This is an ON-SITE position located in Sayre, PA.

 

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:

Minimum of ten (10) years of IT leadership experience with at least five (5) years in healthcare. 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. Industry process certifications such as ITIL or Six Sigma preferred.  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. Strong knowledge of healthcare information systems (e.g., Epic, Cerner), cybersecurity and clinical operations. Prior experience delivering high availability systems in a 24/7 environment across geographically dispersed business units. 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. Demonstrated ability to facilitate evaluation of technologies and achieve consensus on technical standards and solutions among a diverse group of information technology professionals. 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. 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.  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. A technically strong individual with a broad and deep knowledge of service management, CMDB, monitoring, operations, disaster recovery, business continuity planning and cloud computing. Polished professional with demonstrated information technology experience and strong communication skills that can rapidly gain and maintain credibility with customers and IT colleagues. 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.  Thoroughly understands hospital operations, anticipates needs, and pursues effective and efficient solutions.  Able to translate information technology jargon into terms understandable by all audiences. Experience managing service level agreements in either an insourced or outsourced professional services operation.

 

Education:

Bachelor’s degree in Information Technology, Computer Science, Healthcare Administration or related field strongly desired or an equivalent combination of education and experience. Master’s degree preferred

Licenses

Essential Functions:

Directs, plans, and manages the activities of the IT Service Management and Enterprise Operations Monitoring departments. Works in collaboration with other TGC IT departments supporting information systems to assure continuous operation of all enterprise-wide business critical systems. Develop and implement a modern ITSM framework, including processes for incident management, problem management, change management, asset management and service request fulfillment.  Participates in TGC initiatives providing leadership and guidance on technology standards, implications, and investments to align service delivery with overall IT strategy and business objectives.  Anticipates and provides solutions for complex problems and issues, recommends upgrades and enhancements.  Rapidly absorbs complex technical and conceptual information to identify issues and implications.  Able to present understandable alternatives to both technical and non-technical individuals at all levels of the organization. Drive continuous improvement initiatives by monitoring industry trends, maintains knowledge of developments in service management, CMDB, monitoring, operations, disaster recovery, business continuity planning and cloud computing. Maintain current working knowledge of IT best practices and innovative solutions within both healthcare and industry.  Identifies leading edge technologies for potential early adoption that will result in service differentiation and create competitive advantage. Collaborates with other TGC IT departments, TGC management and business leaders assisting in the evaluation and validation of emerging technologies. Identifies strategies to mitigate risk associated with leading edge technologies. Provides leadership to ensure appropriate technology use, standards and policies. Provides efficient, cost-effective technology services for service management, CMDB, monitoring, operations, disaster recovery, business continuity planning and cloud computing. Benchmark, analyze report on, and make recommendations for the improvement of IT service management, monitoring and operations systems to achieve an optimal balance of cost and service. Promotes the use of TGC’s PMO methodology and standards to manage IT initiatives. Participates in the development and implementation of TGC’s business/disaster recovery plan. Facilitate periodic business recovery tests to ensure that plans are current and effective. Participates in other TGC emergency preparation and testing as required. Demonstrates commitment to customer service by providing responsive and effective support, developing solid working relationships with customers and IT colleagues, and delivering high quality, value-added services that exceed customer expectations.  Manages relationships with hardware/software vendors and other suppliers of information systems related to products and services. Negotiates service level agreements with preferred vendors. Develops and monitors capital and operating budgets and three-year financial plan.  Identifies opportunities to leverage economies across TGC. Develops and maintains policies and procedures and assures compliance with legal and regulative issues (JCAHO, HIPAA, and HITRUST). Balances resources to ensure that support services are effectively delivered, and projects are completed on time and within budget.  Secures external resources as required. Recruits and develops staff to create a high-performing IT Service Management organization capable of supporting current systems while leveraging next generation technologies. Demonstrates a commitment to excellence in Customer Service with all internal and external customers of TGC. Exhibits a customer/supplier philosophy that emphasizes both internal and external relationships; identifies both customer and supplier needs/expectations and strives to exceed them. Consistently enforces the critical importance of supporting patient care. Demonstrates responsibility for ongoing personal development, professional growth, and continuing education. Ensures that routine and priority tasks are completed within established departmental time frames. Recruits, orients, and manages staff required to meet strategic and operational objectives. Ensures that staff receive appropriate career development opportunities. Counsels and coaches staff to improve performance and foster personal growth.  Conducts regular performance appraisals and recommends appropriate personnel actions. Creates a team oriented, professional work environment providing the requisite challenges to retain talented IT professionals.  Willingness to travel between sites in the TGC Pennsylvania/New York regional footprint (Sayre, Towanda, Troy, Corning, Cortland, Binghamton, etc.) Performs related duties as assigned and unrelated duties as requested.