Director of IT Service Excellence
Role details
Job location
Tech stack
Job description
The Director, Tech Service Excellence is accountable for leading the operational run activities associated with the ServiceDesk and service excellence, level 1 and 2 operations, including monitoring and performance engineers. This position also oversees the Workflow function and all aspects of data exchange and workflow to and from partners and business units to successfully run the services and business. Ensures the confidentiality of and that the data is secure and accurately documented and controlled. In addition, oversees the Service Management function, which manages the core service management platform that tracks all incidents, problems, requests, changes and resources tied to achieving enterprise goals. Lastly, this role will manage Asset Management and End User Computing functions.
A key element of the role is working across all lines of business including executive leadership to determine acceptable levels of supportability and responsiveness within the organization. The individual will be required to work closely with Tech leadership to assure the vision and mission aligns with other strategic initiatives. Additionally, it will be critical to foster many external relationships with operational support vendors, along with product/software vendors who are critical in supporting the overall mission. The Director develops and directs department strategies and staff, and identifies, develops, implements and maintains processes across the organization to delight the customer and deliver high quality customer satisfaction. The role will require someone who can work with cross functional teams, collaborate with others, a strong communicator, strong leadership skills, good problem solver, and ability to lead during high stress situations.
Key Accountabilities
Management and Leadership
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ServiceNow Platform Leadership
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Oversee the development, configuration, and optimization of the ServiceNow platform
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Collaborate with stakeholders to automate workflows and enhance user experience
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Ensure platform governance, scalability, and integration with other enterprise systems
Service Desk & VIP Support
- Manage the relationship with the managed service provider (MSP) for the IT Service Desk
- Ensure high-quality, responsive support for all users, with tailored services for executive and VIP users
- Monitor service desk performance and drive continuous improvement initiatives
End User Computing & Asset Management
- Lead the strategy and operations for end-user devices, software deployment, and desktop engineering
- Oversee IT asset lifecycle management, including procurement, inventory, compliance, and disposal
- Ensure secure, efficient, and user-friendly computing environments
Collaboration & Productivity Tools
- Manage the administration and support of Microsoft 365 (O365) services including Exchange, Teams, SharePoint, and OneDrive
- Promote adoption and effective use of collaboration tools across the organization
Data Exchange & Integration
- Oversee Managed File Transfer (MFT) and EDI platforms to ensure secure, reliable, and compliant data exchange with internal and external partners
- Collaborate with business and technical teams to support integration needs and resolve issues
Strategy and Organization Management
- Service Management & Process Excellence
- Lead the design, implementation, and continuous improvement of ITIL-based processes (e.g., Incident, Problem, Change, Request, Knowledge, and Configuration Management)
- Ensure process compliance, efficiency, and alignment with business goals
- Drive service maturity and performance through KPIs, SLAs, and customer satisfaction metrics
- End User Computing & Asset Management (Strategic elements)
- Lead the strategy for end-user devices and desktop engineering
- ServiceNow Platform Leadership (Strategic elements)
- Ensure platform scalability and integration with enterprise systems
Customer Service and Service Excellence Management
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Service Desk & VIP Support
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Ensure high-quality, responsive support for all users
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Provide tailored services for executive and VIP users
Service Management & Process Excellence
- Drive service maturity and performance through customer satisfaction metrics
Collaboration & Productivity Tools
- Promote adoption and effective use of collaboration tools across the organization
Requirements
- Bachelor's degree or equivalent experience in a related field
- 10+ Years of work experience
- 5 years of leadership experience
Preferred Qualifications
The individual performing in this role will be a seasoned leader with deep experience in executing long-term, cross-functional initiatives that have a significant operational effect on the business. Necessary skills include:
- Experience leading multi-year, large scale technology programs with a budget of -$10 -20 million (or more),
- Proven management skills and an ability to effectively communicate technical and security-related concepts to a broad range of technical and non-technical staff
- Ability to provide strategy planning for area of oversight
- Ability to work and effectively prioritize in a highly dynamic work environment with experience in a health care environment preferred
- Strong project management skills with proven successful leadership in organization - wide implementation
- Ability to understand federal and state laws and regulations addressing security, confidentiality, and privacy of health information
- Excellent written and oral communication skills with strong ability to drive organizational change
Benefits & conditions
401(k), The full salary grade for this position is $130,300 - $223,400. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $130,300 - $195,510. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.
