Business Office Integration Tower Director (ServiceNow/Power BI)

Location: Rockville, Maryland, or Austin, Texas, United States. Hybrid schedule with a minimum of 2 days per week in the office; travel may be required based on customer mission needs.

Salary: $150,546–$225,875 per year, with possible additional compensation.

Company

Provides technology and infrastructure services for government and mission-driven customers, including the Department of Veterans Affairs.

What you will do

• Lead contractor-side customer-facing service delivery across project management, infrastructure intake, ServiceNow, Power BI, customer outreach, communications, and technical documentation.
• Oversee infrastructure project portfolios from initiation through closeout, including data center and workload migration, optimization, and closure.
• Direct centralized intake, requirements analysis, workload placement proposals, security and accessibility validation, and cost and resource estimates.
• Manage ServiceNow and Power BI development using Agile, Waterfall, or hybrid delivery methods while reducing technical debt.
• Lead customer experience programs using NPS, CSAT, Voice of the Customer briefs, and engagement dashboards.
• Present performance trends, risks, recommendations, and decision-ready status updates to executive stakeholders.

Requirements

• 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 and customer experience or business relationship management programs with NPS and CSAT measurement.
• Experience overseeing ServiceNow or equivalent and Power BI development using Agile, Waterfall, or hybrid methods.
• Working knowledge of cloud, containerized, and on-premises hosting environments.
• Strong executive communication skills and the ability to present to large audiences.
• Bachelor’s degree in business, information systems, information technology, or a related field; 16 years of relevant experience may substitute. Must be able to obtain and maintain Tier 4 / High Risk personnel suitability, credentials, system access, and required training.

Nice to have

• Department of Veterans Affairs, federal, healthcare, regulated, or mission-critical infrastructure experience.
• Master’s degree, PMP, SIAM, or ITIL 4 certification.
• Knowledge of Section 508, federal accessibility standards, fee-for-service or cost-recovery funding models, and government-facing performance programs.
• Experience with responsible AI and machine learning governance or predictive service-management use cases.

Culture & Benefits

• Mission-driven work supporting customers who served in the military.
• Learning, training, certification, and internal mobility opportunities.
• Healthcare benefits, healthcare and flexible savings accounts, paid time off, paid holidays, and paid life insurance.
• Short- and long-term disability coverage, 401(k) match, tuition reimbursement, employee assistance, and military leave.