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Job Title:
Director, Business Operations Services — Information Technology Services
Job ID:
12459321
Job Function:
Experienced
Full/Part Time:
Full-Time
Regular/Temporary:
Regular
Job Category:
Information Technology
Location:
Washington, DC US
Business Unit:
Integrated Technology Services
City:
Washington
Business Unit Description

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment. AARP also advocates for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name.  As a trusted source for news and information, AARP produces the world’s largest circulation magazine, AARP The Magazine and AARP Bulletin.

Information Technology Solutions (ITS) is AARP's technology leader in positive social change and member value, enabling a more effective workforce and globally connecting employees, members, volunteers, partners and advocates to maximize engagement.


Summary Statement

The Director, ITS Business Operations Services reports directly to the Vice President (VP), IT Business Operations. With a combination of subject matter expertise, leadership and oversight this Director provides reasonable assurance that the following is being managed appropriately and mitigations/closures are occurring in a timely manner:

  • ITS strategic and operational risks
  • Validation of key ITS objectives and metrics attainment/progression

Additional responsibilities include monitoring the performance of the ITS program management and project coordination services provider.

The Director will be responsible for leveraging AARP’s established risk management framework to create a strategic capability allowing the ITS Senior Leadership and Management Teams to assess medium to long-range risks that do not meet the criteria of an enterprise risk as reported on AARP’s risk scorecard.  The Director collaborates with the ITS Senior Leadership and Management Teams and other key stakeholders to provide subject matter expertise to ensure proper coordination of an ITS risk management capability.

The Director provides formal supervision and coaching for the ITS Business Operations Services team and sets vision and direction to inspire and drive continuous improvement of ITS Business Operations Services policies, standards and procedures. The Director has direct line management responsibility for this team as well as monitoring the performance of the ITS program management and project coordination services provider. In addition, the Director is responsible for financial management activities associated with the ITS Business Operations Services budget.

The Director is expected to demonstrate leadership expertise to establish strategic direction as well as significant depth of technical expertise in enterprise IT program execution. Additionally, the Director is expected to demonstrate One AARP cultural attributes and behaviors in all interactions.


Responsibilities

Functional / Technical Responsibilities

  • Leverage AARP’s established ERM framework, tools, procedures, etc. sufficient to consolidate, review, evaluate, monitor and validate closure/mitigation of all ITS specific operational and strategic risks that does not meet the criteria of an enterprise risk as reported on AARP’s risk scorecard. 
  • Validate the attainment of key ITS strategic and operational objectives and metrics. 
  • Serve as the operations lead for the ITS program management and project coordination services function by monitoring established service level and other performance metrics 
  • Act as the ITS liaison (coordination point of contact) for inquiries initiated by or resulting from the following groups/activities:
    • Internal Audit requests
    • External Audit engagements
    • Enterprise Risk Management
    • Records Management
    • Business Continuity/Preparedness
    • Other operating functions as directed by the COO’s Office
  • Accountable for reporting finding and status of ITS specific operational and strategic risks to the CIO and ITS Leadership Team. This may include producing a periodic narrative for inclusion in pertinent executive and board committee reporting.
  • Ensure that ITS guidelines and policies are readily accessible, properly updated by the appropriate owner, in compliance with enterprise standards and aligned the the enterprise’s strategic direction.
  • Identification of ITS specific risks, policies and guidelines is a shared responsibility amongst the leadership and management team in ITS.
  • Responsibilities not in scope: Enacting or otherwise execution mitigation activities

People Management

  • Provide direct oversight of ITS Business Operations Services group, including Senior Advisors, Advisors and Analysts.
  • Provide operational oversight for the ITS program management and project coordination services provider.  In this capacity, this leader and their team will monitor performance against service levels and monitor compliance with other deliverables.
  • Share knowledge and develop staff capabilities to strengthen understanding of IT and Enterprise industry and business issues and best practices; evaluate implications to ITS.
  • Develop and communicate organizational objectives; inspire and motivate team members to achieve results.
  • Build organizational talent by creating a learning environment that ensures employees realize their highest potential.

Relationship Management

  • Work in partnership with ITS Senior Leadership and Management Teams on strategic initiatives related to IT Business Operations group to continuously improve policies, standards and procedures by anticipating issues, providing advice and sharing knowledge and best practices.
  • Work with the ITS Leadership and Management Teams (inclusive of their direct reports) to identify risks, mitigation strategies and validate closure as applicable.  In addition, this leader and their team will identify key ITS strategic and operational objectives and metrics and validate said results.
  • Develop strategic relationships with other team members and business partners and partner across the ITS Senior Leadership and Management Teams to align with AARP internal and external demands.

Financial / Budgetary Responsibility

  • Responsible for developing and administering the ITS Business Operations Services group and provides input into the IT Business Operations group allocation of funds.

Leadership Responsibility

  • Oversee ITS Business Operations Services group domain function and manage Senior Advisors, Advisors and Analysts.
  • Provide operational oversight for the ITS program management and project coordination services provider.  In this capacity, this leader and their team will monitor performance against service levels and monitor compliance with other deliverables.
  • Coordinate with ITS Business Operations leadership team to ensure alignment across the domain.
  • Serves as mentor for Senior Advisors, Advisors and Analysts ensuring optimization of ITS risk management and provider services.
  • Responsible for hiring and developing strong a strong cross functional team of risk and project management professionals.
  • Collaborate with ITS Senior Leadership and Management Teams to align functional and ITS strategic plan.
  • Provide assistance and guidance to the ITS program management and project coordination services provider.

Requirements

Desired Education

  • Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering or Finance related field.
  • 10+ years related experience.

Required Competencies

  • Leadership experience managing several direct reports
  • IT audit, policy and compliance competencies
  • Risk Management Processes
  • Knowledge and application of IT functional / operational competencies
  • Experience in design and execution against an IT Business Operations strategy
  • IT-Business Alignment
  • Stakeholder Management
  • Multiple IT Program Execution
  • Business Product Knowledge
  • Systems Understanding
  • Portfolio Management
  • Project Governance
  • Session Facilitation
  • Service Level Management

Preferred

  • Master's degree in Information Technology, Computer Science, Engineering or Finance related field.
  • Certified in Risk and Information Systems Control or other related GRC certifications
  • Project Management Professional (PMP) or related certification.

Benefits Offered

 AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.


Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.  AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.

 

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