Sr. Director, IT Client Success - UHealth

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The Department of Information Technology has an exciting opportunity for a full-time Sr. Director, IT Client Success- UHealth IT. The Sr. Director, IT Client Success has overall responsibility for the delivery, management, and improvement of IT client support services – including the IT Helpdesk, IT Training, and IT Human Capital Management – to support UHealth enterprise user needs. The Sr. Director, IT Client Success is responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.

• Be the voice of the UHealth IT customer inside of UHealth IT.

• Establish the metrics, processes, and roadshow content to enable UHealth IT to provide WOW IT Services and Support.

• Has exposure to all facets of the IT organization – technologies, projects, strategies, and operations.

• Builds strong relationships with stakeholders and clients to ensure satisfaction of product/technology service and gain knowledge of opportunities for improvement, ensuring the highest ROI for the health system.

• Contributes directly to the strategy, development, and quality of IT Service Management and UHealth IT’s service delivery capability.

• Active stakeholder and driver in underlying operations process and infrastructure to direct continuous improvements across the supporting teams to meet existing customer Service Level Agreements (SLAs), and Operating Level Agreements (OLAs), and compliance requirements.

• Creates, monitors, and reports on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.

• Owns and leads the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and client satisfaction.

• Creates policies and procedures that optimize the stakeholder and client experience.

• Participates in and leads client focus groups to ensure IT’s services are well received and improve how clients use our technology.

• Develops both short- and long-term service and process goals and maturity levels to be achieved over the specified time period.

• Partners and collaborates with other teams to deliver a holistic IT Service Management program with a coordinated set of continuous improvement initiatives.

• Works within the management structure to provide thought leadership on ITIL process development, the current position, roadmap, and strategic direction.

• Oversees the client relationship between IT and the help desk vendor partner – CareTech.

• Oversees the IT Training Department - managing time off, performance evals, etc.

• Creates and maintains the new UHealth IT staff onboarding process.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

MINIMUM QUALIFICATIONS:

• Master’s degree in Information Technology, Information Systems, Computer Science, or related field is preferred; however, will accept experience in lieu of education, as noted below.

• With Bachelor’s degree, minimum 5 years of relevant experience required. Without Bachelor’s degree, minimum 11 years of relevant experience required. 

• Excellent communication skills (both verbal and written) including the ability to communicate ideas in both technical and end-user friendly language.

• Service, project, and results-orientation with strong analytical and problem-solving skills.

• High-energy work ethic, ability to establish vision, drive change, and deliver results.

• Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.

• Knowledge of developing and managing SLAs, KPIs, and critical success factors for IT services, processes, operations, and work environments.

• Knowledge of developing and managing continuous improvement programs.

• Well-organized, with a high attention to detail and ability to pr