Overview Summary The Senior IT Director of Service Delivery and Customer Experience oversees IT customer service throughout the Baptist corporate information technology functions. The core areas of responsibility are oversight of all IT site support functions across the organization through a management team, the IT Service (Help) Desk function, and IT Communications. The position is focused on a solid understanding of operations and process and be able to create a common understanding of service level expectations while working in a participative manner with the end users as well as operational representatives to build relationships with customers throughout our various service areas.
Responsibilities - Oversee a team of direct reports who in turn collaborate with site support teams across our 22 acute care settings, our 150+ ambulatory sites, business operations, and academic environments.
- Service Markets encompass West-Tennessee, Northern to Mid-Mississippi, North East Arkansas, and our Baptist University campus service areas.
- Oversee our IT Customer Service Desk for Baptist Memorial Health's Corporate IT department.
- Responsible for Corporate IT customer communications across the organization.
- Provide leadership and be responsible for delivery of IT customer service throughout Baptist Memorial Health.
- Establish credibility with all key customers in the system including being primary liaison to our Baptist Medical Group physicians.
- Deliver a user focused, customer experience that ensures the information technology team is a client services organization. Both internally and externally.
- Promote communication between IT and system users. Develop a credible priority-setting mechanism and effectively communicate.
- Hire as necessary, train, manage and evaluate staff reporting to the Senior IT Executive. Provide guidance and support for information systems managers. Realign as necessary for more effective and streamlined operations.
- Set reasonable customer satisfaction goals and work with the team to meet them consistently by way of existing intercompany service surveys.
- Improve CSAT (Customer Satisfaction) scores, or other equivalent customer satisfaction metric.
- Review all information technology operating and capital budgets, making necessary recommendations on strategies and related expenditures to assure consistency with corporate goals and objectives.
- Strategically lead and develop a director team to enhance performance by setting clear accountable performance measures.
Requirements, Preferences and Experience Education Preferred : Master's Degree in Business Administration or related Field
Minimum : Bachelor's Degree in Business Administration or related Field
Experience Minimum : 3 years of Management Experience in a related field.
Job Summary: Position: 14877 - System Director-Service Delivery & Customer Experience
Facility: BMHCC Corporate Office
Department: HS IS Admin Corporate
Category: Information Systems
Type: Non Clinical
Work Type: Full Time
Work Schedule: Days
Location: US:TN:Memphis
Located in the Memphis metro area
