Service Delivery Director

Company: Ascension Health Alliance
Location: Glendale
Posted on: September 12, 2020

Job Description:

Join a team that is transforming healthcare delivery with technology!

At Ascension, we are working hard to change the way healthcare is delivered - to be more person-centric, caregiver-friendly, insight-led and digital-first. We are doing this by bringing modern architecture, design thinking, advanced analytics, and automation to healthcare. In order to achieve our vision, we are in the process of building a world class technology team in an environment that inspires innovation, creativity and bold aspirations. We are looking for proven Health Information Technology (HIT) leaders and thinkers to help build and lead an extraordinary team that has the potential to change healthcare at one of the largest mission-driven healthcare institutions in the country, and set the tone for the future of the industry itself.

Why Join Ascension?

Ascension Technologies leverages technology to create collaborative solutions that improve everyday health decisions. The technology enables seamless access to data across all applications transforming the customer experience when interacting with technology and enhancing our ability across Ascension to better serve communities with greater agility and responsiveness. It is used to provide insightful use of automation and data-driven improvements to enhance the provider, patient and consumer experience as well as keeping cybersecurity with a strong posture to protect data and other valuable assets.

Ascension is a faith-based healthcare organization dedicated to transformation through innovation across the continuum of care. As one of the leading non-profit and Catholic health systems in the U.S., Ascension is committed to delivering compassionate, personalized care to all, especially to those most in need. In FY2018, Ascension provided nearly $2 billion in care of persons living in poverty and other community benefit programs.

What You Will Do

Ascension is looking for leaders who have experience helping customers solve large-scale problems with technology. The Service Delivery Director (SDD) drives strategic alignment within assigned ministries and implements the technology needs of the enterprise.

Lead the technical implementation and support of solutions and service offerings to meet strategic market needs. The following areas are included:

Network

Telecommunications

Desktop support and maintenance

End user support

Identify opportunities and design new approaches.

Cultivate relationships with operational stakeholders.

Lead new ways of monitoring and managing team outcomes.

Develop strong, collaborative relationships with Clinical Informatics and Account Management teams.

Oversee the delivery of ministry strategies for new and existing programs and systems to align with product and service standards.

Assist with the prioritization and ensures the delivery commitment based on capacity and business value to the organization.

Oversee 100% of the service requests, incidents and problems.

Manage and coordinate urgent and complicated support issues.

Act as an escalation point for all requests and incidents.

Develop a mature phone/ticket escalation process to ensure free flowing escalation and information within the organization.

Determine root cause of issues and communicate appropriately to internal and external customers.

Manage processes for communicating outage/emergency activities to the organization.

Interface with all clinical and business departments in understanding and delivering the technology needs of the ministry.

Work with other IT groups and leaders to ensure a coherent and unified approach to the planning and development and delivery of the long term technology strategy.

Ensure the quality delivery of end user facing services provided by IT Service Delivery.

Participate in after-hours escalations & maintenance as needed.

Track and complete assigned IT projects & complete tasks in a timely and quality fashion.

Coordinate internal resources and 3rd party/vendors for efficient execution.

Recommend improvements and automations to systems, support process, and implementation standards.

Create dashboards for internal tracking, providing guidance on technical requirements for adhering to the specifications, developing RACI diagrams to identify roles and responsibilities specific to these efforts.

Responsibilities:

Manage the day to day operations of the Service Delivery team.

Oversee key field service-based personnel:

Network administrators

Telecommunications analysts

Desktop support analysts

Lead major incident calls; driving to expedient resolution.

Manage a mid to large-sized Service Delivery team who are responsible for service and support across multiple ministries and areas.

Ensure adherence to, and enhance, incident, problem, and change management disciplines.

Required Travel:

Moderate travel (approximately 10-20% travel).

Key Performance Indicators:

Demonstrated understanding of intersection of clinical and business operations with technology.

Understanding of how technology impacts patient care.

Demonstrated experience in managing one or more of the aforementioned programs.

Exceptional interpersonal skills and a record of building trust-based relationships with business leaders, counseling them on broad ranging technology-related topics.

Demonstrated ability to navigate complex organizations and build consensus on priorities.

Deep, intuitive understanding of technology trends and capabilities across commercial systems, digital technologies, analytics, and design.

Experience delivering technology to meet business cases/needs.

Track record of successfully working with customers to implement large-scale, complex technology systems within their environment, minimizing disruption to business/clinical processes.

Leveraging quantitative metrics and customer feedback to continuously improve delivery of services.

Minimizing outages and emergent activities through sound coordination, communication, and change management practices.

Providing leadership, training, mentorship, and coaching to a team of technical-minded individuals to ensure a strong connection to our mission, high-quality service delivery, and individual growth.

Understanding of the financial implications of technology decisions; being a good steward of Ascension financial resources.

Adherence to Ascension corporate policies as well as all relevant and appropriate healthcare regulations.

What You Will Need

Education:

Master's degree preferred

Work Experience:

3+ years managing large teams within complex organizations, preferred - having worked in healthcare, for a technology development and/or services company.

5+ years leading technology delivery or technology operations for a complex organization or business unit.

Ascension Technologies is an EEO/AA Employer M/F/Disability/Vet. Please click the link below for more information. This employer participates in the Electronic Employment Verification Program. Please click the E-Verify links below for more information.

Job ID: 418794

Category: Information Systems

Ministry: Ascension Technologies

Location: Glendale, WI

Keywords: Ascension Health Alliance, Glendale , Service Delivery Director, Other , Glendale, Arizona