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Director – IT Customer Solutions & Recovery Operations
United Airlines
Chicago, IL, United States
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Description
Think you are a real team player? Ready to support colleagues with innovative programs and apps? Join the Operations and Employee Technology team and help enable the employees of United Airlines with the best tools to excel at their jobs. Focus on improving platforms, developing best-in-class mobile applications to facilitate collaboration and real-time decision making, and delivering on the digital requests of our front line colleagues.
The Director IT Customer Solutions & Recovery Operations position is a newly created role that will lead a team in the development, implementation and maintenance of the technology roadmap that helps our teams focus on real-time customer solutions, irregular operations management and recovery operations. It is critical that this role establish and maintain strong business relationships with both senior and operating level business leaders and be the key interface point of contact with the business. This role is accountable for the strategy, evaluation and implementation of technology enablers which support the business objectives of these operating teams.
Key Responsibilities:
Interface:
• Establish and maintain strong business relationships with both senior and operating level business leaders
• Understand and provide recommendations for improvement of Business Processes by leveraging existing IT capabilities, identifying improvements to existing IT capabilities and define new strategic IT capabilities
• Stay abreast of business of business strategy, goals, objectives and operational performance
• Be a thought leader i.e. engaged with Business Owners/Business Process Development
• Act as the point of contact and facilitate the work request demand and prioritization process
• Responsible for escalating, assisting and follow-through on resolution of issues related to delivery of technology solutions
• Engage and ensure effective delivery of business deliverables and tasks with business partners for delivery of technology
Delivery/Support:
• Accountable for gaining and maintaining alignment of delivery success criteria with business partners
• Accountable for effective project management and delivery of projects within committed budget, schedule and quality for individual projects while also meeting overall department performance goals
• Accountable for identifying needs, securing commitments and monitoring progress of deliverables from internal and external service provider teams
• Provide cost estimates and business case updates
• Accountable for ensuring technology solutions comply with architectural standards
• Responsible for communication of progress to senior IT and Business leadership
• Responsible for organizing and maintaining performance of any application issues in accordance with agreed SLA
• Ensures projects/programs are completed within the committed time and budget and are integrated with other software applications.
IT Process Management:
• Define, prioritize, allocate resources, track and provide status reporting of work assignments, projects, programs
• Budget and cost management for the projects/programs
• Ensure IT application development process disciplines (solution delivery, project management, work requests, QA, etc.) and standards are established, effectively managed and performed.
• Provide information and periodic updates to support overall IT performance metrics, monthly project status reporting and quarterly resource planning review.
• Ability to manage a portfolio of applications
• Ability to manage multiple business partners and business objectives independently while still connecting the dots to a broader strategy and vision
People:
• Lead and develop a team of 10-20 IT professionals by motivating and rewarding individuals so that they meet their highest potential.
• Provide leadership by establishing department and individuals goals
• Responsible for assessing and recommending improvements to the organization structure, roles and responsibilities
• Responsible for department and individual performance assessments and improvement plans.
• Responsible for coaching, counseling, assisting employees to develop individual career development and training plans.
Qualifications
Requirements:
• Bachelor’s degree in Computer Science, Engineering or Business Administration. Master’s degree a plus.
• 10-15 years of experience in leading large technical teamsStrong communications skills to all levels in the organization
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualifications
• Reliable, punctual attendance is an essential function of the position
Preferred:
• Must have demonstrated understanding of performance management, business consulting, project management and applicable technology
• Demonstrated track record of project delivery using various methods of project management lifecycle
• Experience in application development, multiple major project delivering of med-large scale projects/programs.
• Experience required in multiple technical platforms, operating systems, databases and development languages including but not limited to web, mainframe, Unix and Client Server. Must have worked within a multi-disciplined, cross-functional technical organization with matrixes reporting relationship.