Emp Status Regular Full time Work Shift Variable (United States of America) Compensation Range The 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 doing Key Responsibilities Incident Response Program ullet Develop andstaffa newanIncidentResponse program to ensure 24/7 coverage for any Major IT incidents that arise to ensure operational readiness across the enterprise. ullet Be available to lead andparticipatein discussions related to Major Incidents 24/7 to ensure operational readiness across the enterprise. ullet Manage the Service Desk.  Disaster Recovery Program Development & Leadership ullet Develop a new Disaster Recovery program. This critical program will support 24/7 IT operational readiness across theenterprise: ensuring our ability to care for patients during an IT outage. ullet This new Disaster Recovery program will include hiring a team to create/implement all Disaster Recovery tools, solutions and documentationrequiredto support Business Continuity.   Customer Satisfaction Program ullet Create and implement a new Customer Satisfaction program to ensure that IT servicesmeetthe needs of the organization. This includes developing aCustomer Satisfactionstrategy and measuring success using quantitative and qualitative data.   OperationalExcellence & ServiceDelivery ullet Establish andmonitoroperational metrics andkey performance indicators(KPIs)to drive continuous process optimization and ensure service-level compliance across the enterprise. ullet Ensure system security, scalability, governance, and compliance with organizational policies and regulatory requirements. ullet Champion digital operations excellence, driving continuous improvement of digital servicesincorporating stakeholder feedback. ullet Align digital service delivery with businessobjectives, consistentlydelivering oncommitments and fostering a culture of innovation and execution.   Team Leadership & Talent Development ullet Recruit, hire, develop, and lead a high-performing team across the Disaster Recovery,andIncidentManagementfunctions. ullet Conduct annual performance evaluations, set goals, and foster professional growth and a culture of accountability, innovation, and continuous learning. ullet Developmanagers, technical leads, and analysts; build team capabilities in disaster recovery, incident command, service management, and customer experience practices.   Stakeholder &Vendor Management ullet Serve as a trusted technology advisor and partner to business and clinical stakeholders, translating operational needs into clear, achievable service delivery plans. ullet Manage relationships with technology vendors and service providers, including contract negotiations, Statements of Work (SOWs), and performance oversight during recovery events and service engagements. ullet Provide regular status updates and briefings to IT leadership, governance committees, and executive sponsors with transparency on program progress, risks, and outcomes. ullet Champion customer needs by ensuring technologyisused strategically to support and drive business goals.   Financial Management ullet Assistin the preparation and management of annual operational and capital budgets for service delivery programs, including Disaster Recovery, Major Incident, and Customer Satisfactioninitiatives. ullet Monitor expenditures, support cost-effectiveness analysis, and ensure investments deliver measurable ROI. ullet Identifyand implement cost-saving initiatives through process improvement, platform consolidation, and vendor optimization.   Required Qualifications ullet Bachelors Degreerequiredor equivalent combination of education and related experiencein an academic medical center orhospital ullet 10 6years of progressive IT experience, with at least7years in a senior leadership role in IT Service Managementand/orDisaster Recovery. ullet Demonstrated experience building and operationalizing new IT programs frominception. ullet Strong understanding of Disaster Recovery and Business Continuity concepts, application tiering and dependency management, and infrastructure/application recovery strategies. ullet Proven experience acting in an incident command or major incident leadership role during high-pressure, enterprise-wide events. ullet Effective communication skills and executive presence, withcomfortworkingacross all levels of the organization. ullet ITIL Certificationrequired. ullet This role holds operational command responsibility during declared disasters and major IT incidents.Availability after-hours,during weekends, and holidaysis anessential function of the role.   Preferred Qualifications ullet Masters Degree(MBA, MIS, or equivalent) ullet Experience developing and managing customer satisfaction or experience programs using quantitative and qualitative methodologies. ullet Experiencecollaboratingwith third-party vendors during recovery events.