Director of IT Operations

The Senior Director of IT Operations is a strategic, transformative technology leader responsible for the operational excellence, reliability, and scalability of IT services across a large, complex academic medical center with more than 50,000 employees, multiple hospitals, and two premier medical schools., IT Service Management & Service Experience Leadership

• Owns and matures enterprise ITSM processes including Incident, Problem, Change, Request, Knowledge, Asset, and Configuration Management.
• Develops a unified service experience strategy that increases resolution speed, enhances transparency, and improves customer satisfaction across clinical, administrative, and academic constituencies.
• Leads transformation of the ITSM platform (e.g., ServiceNow or equivalent) to deliver intelligent automation, workflow orchestration, and integrated operations.
• Establishes KPIs and operational scorecards that drive continuous improvement and service excellence.

IT Service Desk & End-User Support

• Provides executive leadership for the enterprise Service Desk supporting a diverse workforce operating 24x7.
• Drives the evolution of the Service Desk from traditional support to a modern, self-service-first, knowledge-enabled capability.
• Leads the development and governance of a high-quality, searchable enterprise IT knowledge base with AI-supported content management and continuous improvement.
• Ensures consistent, empathetic, and high-quality customer engagement across all support tiers.

24x7 Network Operations Center (NOC)

• Oversees a mission-critical NOC responsible for real-time monitoring of networks, data centers, cloud environments, clinical systems, medical devices, and enterprise applications.
• Ensures proactive detection, triage, and escalation of anomalies before they impact patient care or operations.
• Directs major incident management, including escalation, communication, root-cause facilitation, and executive reporting.
• Establishes measurable targets to minimize Mean Time to Detect (MTTD), Mean Time to Respond (MTTR), and Mean Time to Repair (MTTR).

Operational Reliability & Technology Governance

• Partners closely with cybersecurity, application, infrastructure, and clinical technology teams to ensure high availability of mission-critical systems.
• Develops and enforces operational standards, run-books, and governance frameworks required for a highly regulated healthcare environment.
• Ensures operational readiness for system upgrades, technology deployments, and major infrastructure changes.

Leadership, Strategy & Culture

• Leads a large team of managers, engineers, analysts, and technicians, fostering a culture of accountability, innovation, and customer focus.
• Partners with clinical, academic, and administrative leaders to ensure IT operations align with organizational priorities.
• Manages budgets, vendor relationships, contracts, and service-level agreements (SLAs) to deliver high-value services.
• Champions a culture of continuous learning across the IT Operations organization.

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• 10+ years of progressive IT operations leadership experience, including large-scale clinical, academic, or enterprise environments.
• Proven experience managing and modernizing ITSM platforms and service capabilities.
• Demonstrated success leading 24x7 operational teams and mission-critical support functions.
• Strong knowledge of ITIL, operational monitoring tools, automation platforms, and modern service desk practices.
• Exceptional communication and leadership skills with the ability to influence at the executive level.

Preferred

• Master's degree (MBA, MHA, MS in IT or related field).
• ITIL v4 certification or equivalent.
• Experience in healthcare delivery organizations or academic medical centers.
• Experience with AIOps, predictive analytics, and workflow automation technologies.

Key Competencies

• Strategic Thinking & Vision
• Service Excellence & Customer Empathy
• Operational Discipline
• Crisis Leadership & Decision-Making
• Continuous Improvement Mindset
• Talent Development & Organizational Leadership
• Collaboration Across Complex Stakeholder Environments

Join a healthcare system where employee engagement is at an all-time high. Here we foster a culture of respect, belonging, and inclusion. Enjoy comprehensive and competitive benefits that support you and your family in every aspect of life. Start your life-changing journey today.

Please note that all roles require on-site presence (variable by role). Therefore, all employees should live within a commutable distance to NYP.

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• 2026 America's Greatest Workplaces for Culture, Belonging & Community - Newsweek
• 2026 Best Places to Work in IT - Computerworld
• 2025 Great Place to Work Certified
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• 2025 Companies that Care - People
• 2025 America's Greatest Workplaces for Mental Well-Being - Newsweek

NewYork-Presbyterian Hospital is an equal opportunity employer.

Salary Range:

$245,000-$305,000/Annual