Assistant Director IT - Enterprise Systems

North Texas Tollway Authority•San Jose, CA

57d•$134,371 - $176,803•Onsite

About The Position

The Assistant Director of Information Technology, Enterprise Services reports to the Director of Information Technology and provides leadership and oversight for multiple Information Technology (IT) groups and services management platforms within the NTTA, including Enterprise Applications, Enterprise Systems, Enterprise Communications, ServiceDesk and Endpoint management. The Assistant Director ensures the effective planning, execution, and delivery of IT services and projects, aligning with the NTTA's strategic goals. This position assists the Director of Information Technology in managing staff, consultants, and vendors responsible for the reliable delivery of services, including new systems and services to internal and external customers while remaining on schedule and within budget with a high level of customer satisfaction. The Assistant Director ensures standard processes and procedures are maintained to ensure adherence to Software Development Lifecycle (SDLC), release management, application support, availability, security, and compliance best practices. This position is also responsible for oversight and compliance with contracts and licensing for all applications and systems within their purview and the vendors that support these applications and systems. The Assistant Director will help in the assessment of bids, proposals, and the evaluation of products by researching multiple products in markets in terms of cost, features, and product specifications. Additionally, this position is responsible for planning and monitoring the Capital and the Operating budget for all such applications, systems, and communications. The Assistant Director frequently interfaces with executive level staff and collaborates with other department leaders to set the strategic direction for future projects and enhancements, aligning technologies in both information technology and tolling industries.

Requirements

Bachelor’s degree in computer science, information technology, business administration, engineering, or related field.
At least ten (10) years of management experience in information technology, with a focus on Application management, Service portfolio management, service desk, and endpoint management.
Proven organizational management, supervisory, coaching, and people management skills.
Proven ability to manage multiple projects and priorities simultaneously.
Ability to communicate effectively, both orally and in writing, with people inside and outside the organization, including senior leadership as well as the Board of Directors.
Ability to express complex technical concepts effectively in non-technical terms for customers and business partners and create clarity so that the IT and NTTA mission, goals, and objectives are understood.
Strong leadership skills, a deep understanding of Application Management, IT service management, and a proven track record in product and/or project management.
Valid driver’s license.
Applicants are required to be eligible to lawfully work in the United States immediately.
This position is not available for H1-B visa sponsorship.

Nice To Haves

Portfolio Management Professional (PfMP), The Open Group Architecture Framework (TOGAF) certification or other relevant certifications.
Experience with endpoint management tools and technologies.
Strong analytical and reporting skills.
Understanding of IT risk management and compliance frameworks.
Prior experience with cloud technologies, AI, and automation.
Proven understanding of IT infrastructure, Enterprise Systems, and Information Security.
Proven success in vendor and partner management and building key business relationships.
Proven success in program managing large projects.
Extensive experience in managing multiple teams over multiple years.
Tolling Industry experience.

