through the development, implementation and delivery of technology service objectives, ensuring agreed-upon objectives are appropriately planned, resourced, and delivered.
- Establishes policy, standards, procedures, and governance activities. Ensures these activities are reflected in daily operations, customer service, and systems design.
- Monitors benchmarks, trends, and product developments to anticipate change, minimize risk, and identify opportunities for growth.
Technology and Service Delivery (50%)
- Directs the operational support of technology infrastructure, ensuring that all components meet service level objectives for availability, capacity, performance, and other KPIs.
- Directs the customer service operations for employee and public-facing technology, ensuring that all processes are delivered efficiently and with a high degree of customer satisfaction.
- Sponsors projects within the assigned technology portfolio and supports all technology projects requiring team subject matter expertise or resources.
- Monitors service level objectives, optimizes operational activities and brings visibility into operations through analysis, trends and measurement.
- Ensures that all technology infrastructure and service delivery processes adhere to the information security policy.
Leadership and Management (20%)
- Performs personnel management and development for new and existing staff, ensuring that the team has the appropriate skills and depth to meet service level objectives and customer service standards.
- Leads or participates in appropriate customer-facing steering committees and internal technology working groups.
- Collaborates with procurement, legal, and other administrative teams on RFP documents and processes, statements of work, contract negotiations and disputes, and other vendor performance management activities.
Minimum Years and Type of Experience
- A minimum of 10+ years experience managing enterprise technology infrastructure and support operations with at least 3+ years of management experience. Experience with special events production and the hospitality industry a plus.
Knowledge and Skills Required
- Extensive experience with developing and maintaining enterprise infrastructure and achieving strategic technology alignment with business goals. Extensive experience working with internal and external customers, designing and delivering the ideal experience to allow them to consume services quickly and easily. Ability to translate customer business requirements into technical specifications and proposals.
- Exceptional organizational and project management skills, including the ability to plan, schedule, and successfully carry out multiple projects at the same time to successful conclusion.
- Broad knowledge of technology infrastructure, including network systems and management, computing and storage, telecommunications, datacenter/facility, and information security. Strong knowledge of IT service management concepts and processes. Familiarity with audiovisual systems integration and live event production.
- Excellent oral and written communication skills. Ability to interact positively and productively with teams across the organization. Strong customer service, troubleshooting and problem solving a must.
- Excellent leadership, management, and teambuilding skills. Ability to attract, mentor, and develop staff to ensure skills align and adapt to mission and business goals. Ability to inspire and motivate others by example, and achieve positive outcomes through a balance of strong leadership and open collaboration.
Supervision
- 3-5 staff members
National Geographic's headquarters is located in the heart of Washington, D.C. In addition to a unique and dynamic work environment, National Geographic offers its employees a comprehensive benefits package, including health and dental benefits, generous vacation and leave time, a 401(k) plan, and flexible work options. National Geographic is an Equal Opportunity Employer