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Director, IT Business Process Improvement (E)

Job ID: 12579

Business Unit: MTA Headquarters

Regular/Temporary: Regular

Department:

Date Posted: Jul 31, 2025

Description

JOB TITLE: Director, IT Business Process Improvement (E)

SALARY RANGE: $156,476 - $184,692

HAY POINTS: 994

DEPT/DIV: Information Technology

SUPERVISOR: Senior Director, IT Business Operational Excellence

HOURS OF WORK: 9:00 am - 5:30 pm (7.5 hours/day) or as required)

This position is eligible for telework, which is currently two days per week. New hires are eligible to apply 30 days after their effective date of hire.

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

About Us :

The MTA transportation network has very large systems and infrastructure for financial, business, automated train, transportation, power, and physical security. The MTA IT Department is centrally responsible for providing a full range of Information and Operational Technology services to the MTA agencies and administrative units through its operating and support units. Services are provided on a 7/24/365 basis in support of the MTA organization and its ridership.

MTA IT’s Resource Planning & Marketplace group leads a focused effort on delivering value through continuous improvements to MTA clients across the MTA agencies and functional departments through optimizing every aspect possible of the MTA’s operations to eliminate waste, reduce costs, and increase productivity. This requires collaboration with executive management in reviewing and identifying where each functional area can use its existing resources effectively to achieve its desired outcomes of operational efficiency. The goal is to ensure operational optimization through establishing clear goals in delivering business value to customers, skill needs are identified and sourced and maintaining compliance with MTA IT standards, while fostering a culture of high performance and strategic improvement within the IT Department and across MTA agencies.

Summary:

The Director of IT Business Process Improvement is responsible for working with the Technology and Strategy Management initiatives to enhance operational efficiency, effectiveness, and performance within the IT department. This role streamlines processes and improves efficiency, and eliminates waste to achieve and sustain a superior level of performance within the organization using tools such as Lean, Six Sigma, and continuous improvement methodologies.

The Director will be working hands-on on IT Business Process Improvement, including:

+ Work closely and collaboratively with the department's leadership team to develop, track/monitor, and implement transformational initiatives

+ Identify areas for IT process improvement and develop strategies to address them while also resolving operational bottlenecks as they arise.

+ Spearhead efforts to improve the operational efficiency of the department, including formalizing and streamlining procedures and business processes. Conduct process reviews, SOP reviews, risk profiles, and SLAs to help identify risk and opportunities across core business processes

+ Assist in the due diligence and operational reviews in the departments and formulate recommendations on process improvement initiatives. Prepare and present business cases, findings, benefits, and recommendations in various formats and at various levels regarding business units in need of transformation or BPM

+ Compile and track departmental priorities, assist department staff in developing work plans, monitor and report on key initiatives, and escalate issues to leadership as appropriate.

Responsibilities:

1. Process Improvement

+ Lead initiatives to analyze and identify opportunities for improvements in IT processes aligned with organizational goals, ensuring they are efficient, effective, and scalable.

+ Foster a culture of continuous improvement across the IT divisions, utilizing methodologies such as Lean, Six Sigma, or ITIL.

2. Performance Metrics

+ Establish key performance indicators (KPIs) to measure the effectiveness of IT operations and services.

+ Regularly analyze performance data to identify trends, issues, and areas for improvement.

3. Project Management

+ Oversee major IT projects to ensure they are completed on time, within budget, and meet the organization's needs.

+ Implement best practices in project management to enhance delivery and execution.

+ Serve as a liaison between business units and IT to translate business needs into technical requirements.

+ Facilitate workshops, process mapping sessions, and user testing.

+ Oversees staff workload and quality of work, addressing performance issues when needed.

+ Review the work performed by contractors. Address performance issues with the contractor when possible.

+ Perform other duties and tasks as assigned .

+ Address performance issues with the contractor when possible .

+ Escalate issues to other parties as needed .

+ Review invoices and approve them if the work meets contractual standards .

Qualifications:

Required

+ Bachelor’s Degree or related fields or equivalent experience. An equivalent combination of education and experience may be considered in lieu of a degree.

+ A minimum of 8 years of relevant experience with a minimum of 4 years’ supervisory/management experience.

Preferred

+ MBA preferred with a minimum of 8 years of business experience

+ LEAN certification / Six Sigma training or comparable preferred .

Knowledge & Skills:

Technical Skills

+ Expert in Information Technology, Business Administration, or a related field; Master’s degree preferred.

+ Expert in IT management, with a focus on operations and business process improvement.

+ Proven experience leading large-scale projects and initiatives.

+ Strong understanding of IT service management frameworks (ITIL, COBIT, etc.).

+ Excellent analytical, problem-solving, and decision-making skills.

+ Exceptional communication and interpersonal skills, capable of engaging with stakeholders at all levels.

+ Exceptional ability to develop and deliver visually appealing, persuasive, and effective presentations to executive level management. Change-management experience and ability to drive change across an organization.

Leadership Skills

+ Strong leadership in leading change by developing inter/intra team communication and cohesiveness; sustainment of culture and supporting staff during organizational growth/changes.

+ Strong leadership in leading people by working with staff to develop systems to ensure consistent, high-quality project management discipline for all technology related initiatives and endeavors.

+ Strong leadership in driving results by meeting organizational goals and customer expectations, and making decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks.

+ Expert leadership in building a coalition by internally and externally building partnerships with key stakeholders to help achieve the MTA’s mission or common goals through influence or negotiations.

+ Recognized for effective leadership and high-level communication in professional settings.

Behavioral Skills

+ Demonstrated ability to lead project teams, provide coaching, and direct feedback.

+ Expert in active listening, attention to detail, customer service, prioritization, and problem-solving skills.

+ Expert in working independently and strategically.

+ Expert in identifying and analyzing risks and developing effective mitigation strategies.

+ Expert technical knowledge and diverse skillset to understand various technologies, systems, and potential risks.

+ Expert in critical thinking, problem-solving, and decision-making skills.

+ Expert in interpersonal, verbal, and written communication skills, with the ability to effectively collaborate with both technical and non-technical peers.

+ Expert in managing multiple projects simultaneously and prioritizing tasks based on urgency and impact.

+ Extensive hands-on experience with related tools.

+ Expert experience with working under pressure and meeting deadlines individually and collaboratively. Thinks logically, assesses problems, and is results-oriented .

+ Expert in communicating effectively, both orally and in writing, to interact with team members, customers, management, and support personnel (technical and non-technical).

Competencies:

Core Competency

Proficiency Level

Competency Definition

Collaborates

Expert

Building partnerships and working collaboratively with others to meet shared objectives

Cultivates Innovation

Expert

Creating new and better ways for the organization to be successful

Customer Focus

Expert

Building strong customer relationships and delivering customer-centric solutions

Communicates Effectively

Expert

Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

Tech Savvy

Expert

Anticipating and adopting innovations in business-building digital

and technology applications

Technical Skills

Expert

Specialized knowledge and expertise on tools, programs, domains, platforms, and products used for specific tasks

Values Diversity

Expert

Recognizing the value that different perspectives and cultures bring to an organization

O ther Information :

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.