Responsibilities

Own the strategic roadmap for the entire enterprise application portfolio (including Workday, ServiceNow, Project Delivery/Program Controls applications, Asset Management Systems, Advanced Traffic Management Systems, Enterprise Document Management Systems, M365 Enterprise applications, custom apps, etc.), ensuring all application investments and development align with executive business goals and digital strategy.
Establish a governance framework for the application portfolio, overseeing the lifecycle from demand, selection, implementation, maintenance, optimization, to eventual retirement and replacement.
Drive value realization and optimization across the application ecosystem by ensuring proper integration, data integrity, data governance, and a focus on maximizing the business process efficiency delivered by the applications.
Direct the Enterprise Applications Management team in effective delivery, operational excellence (SLAs, security, performance), vendor management, and business relationship management for all critical business applications.
Champion innovation and the adoption of modern technologies, including cloud solutions, automation strategies, efficient resource utilization, and adaptable architectures.
Establish and enforce best practices for all business applications, including planning, deployment, and management.
Champion a customer-centric service delivery model across all enterprise applications and service platforms, utilizing feedback, metrics, and user journeys to continuously enhance the quality, usability, and speed of services provided to end-users and the business.
Provide strategic leadership and governance across Enterprise Systems and related teams, translating IT and business objectives into a multi-year roadmap and measurable outcomes.
Directly manage and coach senior leaders (including the Senior Manager, Enterprise Systems), setting clear expectations, driving accountability, and building a high-performance, customer-focused culture.
Establish and monitor service management practices (SLA/OLA targets, incident/problem/change governance, capacity planning), ensuring 24x7 operational excellence and continuous improvement.
Own cross-team prioritization and resource allocation (people, funding, tools), resolving conflicts and ensuring delivery of critical initiatives, upgrades, and migrations across the portfolio.
Provide oversight of cybersecurity, risk management, and compliance for enterprise platforms (e.g., identity, compute, storage, cloud), ensuring effective controls, audit readiness, and remediation tracking.
Lead financial stewardship for the portfolio, including annual budgeting, forecasting, cost optimization, and ROI justification for capital and operating expenditures.
Oversee vendor/partner strategy and contract performance, including licensing, renewals, negotiations, and ensuring vendors meet service, security, and support expectations.
Champion architecture standards and technology lifecycle management (standardization, deprecation, modernization), reducing technical debt and improving resiliency and scalability.
Drive talent strategy across teams (hiring, succession planning, skills development, workforce planning), ensuring coverage for mission-critical systems and on-call operations.
Serve as a key stakeholder partner to business leaders and IT peers, communicating risks and progress, aligning dependencies, and enabling enterprise-wide initiatives that rely on infrastructure and platform services.
Provide strategic leadership, governance, and operational oversight for all Enterprise Communications services that underpin NTTA’s technology and business operations, including voice, telephony, IVR, call center platforms, unified communications, and network-dependent communications infrastructure.
Establish and own the enterprise communications strategy and multi-year roadmap, ensuring alignment with NTTA’s business objectives, customer service goals, operational resiliency requirements, and digital modernization initiatives.
Lead and directly manage the Senior Manager, Enterprise Communications, setting clear expectations, priorities, and performance objectives while fostering a culture of accountability, service excellence, and continuous improvement.
Oversee all agency-wide voice and communications platforms, including IP telephony, contact center solutions, IVR systems, call recording, emergency communications, and related integrations with enterprise applications and tolling systems.
Ensure enterprise communications services are highly available, secure, scalable, and resilient, supporting 24x7 operations and mission-critical business and customer-facing functions.
Establish and enforce service management practices for communications services, including SLAs/OLAs, incident and problem management, change control, capacity planning, and lifecycle management.
Partner closely with Enterprise Systems, Information Security, Service Desk, Operations, and Business stakeholders to ensure communications services are tightly integrated, well supported, and aligned with overall enterprise architecture standards.
Provide executive oversight of vendor and carrier relationships, contracts, licensing, and renewals related to telecommunications, voice platforms, and communication services, ensuring cost effectiveness, performance accountability, and contractual compliance.
Drive modernization initiatives across communications services, including cloud-based voice solutions, platform consolidation, automation, and enhanced customer experience capabilities where appropriate.
Ensure communications platforms meet all regulatory, security, resiliency, and compliance requirements, including business continuity, disaster recovery readiness, and audit support.
Oversee financial stewardship for Enterprise Communications, including capital and operating budgets, forecasting, cost optimization initiatives, and ROI justification for communications investments.
Serve as an executive escalation point for major communications incidents, outages, or service disruptions, ensuring prompt resolution, clear communications, and post-incident improvement actions.
Provide executive oversight and direction to the Service Desk Manager, ensuring the delivery of high-quality, efficient technical support and issue resolution for all agency employees.
Establish key performance indicators (KPIs) and Service Level Agreements (SLAs) for incident management, request fulfillment, and problem management, driving continuous improvement in response times and first-call resolution rates.
Oversee the strategic utilization of the service platform capabilities (e.g., self-service portal, knowledge base, automation) to shift left, reduce operational costs, and elevate the overall employee technology experience.
Align Service Desk capabilities with Enterprise Service goals, ensuring operational data translates into actionable insights for enhancing the underlying IT services and application stability.
Provide leadership and clear strategic objectives to the Manager, Endpoint Management and the EPM team, focusing on process maturity, automation, and maintaining a secure, consistent, and standardized corporate environment.
Establish and govern the enterprise-wide endpoint strategy and roadmap for agency desktops, and laptops, ensuring stability, security, compliance and an optimal computing experience for all employees.
Oversee the entire lifecycle of endpoint technology, including selection, deployment, patching, configuration management, and hardware refresh programs, to maximize efficiency and minimize total cost of ownership.
Ensure critical controls for security and regulatory compliance are consistently applied and enforced across the entire endpoint estate, collaborating closely with Security and Infrastructure teams.
Develop and manage annual budgets for the service groups for which this position is held.
Assists the Director of IT in the development of the 5-year IT capital plan.
Allocate resources effectively to meet project and service delivery goals.
Monitor and report on financial performance and resource utilization.
Monitors expenditures against the budget and works closely with staff to ensure funds are available to meet the needs of the IT department.
Meets annually with stakeholders in all other departments to ensure their needs are incorporated into the budget and the capital plan.
Leads and mentors staff and partners in building strong, high-performance, collaborative, and cohesive teams by directing staff to meet strategic objectives through proper personnel management, setting clear departmental expectations, actively managing and measuring performance, monitoring tasks and goals, and providing mentoring, coaching, and professional development.
Sets the standard for implementation of processes and procedures that reinforce industry best practices to include support and maintenance of both commercial-off-the-shelf (COTS) and custom-developed applications.
Identifies, utilizes and implements information technology tools and solutions that enable more productive, efficient, and valuable use of resources and information.
Ensures compliance with all applicable regulatory guidelines, contracts, and other agreements impacting the Business Applications team. This includes PCI compliance, software licensing agreements, Interlocal Agreements, and Tolling Service Agreements.
Analyzes IT business processes, serving as a point of contact for the business to recommend business process improvements utilizing technology solutions. (Frequently translates between end users and technical staff).
Represents the NTTA on industry committees.