Sr. Director - IT Service Delivery & Digital Offerings

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!
 

We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.
 

Responsible and accountable for developing the strategy and overseeing the end-to-end life cycle of Information Technology service delivery and the organization's digital offerings. This senior leadership role ensures the portfolio of IT services, digital workplace assets, and applications aligns with clinical and business objectives, reduces digital friction, and delivers a superior digital employee and customer experience (DEX/CX). This position leads cross-functional teams, collaborates with senior stakeholders, and champions a culture of continuous improvement in adherence with IT Infrastructure Library (ITIL) guidelines. Ensures customer service, technical, and operational consistency, meets or exceeds service level agreements, and is accountable for the fiscal operational and capital budgets for assigned areas. Models appropriate behavior as exemplified in the MLH Mission, Vision and Values.

 

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview
Responsible and accountable for developing the strategy and overseeing the end-to-end life cycle of Information Technology service delivery and the organization's digital offerings. This senior leadership role ensures the portfolio of IT services, digital workplace assets, and applications aligns with clinical and business objectives, reduces digital friction, and delivers a superior digital employee and customer experience (DEX/CX). This position leads cross-functional teams, collaborates with senior stakeholders, and champions a culture of continuous improvement in adherence with IT Infrastructure Library (ITIL) guidelines. Ensures customer service, technical, and operational consistency, meets or exceeds service level agreements, and is accountable for the fiscal operational and capital budgets for assigned areas. Models appropriate behavior as exemplified in the MLH Mission, Vision and Values.

What you will do

• Develops, executes, and maintains a multi-year strategy and roadmap for IT service delivery and the organization's digital offerings, aligning with organizational goals and monitoring business, market, and technology trends.
• Accountable for the IT service management platforms. Ensures platform team alignment with the business strategy, roadmap, and platform governance policies.
• Drives client satisfaction by optimizing service delivery processes and leading initiatives for service excellence.
• Lead and mentor service delivery teams, providing guidance and support. Track service delivery performance against KPIs and SLAs.
• Analyze service delivery data, identify improvement opportunities, and implement process enhancements.
• Identify and mitigate potential risks to service delivery.
• Leads the end-to-end life cycle management for the IT service portfolio and digital offerings, from discovery and design to adoption, continuous improvement, and retirement.
• Communicate effectively with various stakeholders, including customers, internal teams, and senior leadership.
• Implements quality control measures to maintain high standards in product or service delivery.
• Manage service delivery budgets and resource allocation.
• Manages vendor relationships and contracts to ensure optimal service delivery and cost-effectiveness.
• Develop and implement process improvement plans including policies and solutions including the implementation of an Information Technology Infrastructure Library (ITIL), by aligning IT services with the business needs with focus on identifying and executing process improvements and enhancements to promote efficient and effective service delivery based on ITIL standards.
• Drives a culture of continuous improvement by developing and implementing process enhancement plans based on ITIL standards and Lean Six Sigma methodologies. Leads the Process Improvement team to identify and execute opportunities that promote efficient and effective service delivery.
• Acts as the "voice of the client" (clinical and business users) within IT to ensure services, digital offerings, and support structures are human-centric, meet user objectives, and solve business challenges.
• Evaluates and recommends a broad range of hardware and software products for applicability, compatibility, and long-range integration with other systems. Collects, documents, and maintains inventories of supported hardware and software applications.
• Provide service delivery tools, and the operational framework enabling IT leaders and Associates to be trained, productive, responsive, effective, accountable, and highly competent.
• Plan and develop operational and capital budgets for personnel, supplies, equipment, training, software, and services. Allocate manpower and fiscal assets, control expenditures, and monitor and report fiscal performance to ensure effective and efficient use of resources
• Responds as required or requested on a 7/24 on-call basis to support the organization. Assesses the organizational impact of urgent problems and emergencies, and takes assertive action to restore full functionality in a timely manner as a senior leader.
• Performs other job functions as assigned.

Education Qualifications

• Required - Bachelor's Degree Computer sciences
• Preferred - Bachelor's Degree Information Technology
• Preferred - Master's Degree Business Administration/Management
• Preferred - Master's Degree Computer sciences

Experience Qualifications

• Required - Ten (10) years of progressive leadership experience in managing IT service management, digital workplace functions, and customer support teams in a large, complex organization, preferably healthcare.
• Preferred - Service delivery, digital transformation, and continual process improvement experience at a Director level or above.

Skills and Abilities

• Demonstrated expertise in supported Information Technologies, IT Service Management (ITSM) frameworks, and digital workplace management as might be obtained through requisite Education/Training.
• Expertise in strategic thinking, forward-looking risk management, and strong business acumen.
• Proven ability to create business cases and ensure support from C-level executives and business partners.
• Demonstrated potential to consistently exercise sound judgment, manage multiple projects, often with conflicting priorities, and high stress situations.
• Strong leadership, mentorship, and communication skills necessary to motivate, guide, and develop cross-functional teams.
• Strong interpersonal and relationship-building skills to manage stakeholder expectations and collaborate across business lines at senior levels.
• Demonstrated leadership ability in the management of people, processes, hardware, software, and other resources.
• Demonstrate proficiency in technical and business writing, verbal, and presentation skills.
• Passion for driving improvements to the employee and customer experience (DEX/CX).
• Ability to analyze complex data, identify trends, and drive data-driven strategic decisions.
• Must provide own transportation. Must be able to travel to any area of the organization, both local and remote as needed.

Licenses and Certifications

• Required - Six Sigma Green Belt - Authorized Six Sigma Certification Issuer
• Required - ITIL Certification - PeopleCert

Supervision Provided by this Position

• Manages Associates, Directors, Contractors, and Vendors.

Physical Demands

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
• The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.
• The Associate is subject to call back at all times.

Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity.

Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.