Director, Technology Solutions Engagement

Functional Responsibilities

• Serve as ITS contact for business partners; provide insight and expertise on how technology-based business solutions and process improvements can support/enable business objectives.
• Serve as the Single Point of Contact for select business Senior Leadership.
• Be accountable for the delivery of solutions to the business by effectively leading delivery team, including outsourced resources.
• Provide vision for and direct oversight of issue-based problem solving, business case development, solution delivery and ongoing relationship management to ensure strategic use of technology in support of business objectives.
• Assume management responsibility for internal customer relationship and satisfaction.
• Ensure business requirements can be supported by proposed ITS solutions.
• Collaborate with ITS leaders on system analysis, application development and testing activities.
• Align the business to participate in UAT as needed.
• In collaboration with ITS leadership, monitor service/solution delivery ensuring that solutions meet the needs of the customer, are aligned with dynamic business drivers and are delivered on time and within budget constraints.
• Manage customer and staff interaction to determine training requirements for new system implementations.
• Work with customers and other staff to coordinate project/task prioritization.
• Monitor IT cost effectiveness within CSSD and ensure proposed solutions have a positive return on investment and contribute to or enable enterprise strategy.
• Lead, design and execute special projects as requested.
• Oversee the timely completion of business process documentation.
• Provide Director level oversight to its business enablement and capability projects and programs.
• Maintain deep and current knowledge of the range of ITS Services and demonstrate creativity in how these services can be applied to solve businesses problems.
• Understand client goals and educate ITS on these goals, and head development of strategies to reach these goals.
• Lead Elicitation and Documentation of business roadmap communication with ITS.
• Drive end user satisfaction, application adoption and application usability by acting upon a thorough understanding of business goals.

People Management

• Provide direct oversight of staff executing all aspects of client service, solution delivery management, project management and business analysis.
• Share knowledge and develop staff capabilities to strengthen understanding of business needs and technology-based business solutions; evaluate implications to ITS.
• Develop and communicate organizational objectives; inspire and motivate team members to achieve results.
• Educate ITS on business organization, methods, processes, procedures, objectives and strategies.
• Build organizational talent by creating a learning environment that ensures employees realize their highest potential.
• Actively work to streamline processes with the goal of speeding delivery to the customer while balancing risk management objectives.

As a people manager, this position is expected to develop and exhibit our AARP Values and competencies, as well as fully participate in all management training initiatives. This position has the responsibility for direct management of AARP employees which entails, but is not limited to:

• conducting regular one-on-one meetings to assign, manage and review individual work;
• organizing team meetings to communicate critical departmental and organizational information;
• facilitating the annual performance management cycle including performance and development assessments and conversations;
• directing ongoing recognition and compensation, as well as annual merit and incentive planning decisions
• enforcing compliance with all enterprise policies and guidelines, including timesheet review and approval;
• partnering in the recruiting process;
• managing enterprise assets and budgets; and
• addressing employee relations and performance issues, with timely engagement of HR Business Partner.

Relationship Management

• Work in partnership with ITS senior leaders on strategic initiatives related to the Client Services & Delivery Solutions team to continuously improve policies, standards and procedures by anticipating issues, providing advice and sharing knowledge and best practices.
• Develop strategic relationships with other team members and business partners and partner across the ITS Senior Leadership team to align with AARP internal and external client demands
• Ensures all delivered technology solutions are aligned with the Enterprise Architecture standards as set forth by the Technology, Strategy and Architecture group.
• Uphold and maintain the highest standards of business ethics, professionalism and accountability.

Financial / Budgetary Responsibility

• Responsible for developing, administering and adhering to the CSSD budget and provides input into the allocation of funds for Membership.

Leadership Responsibility

• Oversee domain functions and supervise managers and staff.
• Drive coordination of strategic planning processes and development, and ensure alignment with broader ITS strategic objectives.
• Serve as mentor for managers and staff, ensuring optimization of skill set enhancement.
• Responsible for hiring and developing strong managers and staff members.
• Exhibit exceptional leadership, business acumen and professional behaviors in all interactions.
• Participate in Project Steering Committee.