Senior IT Strategy & User Support Partner

Gilbane Building; Orlando (FL); On-site; USD 110,000 - 140,000; Full time

Job summary

Gilbane Building seeks a Senior Technology Business Partner to lead User Support as a consultative IT service organization. You will understand business workflows, act as a trusted internal IT consultant, and ensure service outcomes align with enterprise strategy.

This role partners with corporate IT to deliver scalable solutions and drive continuous improvement. The position emphasizes business understanding, cross-functional collaboration, and modernization of support delivery using ServiceNow

Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or related field.
• 9–11+ years of 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.

Responsibilities

• Understand business workflows, operational challenges, and technology pain points
• Build trusted relationships with business leaders and stakeholders
• Act as consultative advisor to clarify problems and set expectations for technology enablement
• Collaborate with corporate IT (Applications, Infrastructure, Security, Product Management) to inform solution design and prioritization
• Oversee end-to-end user support services including incident, request, and problem management
• Identify opportunities to automate, reduce manual effort, and improve user experience
• Define and track service metrics reflecting business impact and user experience
• Communicate enterprise technology changes and new capabilities to business partners
• Lead and develop User Support Managers and Specialists
• Align User Support priorities with IT and enterprise strategy
• Travel up to 20% to support sites and stakeholders

Skills

IT leadership

ITIL

Business acumen

Stakeholder management

Communication

Data-driven

Travel willingness

Education

Bachelor's degree in Information Technology, Business Administration, or related field

Tools

ServiceNow

Automation tooling

Job description

Gilbane Building seeks a Senior Technology Business Partner to lead User Support as a consultative IT service organization. You will understand business workflows, act as a trusted internal IT consultant, and ensure service outcomes align with enterprise strategy.

This role partners with corporate IT to deliver scalable solutions and drive continuous improvement. The position emphasizes business understanding, cross-functional collaboration, and modernization of support delivery using ServiceNow