Associate Director of IT Service Delivery

Reporting to the FPI Chief Information Officer, the Associate Director of IT Service Delivery provides executive leadership, strategic direction, and operational oversight for all enterprise IT support services across FPI. This role is accountable for the design, governance, and continuous improvement of IT service delivery capabilities, ensuring alignment with organizational goals, regulatory requirements, and formal Service Level Agreements. The Associate Director leads a multi tiered support organization, establishes enterprise service delivery standards, and drives the adoption of best practice frameworks such as ITIL, LEAN, and/or Six Sigma. The position is responsible for developing long range service strategies, optimizing resource models, and ensuring consistent, high quality support for clinical and administrative environments. The Director collaborates extensively with UM IT groups, executive stakeholders, and operational leaders to ensure service excellence, operational resilience, and scalable support models for emerging technologies and new client groups.

ESSENTIAL FUNCTIONS

• Provides executive leadership to the IT Service Delivery organization, including workforce planning, performance management, succession planning, and organizational development.
• Ensures enterprise-wide compliance with service level standards, oversees SLA governance, and delivers reporting and analytics to CIO leadership and key stakeholders.
• Establishes, approves, and enforces enterprise support policies, procedures, and operational standards to ensure consistent, high-quality service delivery across all teams and locations.
• Oversees staffing models, scheduling strategies, and resource allocation to ensure adequate coverage for business hours, after-hours support, and major incident response.
• Monitors enterprise service performance, evaluates ticket trends, and ensures timely resolution of escalated issues through structured Tier 2/Tier 3 escalation pathways.
• Directs major incident management and problem management processes, ensuring rapid service restoration and root-cause analysis using LEAN, Six Sigma, and other quality frameworks.
• Identifies systemic issues and recurring trends, ensuring permanent solutions are implemented and knowledgebase documentation is continuously improved.

Do you have experience in Telephone systems?, Do you have a Master’s degree?, * Bachelor’s degree in Information Systems, Computer Science, Business, related field, or equivalent work experience; Master’s degree preferred

• Seven to ten years of progressive IT leadership experience, including management of enterprise service delivery teams
• At least four years of experience supporting healthcare, academic medicine, or complex regulated environments
• Demonstrated experience with: o Microsoft enterprise infrastructure
• ITIL frameworks and service management platforms
• Call center technologies and multi tier support models
• EpicCare, or similar clinical systems
• Proven track record of leading large teams, driving service transformation, and managing complex operational environments