Service Integration & Management Service Operations Director

Details

• Location: Remote
• Department: Technology Business Operations
• Schedule: Full time

Benefits

Responsibilites

• Directs development and management of service management processes including, but not limited to:

❖ Incident Management

❖ Problem Management

❖ Change and Release Management

❖ Knowledge Management

• Develop performance measures and consistently report metrics results across Ascension landscape; identify and solution improvement opportunities
• Continuously analyzes processes to determine gaps and identifies solutions to close said gaps
• Maintain a broad understanding of various technologies utilized in Ascension Technologies’ environment inclusive of infrastructure and applications
• Promote and champion the benefits of Incident, Problem, Change, Release and Knowledge Management processes
• Ensures each process integrates effectively and efficiently with other existing business and IT processes
• Develop, implement and monitor metrics for process effectiveness and efficiency, ensuring smooth integration between all key stakeholder groups at a process, people and tool level
• Provide direction and goal setting on strategy and operations
• Manages assignments for installations, conversions and upgrades, and develops implementation plans that ensure minimal impact on end users.
• Plans, organizes and directs all activities related to staffing, including hiring, orienting, evaluating, disciplinary actions and continuing education initiatives.
• Develops departmental goals, plans and standards consistent with the technological, clinical, administrative, legal and ethical requirements/objectives of the organization.
• Provide tactical and strategic recommendations based on Service Operations key performance measures.
• Manages multiple projects, often through subordinate project managers. Ensuring resources and organization structure are in place and operating effectively; and anticipating conflicting needs and proactively resolving them.
• Evaluate and address the financial, cultural, technological, organizational and people issues that may need to be addressed as a result of a proposed process change
• Direct the centralized IT service operations organization. As a leader directing process owners, cultivate a culture of team member empowerment and engagement. Constantly strive to ensure that each team member acts at top of license to bring their best talents to the delivery of training services
• Report and present results and findings, as well as actionable recommendations to senior leadership
• Collaborates on needs analysis for customer service, upgrades or changes to systems. Recommends cost-effective hardware/software solutions.
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders
• Directs, develops, and presents to management various analyses that include organization, systems, feasibility and cost/benefit studies, implementation plans.
• Develop and drive implementation of the Service Operations, tools and automation and associated business processes across the AT organization
• Foster productive partnerships with internal service delivery teams and MSPs to ensure that the service management processes are adhered to and meets Ascension’s explicit and implicit expectations
• Exercises judgment and influence on key technical decisions, standards, policies, environment selection, architecture, data flows and technical solutions.
• Oversee efforts to build organizational understanding of each process (e.g., purpose, outcomes, expected impact, rationale and need)
• Mentor, define and coordinate day-to-day responsibilities for junior staff reporting to this function

• Prepares departmental budgets and ensures the department operates in compliance with allocated funding. Coordinates and directs internal/external audits.

• Establishes strategic direction and oversight in order to ensure that technology resources will be optimized and expenses managed.
• Develops partnership with senior management. Works with other senior managers and senior users in strategic technology issues.
• Directs and evaluates all departmental activities including research, design and development of new technologies, service level determination and complaint management.

• Does not equate busy with effective and places a higher value on initiatives with potential for a greater impact and return
• Builds trust upstream (e.g., IT governance) and downstream (e.g., service providers)
• Builds effective relationships with partners and vendors to understand and commit to Ascension’s organizational goals; fosters goodwill and collaboration amongst teams and leads by example
• Communicates and interacts effectively at various levels of the organization including senior leadership, business stakeholders and technical subject matter experts
• Considers novel ideas and thinks outside the box
• Instills a sense of urgency in driving to completion; escalates issues as needed with MSPs, vendors, internal IT teams and senior leadership
• Adjusts and modifies approach based on circumstances
• Embraces change and is not limited to past or current thinking; willing to try new methods
• Writes clearly and succinctly in a variety of communication settings and styles while tailoring the messaging based on audience
• Facilitates resolution of issues through creative solutioning, open exchange of information and viewpoints and influence; uses negotiation skills when appropriate

Requirements

• High School diploma equivalency with 5 years of applicable cumulative job specific experience required, with 2 of those years being in leadership/management OR Associate's degree/Bachelor's degree with 3 years of applicable cumulative job specific experience required, with 2 of those years being in leadership/management.

Additional Preferences

• 2 years of leadership or management experience required.
• Hands on experience leading Lean Six Sigma/LEAN projects preferred
• Lean Six Sigma Black Belt or Master Black Belt certification preferred LEAN certification preferred
• 5 years of experience required.
• Healthcare provider industry experience preferred
• Demonstrated prior experience in developing and governing itil based processes in a multi-vendor environment preferred
• ITIL certification higher than foundation level (e.g., intermediate, expert, master) preferred
• Demonstrated ability to translate ITIL principles into practice preferred
• Experience consulting in large complex organizations preferred
• 10 years of experience preferred.
• 5 years of leadership or management experience preferred.

Why Join Our Team

Equal Employment Opportunity Employer

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