Dir IT Sys Design & Dev - 90339230 - Philadelphia

Date: Aug 4, 2022

Location: Philadelphia, Pennsylvania, US, 19104

Company: Amtrak

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Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority and the success of our railroad is the result of our employees.

Are you ready to join our team?

Our values of Do the Right Thing, Excel Together and Put Customers First are at the heart of what matters most to us, and our Core Capabilities, Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security are what every employee needs to know and do to be most impactful at Amtrak.



The Director oversees one or more IT Technology Operations Service Offerings end to end which cares for the needs of internal or external customers within Amtrak. In certain cases, the Director will own technology operations IT Services as well. This role owns the CapEx and OpEx budget associated with their Service Offerings / Services and ensures optimum utilization of investment against the company priorities.


The Director- DT System Design & Development of Train Control Systems supports, plans, directs, and oversees one or many IT operational activities that cover IT Service Management, Data Center operations, servers, networks, and related security. The Director has a broad set of responsibilities covering virtually every aspect of IT infrastructure and business operations. The Director will manage internal as well as vendor teams to support maintenance or enhancement of infrastructure and operations. 


The position acts as an IT Service Offering lead and is the single point of contact (SPOC) in front of the customer for all aspects of a service offering.  It is accountable for ensuring that a service offering is managed with a business focus. The role is responsible to the customer for the initiation, elaboration, construction, transition and ongoing maintenance and support of technology operations service offerings. The Director is accountable to the IT Technology Operations Service Owner for the Service Offerings and IT executive leadership for the performance of any assigned dedicated Service Offering / Service (including financial performance). Responsible for producing and maintaining documentation and materials regarding the Service Offering/Service.


  • Evaluates the effectiveness of technology service operations and drives continuous process improvements; implements service level agreements, metrics, and key performance indicators to measure operations, process adjustments, and/or system enhancements working cross-functionally as appropriate, to ensure customer satisfaction meets or exceeds expected service levels; and improves business relationships with customers.
  • Responsible for creating an integrated information technology operation plan to support one of more IT Services / Service Offerings.
  • Develops and owns technology operations service offering definition, and service offering design partnering with business owners and architecture. Ensures adoption of services/service offering within the IT service catalog.
  • Manages client engagements and service agreements on service offerings.
  • Responsible for planning service offering/service budget across both CapEx and OpEx vectors. Track budget and takes appropriate steps to stay within budget.
  • Oversees service offerings and corresponding service delivery teams. Responsible for delivering service offerings to business/clients.
  • Manages programs through end-to-end delivery. Leads Design, build, and test of solutions for service offering effectiveness.
  • Manages service offering deployment and operations in conjunction with the Tech Ops team.
  • Responsible for managing risk and security within the service offerings in partnership with the CISO and the Risk and Compliance teams.
  • Implements robust, customer-focused support models; and oversees a team that defines, implements, and enforces service level agreements and procedures to better service end users.
  • Partners to ensure IT Service Management processes, operational level agreements, and underpinning contracts are appropriate for the agreed service level targets. Provides advice and counsel to the vendor relationship decision making and contract development processes.
  • Provides leadership in continuous service/service offering improvement. Ensures service provider performance is reviewed and that contract managers are notified when necessary.
  • Meets regularly with team to gather work statuses. Discuss work progress and obstacles. Provides advice, guidance, encouragement, and constructive feedback. Ensures work, information ideas, and technology flow freely among the section.
  • Establishes measurable individual and team objectives that are aligned with business and organizational goals. Documents and presents performance assessments. Recognizes and rewards associates commensurate with performance. Implements organizational practices for staffing, Equal Employment Opportunity (EEO), diversity, performance management, development, reward and recognition, and retention.
  • Ensures staff has the resources and skills needed to support all work initiatives. Forecasts new skill requirements based on emerging technologies. Participates in IT workforce deployment activities.
  • Generates appropriate communication, process, and educational plans for mitigating the disruption of change. Develops timelines and action steps for anticipating and framing the type of change.
  • Functions as the SPOC for all supported systems within the Train Control Group- PTC (IETMS, ITCS, and ACSES) and ET-SCADA.
  • Partners with the Business stakeholders to align Digital Technology vision and roadmaps to ensure sound technology partnership and effective future planning.
  • Responsible for all aspects of delivery for portfolio of Capital funded technology projects related to Train Control Systems.



  • Bachelor’s Degree in Computer Science, Information System or related field with 13+ year’s relevant experience or equivalent work experience.
  • 12 to 15 years of relevant technical and business managerial experience. Proven experience in managing diverse teams of 10 to 15 employees and contractors.
  • Client expectation management, program management, financial management and technology product delivery experience are required.
  • Strong Agile delivery experience.
  • Proven experience with API’s, DevOps and lean development practices.
  • Prior experience in developing and deploying applications in Cloud based platforms such as AWS, Azure, Salesforce, MuleSoft and other Native Cloud platforms.
  • Technical and/or ITIL, or equivalent Certifications.
  • Must have expert knowledge as described in amendment.
  • Requires leadership experience in managing cross-functional teams and influencing executive level management and key stakeholders.
  • Requires demonstrated ability to launch and deliver multiple, concurrent IT projects on time and within budget.
  • Must possess strong communication and interpersonal skills, work well with others in an integrated team environment, and must be self-motivated.


  • Master’s Degree in Computer Science, Engineering, Business Management or similar relevant field.
  • Experience working in large complex companies that heavily rely on real time 24x7 IT operations to successfully service external customers.
  • May require travel up to 30% of the time 
  • Requires on-call status



  • Must have excellent oral and written communication skills.

Requisition ID:112321
Posting Location(s):Pennsylvania
Job Family/Function:Information Technology 
Relocation Offered:No 
Travel Requirements:Up to 25% 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use.  Candidates who engage in the usage of marijuana will not be qualified for hire.   Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation.  Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine.

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.

POSTING NOTES: Information Technology || Information Technology