Dir, IT Serv Delivery - IT Infrastructure - Full Time (On-site)

Summary:

The Director of IT Service Delivery is responsible for providing quality, strategy, and direction of IT Service Management throughout The Guthrie Clinic (TGC). This position involves ensuring the implementation of a modern IT Service Management (ITSM) framework and continuously improving service delivery processes to enhance efficiency and customer satisfaction. The Director provides overall leadership and direction of the TGC ITSM processes (change management, asset management, configuration management, incident management, knowledge management, problem management) and the overall CMDB in accordance with ITIL or industry best practices and frameworks. The Director also plans, directs and manages the activities of the Enterprise Operations Monitoring (EOM) department as well as manages the disaster recovery and business continuity plans for IT. Plays a critical role in the planning and delivery of ITSM and EOM processes in collaboration with vendors, application owners, technology and infrastructure to ensure IT services meet or exceed customer expectations and achieve the necessary benefit to support the needs of TGC. Develops departmental goals and objectives to ensure that TGC ITSM processes are aligned with business objectives and periodically updated to maintain compliance with changes to ITIL best practices. Develops, maintains and manages departmental operating and capital budgets and plans including variance reporting. Contributes as a part of the IT leadership team, supports and mentors staff, and is accountable for key initiatives within the IT strategy.

Experience:

1. Minimum of ten (10) years of IT leadership experience with at least five (5) years in healthcare.
2. Highly experienced senior level information systems professional with a strong technical background and proven track record of accomplishments in a large, complex multi-level organization.
3. Industry process certifications such as ITIL or Six Sigma preferred. 
4. A track record of successfully implementing IT strategies at an enterprise level, including the selection, implementation, operation, and maintenance of large-scale systems over multiple hardware and software platforms.
5. Strong knowledge of healthcare information systems (e.g., Epic, Cerner), cybersecurity and clinical operations.
6. Prior experience delivering high availability systems in a 24/7 environment across geographically dispersed business units.
7. Expertise in digital health solutions, including telehealth, AI, patient engagement, and cloud technologies.

• Experience in service management, CMDB, monitoring, operations, disaster recovery, business continuity planning and cloud computing.

1. Demonstrated ability to facilitate evaluation of technologies and achieve consensus on technical standards and solutions among a diverse group of information technology professionals.
2. A proven track record of motivating and managing diverse technical staff and resources in multiple projects through all life-cycle phases, while establishing direction and standards and maintaining a high level of user trust and confidence in the group’s knowledge of and concern for users’ business needs.
3. Demonstrated commitment to customer service who has provided responsive and effective support, developed solid working relationships with customers, and delivered high quality, value-added services that met/exceeded customer expectations. 
4. A strong business orientation with the ability to balance good judgment with bottom-line business orientation to systems technology that supports return-on-investment decisions.
5. A technically strong individual with a broad and deep knowledge of service management, CMDB, monitoring, operations, disaster recovery, business continuity planning and cloud computing.
6. Polished professional with demonstrated information technology experience and strong communication skills that can rapidly gain and maintain credibility with customers and IT colleagues.
7. An innovative thinker who understands the practical application of technology and is able to plan for systems today that will carry the organization into the future. 
8. Thoroughly understands hospital operations, anticipates needs, and pursues effective and efficient solutions.  Able to translate information technology jargon into terms understandable by all audiences.
9. Experience managing service level agreements in either an insourced or outsourced professional services op