Director of IT Operations

POSITION SUMMARY:

Reporting to the Associate Chief Information Officer and partnering closely with other members of the IT leadership team, the Director of IT Operations will play a key role in the current and future development of customer service and in the efficient operations of the Information Technology Services Department

The Director of IT Operations will lead our Operations teams comprised of the Service Desk, Field Services, and our newly formed mobile devices support teams. This key role is critical to ensure our department can focus on delivering consistent exceptional service to all areas across the Boston Medical Center Health System. The Director of IT Operations will be responsible for supporting the operational systems, processes, and analytical needs of the department and to inform, plan, and support critical decisions around improvement opportunities to continuously increase the Information Technology Services ability to support its customers.

Successful candidates will have a strong attention to detail, health care business and IT insight, and the ability to drive from analysis to action in support of our teams and of our customers. They will have the ability to assess areas of weakness and recommend improvements based on data analysis and/or industry trends. They will have a strong customer service background and willingness to support the customer, to minimize friction in processes, and introduce change in a meaningful and appropriate manner. They must have a sense of urgency, the ability to manage multiple projects and priorities, and exceptional written and verbal communication skills. Strong candidates will also have a proven track record of scaling and developing teams of operations professionals and of building a customer centric workforce with consistent efforts to drive change.

Position: Director of IT Operations

Department: BMC System IT Admin

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Direct 24 x 7 operations of the Service Desk, Field Services Team, and the Mobile Devices support team. Mentor and assess each team member's skillsets, look for educational or certification opportunities, and encourage upward mobility within the department and within the organization.
• Serve as point of escalations to Health System leadership on all IT incidents which may be impacting patient care or member services. Escalate with internal IT leadership on timely and complete resolution to these incidents.
• Provide operational, analytical, and decision-making support to BMCHS ITS leadership in the improvement and transformation of our customer service operations models, tools, and processes.
• Continuously analyze data to identify areas of improvement, develop and remediate trending issues root causes, identify areas where automation or additional tools can help improve the customer experience, and to hold people accountable to established service levels.
• Review existing service level agreements. Make data driven recommendations for changes. Continuously recommend changes based on needs dictated by internal or external factors.
• Develop or redevelop end user documentation and self-service content to empower end users to fix issues themselves. Implement technology where appropriate to empower end user resolution of issues including the use of chatbots or other similar technologies.
• Redevelop customer facing interfaces and reporting to ensure they are user friendly, easy to understand and follow, are current, and are in good working order.
• Evaluate staffing - make data driven recommendations for changes.
• Analyze and assess incoming volume and trending and identify opportunities for volume reduction through the use of technology.
• Partner with leadership in business areas from across the Health System to observe their needs and to assess how IT operations compliments their goals or contributes to patient care or member service.
• Partner with back-office leadership such as Human Resources and Finance on how these departments can function better together in support of the Health System.
• Partner with leadership in IT to seamlessly develop and subsequently introduce change to all groups. This partnership is critical to the broader alignment of broader operations improvements across the department and moreover the importance of the customer in all services the department provides.
• Identify improvements to be made to emergency management policies and procedures with an effort of ensuring effective and timely communication is made to Health System staff when IT systems are unavailable.
• Define and monitor multiple project priorities and provide technical and administrative supervision; ensure appropriate management is apprised of operational status of projects
• Partner with Information Security and with Network groups to streamline mobile device management tools for ease of deployment and use.
• Review existing and develop additional KPI's which will be regularly reported on, reviewed, and aggressively pursued.
• Develop and monitor operating and capital budgets.
• Other duties as required.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• Bachelor's degree in Computer Science, Health Information Management, or related discipline; Master's Degree in Information Systems or Computer Science is preferred.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• None

EXPERIENCE:

• Eight or more years of progressive experience in the healthcare sector.
• At least three years of experience managing a service desk or field services teams.
• Experience working with and communicating with senior leaders of an organization.
• Prior supervisory experience.

KNOWLEDGE AND SKILLS:

• Meaningful experience leading, scaling, and developing the strategies and execution of a high-paced enterprise customer success and/or operations organization.
• Proven record of managing all facets of project management including planning, implementation, delivery, and closeout as well as demonstrated ability to synthesize complex information and documentation in a deadline-driven environment.
• Problem solver, impact-oriented, self-motivated, highly organized and collaborative individual with a sense of urgency
• Excellent leader with a passion for developing and coaching teams and driving a cooperative and accountable team environment.
• Proven experience creating operational leverage through recommending, implementing, and integrating processes, tools, and best practices.
• Experience leading cross-functional teams and managing across multiple geographically dispersed offices
• Significant experience using ServiceNow, ServiceNow reporting, and dashboarding tools.