DescriptionWhy RTI 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. About the Hiring Group The successful incumbent will work within RTI International Global Technology Solutions-Enterprise Applications team reporting to to the Vice President Information Technology. What You'll Do 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 RTIโs 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 RTIโs 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
ResponsibilitiesThe 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 RTIโs 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 RTIโs 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
QualificationBachelor'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 Smartsheetโs 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