Join a team that is transforming healthcare delivery with
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
Lead the technical implementation and support of solutions and
service offerings to meet strategic market needs. The following
areas are included:
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
Assist with the prioritization and ensures the delivery
commitment based on capacity and business value to the
Oversee 100% of the service requests, incidents and
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
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
Track and complete assigned IT projects & complete tasks in a
timely and quality fashion.
Coordinate internal resources and 3rd party/vendors for
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.
Manage the day to day operations of the Service Delivery
Oversee key field service-based personnel:
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
Ensure adherence to, and enhance, incident, problem, and change
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
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
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
Understanding of the financial implications of technology
decisions; being a good steward of Ascension financial
Adherence to Ascension corporate policies as well as all
relevant and appropriate healthcare regulations.
What You Will Need
Master's degree preferred
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