Director of IT Shared Services

BANK FUND STAFF FEDERAL CREDIT UNION•Washington, DC

9h•$137,000 - $183,000•Hybrid

About The Position

BankFund Credit Union is a full-service financial cooperative organized in 1947. Located in Washington, DC, BankFund maintains three full-service branches downtown with our headquarters located near Farragut West metro station. This position is classified as a hybrid role which means that on-site work will be expected. After completion of training for the role, staff generally work on site 40% of the time (60% for leadership) but this is subject to change based on health and safety standards and operational need.

Requirements

B.S. Degree in Information Technology, Computer Science or related field.
Minimum of ten years of supervisory and management experience in an IT related field.
Ability to handle confidential information.
Ethical, with the ability to remain impartial and report all non-compliances.
Knowledge of data processing operations in the financial services industry.
Excellent verbal and written communications skills.
Strong leadership, diplomatic and motivational skills including the ability to lead up, across and down multiple departments within the organization.
Proven ability to work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence.
Build and maintain relationships by engaging business leaders to establish credibility, solve problems, build consensus, and achieve objectives.
Technical experience managing Business Applications, and IT Service Management.
Self-motivated, decisive, and flexible with proven ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
Technically competent with various software programs, including but not limited to Microsoft Office and project management software.
Demonstrate decisiveness in resolving business problems, making decisions, and identifying priorities.
Interpersonal skills to influence and spur change, facilitate, and enhance performance within a cross-functional environment.
Experience in successfully leading projects and programs to on-time, on-schedule and within budget close.
Experience leading, motivating and managing various project and program team sizes, including internal and external resources, while holding team accountable for performance.

Nice To Haves

Masters Degree in IT or related field, preferred.

Responsibilities

Supervises the Technical Services (TS) and Solutions Center (SC) departments, including staffing, performance appraisals, training, coaching, team meetings, rewards and recognition, employee retention and engagement, career pathing, performance improvement plans, salary recommendations, and terminations.
Contributes to the development and execution of the enterprise-wide IT strategy as a key member of the senior IT leadership team, ensuring alignment and delivering business value.
Works with the IT senior leadership team on the service portfolio and governance for resource prioritization, including budget, and collaborates with key stakeholders to measure and prioritize technical debt remediation.
Builds successful stakeholder relationships with other IT and business leaders by understanding business needs, acting as a trusted advisor, and ensuring cost-effective delivery of IT services.
Develops and controls the annual IT TS and SC budget, ensuring consistency with strategic objectives and proactive cost optimization.
Defines, develops, and manages a comprehensive IT Service Management (ITSM) landscape based on best practices and toolsets, including an IT asset management program.
Collaborates with the Head of Cybersecurity to ensure TS and SC contribute to and apply security controls and strategy.
Operates a formal governance mechanism to establish and monitor effective KPIs and controls for TS and SC processes, supporting audits and risk reviews.
Designs and develops a strong and diverse TS and SC leadership team and reporting structure.
Works collaboratively with direct reports to support their career progression, development, and potential realization.
Improves IT resilience by executing strategies for reliability, tolerability, and disaster recovery readiness.
Provides strategic direction and oversight for the full life cycle of IT systems, identifying opportunities for efficiency through common approaches and shared platforms.
Ensures all TS and SC members are proficient in using corporate software for service tickets and productivity management (e.g., Confluence & Jira).
Develops the maturity of TS and SC to improve efficiency, deliver innovations, and increase collaboration through Agile, DevOps, platform, and product approaches.
Leads the development and adoption of cloud solutions, automation, and artificial intelligence technologies to empower user self-service and reduce reliance on manpower.
Drives the adoption of service improvements through continuous improvement programs, measuring impact and sharing results.
Supports the CIO and IT Leadership team by assisting in the development of technology standards and implementing solutions aligned with the enterprise architecture.
Serves on IT planning and policymaking committees, driving the development and adoption of enterprise technology standards, governance processes, and performance metrics.
Continuously evaluates the business value of TS and SC using metrics like KPIs, Outcome Driven Metrics, and OKRs.
Collaborates with peer IT leaders and third-party service providers to share knowledge and insights.
Facilitates the Change Advisory Board to evaluate and approve change requests and manage the risk and impact of production changes.
Creates self-service capabilities to streamline processes and drive automation and efficiencies.
Manages budget planning and financial management, preferably with showback and/or chargeback models.
Supports the shift from Capital Expenditures to Operating Expenditures with processes for managing and optimizing cloud/SaaS costs.
Conducts performance evaluations of direct reports, provides coaching and career development, interviews applicants, and makes recommendations regarding employee relations.
Promotes diversity, inclusion, and belonging to meet staff and organizational needs.
Fosters a safe environment for employees to receive and give feedback.
Possesses a high-level understanding of business unit responsibilities, goals, and objectives, and engages with business owners to facilitate support and resolve technology challenges.
Manages vendor partner relationships to ensure effective execution according to contractual provisions and SLAs, monitors financial terms, and addresses deficiencies.
Ensures up-to-date policies and procedures for all processes and responsibilities within the TS and SC group, facilitating documentation for performance improvement, training, and business recovery.
Ensures compliance with NCUA, FFIEC, IRS, and all other regulatory operating and reporting requirements related to Information Technology.
Ensures effective communication with Credit Union management and staff regarding changes and process improvement opportunities through information systems resources.
Successfully participates in annual Information Security refresher training and complies with the Information Security Policy.
Participates in annual Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) training and demonstrates knowledge of BSA and OFAC.
Ensures the Credit Union’s safe harbor protections are applied as allowed by the BSA and maintains confidentiality of SARs.
Demonstrates commitment to the Credit Union’s Service IMPACT philosophy.
Is available, via mobile communication device, to provide telephone support or report to the Credit Union, 24 hours a day.
Maintains a professional, positive attitude at all times and serves as a role model for employees.
Undertakes other work-related duties as assigned by the Chief Information Officer.