Business Office Integration Tower Director

Overview
Introduction:

Every VA organization that runs within Infrastructure Success (IS) is a customer, and each one expects its request to be heard, delivered, and well-supported well. As our Business Office Integration Director, you’ll lead the teams that make that happen: the front door where infrastructure requests arrive, the project teams that move and modernize data center workloads, the developers who build the ServiceNow and Power BI tools IO runs on, and the people who keep customers, leaders, and staff informed. You’ll turn a high volume of requests, projects, and deliverables into a service VA customers can count on, and give VA leadership a clear, honest view of how that service is performing. If you enjoy running a complex operation with a customer’s keen eye, and you want to provide exceptional service for those who served, we’d like to talk with you.

Position Summary:

The Business Office Integration Director is the single contractor-side leader accountable for IS’s customer-facing service delivery under Business Office Integrations. This leader directs project management, intake, ServiceNow and Power BI development, customer outreach, administrative and front office support, strategic communications, and technical documentation, and owns their deliverables and acceptable quality levels (AQLs).

This leader must drive collaboration across its peers in FinOps, Data Center Operations, and Service Delivery Integration, because the service providers, customers, data, and hand-offs are shared.

The Business Office Integration Tower Director leads:

• Infrastructure project management data center and IS, from local efforts to enterprise-wide moves.
• Centralized intake and workload placement for infrastructure requests across cloud, containerized, and on-premises environments.
• ServiceNow (or equivalent) Service Catalog, workflow, and scoped application development.
• Power BI reports and dashboards development.
• Customer outreach, issue resolution, and satisfaction measurement.
• Administrative analysis, business studies, and executive briefings.
• Front office performance tracking and decision support.
• Critical system roadmap support for the client and its customers.
• Strategic communications for technical and non-technical audiences.
• Technical documentation, diagrams, and standard operating procedures.

The Director runs these functions as one integrated service for IS’s customers, measured against the contract’s performance standards. All work stays within the Government’s authority over approvals, policy, prioritization, and personnel decisions.

 

Responsibilities Business Office Integration Director Performance Expectations

Establish one operating plan, staffing model, and management rhythm across every function in this role’s scope.

Deliver infrastructure projects within approved scope, schedule, and budget, meeting required KPIs.

Show steady improvement in resolution time and customer satisfaction.

Produce intake designs, requirements, and workload placement proposals with minimal to zero rework with a high degree of accuracy.

Release ServiceNow and Power BI work deployments free of defects or rollbacks.

Submit every deliverable complete, accurate, on time, and ready for Government review, and meet each acceptable quality level.

Maintain clear boundaries between contractor recommendations and Government decision, approval, and personnel authority.

Roles and Responsibilities:

• Serve as the principal contractor-side leader for Business Office Integration delivery and outcomes within this role’s scope.
• In coordination with the Program Management Office (PMO), maintain the integrated schedule, deliverable register, risk and issue register, action log, staffing plan, and quality controls for these functions.
• Oversee IT project management from initiation through closeout under Project Management Institute standards and VA procedures, including charters, work breakdown structures, schedules, risk logs, status reports, and closeout reports with cost avoidance estimates. Projects include migrating, optimizing, and closing data centers, systems, and workloads.
• Lead Intake as the central triage point for infrastructure requests. Apply Build Right / Buy Right principles, review proposed designs against enterprise standards such as the Well-Architected Framework, validate requirements for security, privacy, and accessibility, and deliver cost and resource estimates and workload placement proposals.
• Direct ServiceNow and Power BI development using Agile, Waterfall, and hybrid methods, with human-centered design, full adherence to security and governance policy, and a steady reduction in technical debt.
• Own customer outreach and business relationship management: a standard process for reaching dissatisfied customers identified through post-incident surveys, weekly Net Promoter Score (NPS) and customer satisfaction (CSAT) tracking, monthly Voice of the Customer briefs, and a customer engagement dashboard that drives service improvements.
• Lead administrative and front office support, including business studies, analyses, high-level briefings, dashboards, monthly performance reports, and decision support briefs. Help define key performance indicators (KPIs) and draft recommendations for policy documents.
• Direct strategic communications, including communication plans, monthly articles, weekly bulletins, stakeholder meetings, and analytics on how well messages reach and engage people.
• Ensure technical documentation, 100 to 200 documents and schematics a year, is accurate, Section 508 compliant, version-controlled, and written for its audience.
• Partner with other Tower Directors on shared hand-offs: intake cost estimates, project labor coding, cost avoidance results, and one coordinated view of each customer across outreach and customer agreements.
• Present decision-ready status, performance trends, risks, and recommendations to executive stakeholders, and escalate issues that affect customer commitments early.
• Protect sensitive information, keep records auditable, and ensure the team works within approved contractual and governance boundaries.

Qualifications Required Qualifications:

• At least 10 years of experience in IT service delivery, infrastructure project or portfolio management, or IT business operations, including 5 years leading multidisciplinary teams on complex customer-facing programs.
• Experience leading IT infrastructure project portfolios.
• Experience leading customer experience or business relationship management programs, including NPS and CSAT measurement.
• Experience overseeing ServiceNow (or equivalent) and Power BI development delivered with Agile, Waterfall, or hybrid methods.
• Working knowledge of cloud, containerized, and on-premises hosting, enough to stand behind workload placement recommendations.
• Strong executive communication. Must be well-written and comfortable in front of large audiences.

Preferred Qualifications:

• Experience working within the Department of Veterans Affairs.
• Experience in a large Federal, healthcare, regulated, or mission-critical infrastructure environment.
• Master’s degree in business, information systems, public administration, or a related field.
• Project Management Professional (PMP) certification.
• SIAM Foundation or SIAM Professional experience and/or certification.
• ITIL 4 certification.
• Working knowledge of fee-for-service or cost recovery funding models, such as a federal franchise or working capital fund.
• Knowledge of Section 508 and federal accessibility standards.
• Experience leading Government-facing deliverables, performance standards, and corrective-action programs.
• Experience in an outcomes-based environment, comfortable transforming vague parameters into clear guidelines.
• Experience with responsible AI and machine learning governance and predictive service-management use cases is desirable.

Education:

• Bachelor’s degree in business, information systems, information technology, or a related field. Sixteen years of relevant experience may substitute for a degree.

Clearance: 

• Must be able to obtain and maintain the personnel suitability, credentials, system access, and training required per a Tier 4 / High Risk clearance.

Location: 

• Rockville, MD or Austin, TX.
• Onsite Requirements: In office a minimum of 2 days a week.
• Travel: As required per customer mission needs.

Pay Range:

• The suggested pay for this position ranges from $150,546 to $225,875.
• The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.
• Also, certain positions are eligible for additional forms of compensation, such as bonuses.
• TISTA associates are eligible to participate in our comprehensive benefits plan! More information can be found here: https://tistatech.com/working-at-tista/