Emp StatusRegular Full time
Work ShiftVariable (United States of America)
Compensation RangeThe base pay scale for this position is $169,000.00 - $257,875.00. In addition, this position will be eligible for additional benefits consistent with the role. The salary of the finalist selected for this role will be determined based on various factors, including but not limited to: scope of role, level of experience, education, accomplishments, internal equity, budget, and subject to Fair Market Value evaluation. The hiring range listed is a good faith determination of potential compensation at the time of this job advertisement and may be modified in the future.
What you will be doingKey Responsibilities
Incident Response Program
- Develop and staff a new an Incident Response program to ensure 24/7 coverage for any Major IT incidents that arise to ensure operational readiness across the enterprise.
- Be available to lead and participate in discussions related to Major Incidents 24/7 to ensure operational readiness across the enterprise.
- Manage the Service Desk.
Disaster Recovery Program Development & Leadership
- Develop a new Disaster Recovery program. This critical program will support 24/7 IT operational readiness across the enterprise: ensuring our ability to care for patients during an IT outage.
- This new Disaster Recovery program will include hiring a team to create/implement all Disaster Recovery tools, solutions and documentation required to support Business Continuity.
Customer Satisfaction Program
- Create and implement a new Customer Satisfaction program to ensure that IT services meet the needs of the organization. This includes developing a Customer Satisfaction strategy and measuring success using quantitative and qualitative data.
Operational Excellence & Service Delivery
- Establish and monitor operational metrics and key performance indicators (KPIs) to drive continuous process optimization and ensure service-level compliance across the enterprise.
- Ensure system security, scalability, governance, and compliance with organizational policies and regulatory requirements.
- Champion digital operations excellence, driving continuous improvement of digital services incorporating stakeholder feedback.
- Align digital service delivery with business objectives, consistently delivering on commitments and fostering a culture of innovation and execution.
Team Leadership & Talent Development
- Recruit, hire, develop, and lead a high-performing team across the Disaster Recovery, and Incident Management functions.
- Conduct annual performance evaluations, set goals, and foster professional growth and a culture of accountability, innovation, and continuous learning.
- Develop managers, technical leads, and analysts; build team capabilities in disaster recovery, incident command, service management, and customer experience practices.
Stakeholder & Vendor Management
- Serve as a trusted technology advisor and partner to business and clinical stakeholders, translating operational needs into clear, achievable service delivery plans.
- Manage relationships with technology vendors and service providers, including contract negotiations, Statements of Work (SOWs), and performance oversight during recovery events and service engagements.
- Provide regular status updates and briefings to IT leadership, governance committees, and executive sponsors with transparency on program progress, risks, and outcomes.
- Champion customer needs by ensuring technology is used strategically to support and drive business goals.
Financial Management
- Assist in the preparation and management of annual operational and capital budgets for service delivery programs, including Disaster Recovery, Major Incident, and Customer Satisfaction initiatives.
- Monitor expenditures, support cost-effectiveness analysis, and ensure investments deliver measurable ROI.
- Identify and implement cost-saving initiatives through process improvement, platform consolidation, and vendor optimization.
Required Qualifications
- Bachelor's Degree required or equivalent combination of education and related experience in an academic medical center or hospital
- 10 - 15 years of progressive IT experience, with at least 7 years in a senior leadership role in IT Service Management and/or Disaster Recovery.
- Demonstrated experience building and operationalizing new IT programs from inception.
- Strong understanding of Disaster Recovery and Business Continuity concepts, application tiering and dependency management, and infrastructure/application recovery strategies.
- Proven experience acting in an incident command or major incident leadership role during high-pressure, enterprise-wide events.
- Effective communication skills and executive presence, with comfort working across all levels of the organization.
- ITIL Certification required.
- This role holds operational command responsibility during declared disasters and major IT incidents. Availability after-hours, during weekends, and holidays is an essential function of the role.
Preferred Qualifications
- Master's Degree (MBA, MIS, or equivalent)
- Experience developing and managing customer satisfaction or experience programs using quantitative and qualitative methodologies.
- Experience collaborating with third-party vendors during recovery events.
