Senior Director, Enterprise Applications Cloud Operations

RTI International (RTI) is both a global research institute and a leading international development organization based out of North Carolina. At RTI, you will find work you believe in, tackling some of the most complex global challenges of our time. Our mission is to impact the wellbeing of 1 billion people by 2030 through science-based solutions in climate, education, health, and equity. Our staff promote meaningful change around the world helping people live healthier, more productive, and more independent lives.

If you are looking for an opportunity to make a real difference, RTI is the place for you. Join us in our commitment to teamwork, belonging, and the passion to change the world.

The successful incumbent will work within RTI International Global Technology Solutions-Enterprise Applications team reporting to to the Vice President Information Technology.

The Senior Director of Enterprise Applications Cloud Operations within RTI's Information Technology team will be a key leader on the Enterprise Application leadership team. They are responsible for leading the Enterprise Applications Operations team which is responsible for managing all functional and technical Operational Support aspects of RTI's enterprise applications landscape and Business Intelligence and Data Analytics systems that underpin and enable the business functions of RTI. RTI is concluding the first phase of a multi-wave, multi-year Oracle Fusion Cloud implementation, which includes the roll-out of Oracle ERP, EPM, FDI, Oracle Cloud Infrastructure (OCI) and Oracle Integration Cloud (OIC) (RTI is already live with Oracle HCM).

The Senior Director will be a key contributor to defining the future state operational support model across the functional and technical organizations.

Essentials Duties include:

• Application Management: Manage and maintain the organization's enterprise-level software applications. This includes ensuring that the applications are robust, reliable, resilient and perform efficiently in line with stated business functional requirements. Develop and present key Application Management support metrics specific to enterprise application related ITSM process performance, specifically on the following ITSM Processes: (1) Incidents, (2) Service Requests,(3) Monitoring and Events, (4) Problems, (5) Knowledge, (6) Availability, (7) Capacity and (8) Service Level Management; in alignment with business-facing SLAs and for all contracted SLAs with Managed Service Providers/Application Management Services Vendors.
• Change & Release Management: Define repeatable, robust, and efficient processes to effectively plan, document, manage, and control Changes and Releases to enterprise applications, including Functional Releases and Product Upgrades and Releases, in-line with RTI's ITSM standards and processes and to minimize disruptions to the business.
• People Management: Lead a team of IT professionals responsible for supporting the ecosystem of enterprise applications. Responsible for hiring, coaching/mentoring and managing the team.
• Vendor Management: Define sourcing and support requirements, vendor assessment matrix and criteria, select and manage Managed Service / Applications Managed Services (AMS) vendor relationships, including negotiating contracts. Hands-on management of Vendor performance against contracted service level agreements, oversee compliance to RTI GRC Policies and Procedures, and ensure cross-vendor and cross-Functional and EA Ops collaborate to ensure the Enterprise Applications Support chain operates optimally, efficiently and effectively. Define, implement and enforce compliance to a Strategic Vendor Governance framework aimed at maximizing returns on investment from the leveraged AMS Vendor Relationships.
• Project Management: Plan, organize, and manage smaller projects (<$100K) driving operational improvements across the enterprise applications landscape.
• Budget Management: Create, manage, and forecast the operations budget for the department, including procurement of cloud software and vendors services (including tracking and managing Application License Entitlements and Allocations), and other resources necessary for application operations.
• Security and Compliance: Ensure that enterprise applications are secure and compliant with relevant regulations and industry standards, in partnership with the RTI's Cybersecurity function, GRC Policies and Procedures and the IT General Controls defined by RTI's Security & Controls. This includes implementing security measures, tracking and ensuring mitigation and remediation of vulnerabilities identified by Managed Service Providers/AMS Vendors and support regular Internal and External audits. Identify areas of risk and propose and implement mitigating actions and improvements in processes and tools.
• Performance Monitoring & Optimization: Monitor application performance and optimize key areas to meet evolving lead and track a consolidated Service Improvement Plan incorporating inputs from each of the Managed Service Providers/AMS Vendors from their respective scope areas.
• Disaster Recovery & Business Continuity: Understand the RTI Business Criticality framework and which applications are deemed Business Critical. Contribute to plans that ensure the Enterprise Applications Operations function, including all Managed Service Providers/AMS Vendors can effectively respond to and continue providing contracted services during potential disasters through robust IT Service Continuity, Disaster Recovery and Business Continuity plans.
• Collaboration: Collaborate with other teams across IT, functional departments, and business units, to ensure that enterprise applications align with organizational goals and strategies.
• Documentation and Reporting: Ensure comprehensive documentation of Enterprise Application operational support processes and procedures (SOPs, KBAs etc.) are created and maintained. Design, implement, and provide operational support metrics reports and / or dashboards to senior management on application performance and compliance.

Bachelor's Degree and 20 years of experience, Master's degree and 16 years of experience, PhD and 12 years of experience, or equivalent combination of education and experience.

Skills & Abilities

• Extensive experience in managing teams responsible for enterprise level operational support of ERP Solutions, Oracle Cloud ERP, EPM, HCM, and FDI (or similar Cloud ERP) applications required.
• Extensive experience managing the operations of hybrid On-Prem and Cloud or Cloud-only business applications required.
• Extensive experience managing ITIL-based ITSM processes required.
• Extensive experience managing multi-vendor Managed Service Provider (MSP) outsource vendors required.
• In-depth design experience with ServiceNow required.
• Experience with Salesforce, other related business Cloud applications and Smartsheet's desired.
• Demonstrated understanding of corporate functional areas (e.g., Business Development, Contracts, Accounting, Finance, HR, Legal, Communications, etc.) and related business applications.
• Basic understanding of project/program management skills such as planning, scope, quality, time, cost and resource management, communication and status, risk management with small-scale (<$100K) project delivery.
• Balance of collaboration and influence to lead without control within a matrix-managed organization.
• Strong leadership, teamwork, relationship building, negotiation, conflict resolution, verbal/written communication, partnership orientation, and problem-solving skills.
• Strong knowledge of Excel, Word, PowerPoint, Visio.

For San Francisco, CA USA Job Postings Only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Further information is available here.

RTI accepts applications to our job openings from candidates with criminal histories or conviction records in accordance with all applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

For Applicants in Massachusetts Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

The anticipated pay range for this role is listed below. Our pay ranges represent national averages and may vary by location as a geographic differential may be applied to some locations within the United States. RTI considers multiple factors when making an offer including, for example: established salary range, internal budget, business needs, and education and years of work experience possessed by the applicant. Further, salary is merely one element to our offer.

At RTI, we demonstrate our commitment to rewarding individual and team achievement through a total rewards package. This package includes (among other things) a competitive base salary, a generous paid time off policy, merit based annual increases, bonus opportunities and a robust recognition program. Other benefits include a competitive range of insurance plans (including health, dental, life, and short-term and long-term disability), access to a retirement savings program such as a 401(k) plan, paid parental leave for all parents, financial assistance with adoption expenses or infertility treatments, financial reimbursement for education and developmental opportunities, an employee assistance program, and numerous other offerings to support a healthy work-life balance.