The Senior Technology Business Partner leads the User Support function as a consultative, business-aware IT service organization. This role focuses on deeply understanding how the business operates, the challenges it faces, and how technology can better enable productivity and outcomes.

Acting as a trusted internal IT consultant, the Senior Technology Business Partner works closely with business partners to understand needs and challenges, and collaborates with corporate IT teams to help shape, inform, and support the delivery of scalable enterprise solutions. This role is accountable for service outcomes, business partnership, enterprise alignment, and continuous improvement, while ensuring business offices remain informed and aligned with advancements, implementations, and standards established at the corporate and enterprise level.

Business Understanding & Consultative Partnership

• Develop a deep understanding of:
• Business workflows
• Operational challenges
• Technology pain points affecting productivity and effectiveness
• Build trusted relationships with business leaders and key stakeholders based on credibility, reliability, and understanding
• Act as a consultative advisor, helping the business:
• Clarify problems before jumping to solutions
• Understand enterprise capabilities and constraints
• Set realistic expectations for technology enablement
• Capture and articulate business challenges and needs in a way that supports effective collaboration with corporate IT

Collaboration with Corporate IT

• Partner with corporate IT teams (Applications, Infrastructure, Security, Product Management) to:
• Share business insights and observed challenges
• Provide context that informs solution design and prioritization
• Support adoption and change once solutions are delivered
• Help ensure enterprise solutions are:
• Practical for day-to-day business use
• Aligned with how work is actually performed
• Reinforce enterprise-first solutions while remaining sensitive to business realities

Service Delivery & Operational Leadership

• Oversee the end-to-end delivery of user support services, including incident, request, and problem management
• Ensure support services are reliable, predictable, and aligned to business priorities
• Use service trends and recurring issues as signals for broader business or technology improvement opportunities

Continuous Improvement, Automation & Modernization

• Identify opportunities to:
• Eliminate recurring issues through root-cause analysis
• Improve user experience and productivity
• Reduce manual effort through automation and self-service
• Leverage ServiceNow, automation, and AI-enabled tools to modernize support delivery
• Treat reductions in ticket volume and reactive work as indicators of success

Insight, Metrics & Feedback

• Define and track service metrics that reflect:
• Business impact
• User experience
• Service quality and efficiency
• Use quantitative data and qualitative business feedback to:
• Identify improvement opportunities
• Inform discussions with corporate IT
• Provide clear insights and recommendations to IT and business leadership

Change Awareness & Communication

• Ensure business partners are aware of:
• Upcoming enterprise technology changes
• New capabilities and enhancements
• Solutions implemented elsewhere in the organization that may be relevant
• Support change readiness by coordinating communication, training awareness, and adoption support in partnership with corporate IT

People Leadership & Talent Development

• Lead, mentor, and develop User Support Managers and Specialists
• Set expectations for:
• Professionalism
• Ownership
• Consultative engagement with the business
• Develop team members into service professionals who understand the business context and think beyond local fixes
• Foster a culture of learning, accountability, and collaboration

Strategic Alignment

• Align User Support priorities to broader IT and enterprise strategy
• Help teams understand how business insight gathered through support influences enterprise technology decisions
• Reinforce an enterprise mindset while maintaining a service-oriented posture

Key Competencies

• • Consultative Mindset – Ability to understand business challenges, ask the right questions, and provide informed guidance without owning solution delivery.
  • Business Acumen – Understand how the organization operates and what matters most to its success.
  • Communication & Influence – Communicate effectively across business and IT, translating context into actionable insight.
  • Strategic Thinking – Connect day-to-day support observations to longer-term improvement opportunities.
  • People Leadership – Develop teams that are credible, professional, and business-aware.

• Bachelor’s degree in Information Technology, Business Administration, or related field
• 9–11+ years of experience in IT user support or service delivery leadership
• Experience operating in complex enterprise environments with multiple IT functions
• ITIL, PMP, SAFe, or similar certifications preferred
• Or equivalent combination of education and experience

Knowledge, Skills & Abilities

• Strong understanding of end-user support, IT service management, and enterprise platforms
• Demonstrated ability to gather, synthesize, and communicate business requirements and challenges
• Excellent interpersonal and relationship-building skills
• Data-driven approach to identifying trends and improvement opportunities
• Comfortable influencing without direct authority

Clear Role Signal

This role exists to:

• Understand the business deeply
• Advise thoughtfully
• Influence enterprise solutions through insight and partnership

It is not a gatekeeper, intake coordinator, or shadow product function.

This position can be performed remotely or from any U.S. location where Gilbane has an office. Salary to be determined based on factors such as geographic location, skills, education, and/or experience of the applicant, as well as the internal equity and alignment with the team.

The pay ranges from $125,000-$200,000 plus benefits and retirement program.

Gilbane offers an excellent total compensation package which includes competitive health and welfare benefits and a generous profit-sharing/401k plan. We invest in our employees’ education and have built Gilbane University into a top training organization in the construction industry. Qualified applicants who are offered a position must pass a pre-employment substance abuse test.