Summary:Reporting to the Chief Information Officer (CIO) and serving as a senior leader within the Health Information Technology (HIT) division, the Vice President of Service Delivery and Experience is accountable for the quality and reliability of the day-to-day technology experience across the Alaska Native Tribal Health Consortium (ANTHC). The role owns IT Service Management (ITSM), the service desk, end user and field support, and the enterprise business application portfolio, and is responsible for elevating these functions from reactive support into a proactive, experience-driven service capability. As a member of the HIT senior leadership team, the Vice President of Service Delivery and Experience sets service standards, drives continual service improvement, and ensures that technology services are reliable, responsive, and consistently delivered to the workforce across ANTHC and its statewide sites.
Responsibilities:Lead the service delivery and experience organization, building a high-performing, service-oriented team spanning the service desk, end user support, and statewide field support, and fostering a culture of ownership, empathy, and accountability.
Own IT Service Management (ITSM) as the operating discipline of the division, establishing and maturing incident, problem, change, request, and knowledge management practices along with the workflows and tooling that support them.
Own the service desk and end user support as a single, accountable point of contact for the ANTHC workforce, driving fast, high-quality resolution and a consistent, positive support experience.
Own statewide field and site support, ensuring that users at ANTHC facilities and remote sites receive reliable, timely, and equitable technology support regardless of location.
Own the desktop and end user computing environment, including standard builds, device lifecycle and replacement, and hardware and software inventory.
Own the enterprise business application portfolio, including collaboration, service management, customer relationship management, and audiovisual platforms, ensuring they are well supported, adopted, and continuously improved.
Establish and own Service Level Goals (SLGs) and the service performance metrics that matter to users, holding the organization accountable to them and reporting on them transparently.
Drive continual service improvement, using data, user feedback, and trend analysis to eliminate recurring problems and raise service quality over time.
Own the customer experience, adoption, and change enablement function, partnering with business and clinical stakeholders so that new technologies are adopted successfully and the workforce experience of technology steadily improves.
Lead business application rationalization and lifecycle management, ensuring the business application portfolio remains current, supported, and cost-effective.
Own budget planning and financial stewardship for the service delivery and business application portfolio, including oversight of vendor and service agreements in coordination with contracting.
Build and maintain strong, collaborative relationships across ANTHC and its Tribal health organization partners, treating the workforce and partners as customers whose experience is the measure of the service organization.
Performs other duties as assigned.
Other information:
KNOWLEDGE and SKILLS- Deep knowledge of IT service management and service desk operations, including incident, problem, change, request, and knowledge management.
- Strong understanding of end user computing, desktop, and field support in a distributed, multi-site environment.
- Knowledge of enterprise business application platforms, including collaboration, service management, and customer relationship management tools.
- Strong customer service and customer experience orientation, with the ability to design and improve service experiences rather than only resolve tickets.
- Ability to define, measure, and act on service performance metrics and Service Level Goals (SLGs).
- Skill in continual service improvement and in using data and user feedback to drive change.
- Exceptional communication and organizational skills, both oral and written.
- Strong vendor and contract management knowledge.
- Knowledge of confidentiality rules and regulations and the Health Insurance Portability and Accountability Act (HIPAA).
- Customer experience or service management background from organizations recognized for service excellence, including hospitality, consumer, or member-focused service industries, is valued in addition to information technology experience.
- Demonstrated ability to recruit, develop, and motivate a high-performing team that values service, transparency, and accountability.
MINIMUM EDUCATION QUALIFICATIONA Master's degree in Computer Science, Information Systems, Business Administration, or a related field. An equivalent combination of education and progressively responsible professional experience may be substituted for the Master's degree on a year-for-year basis. Two (2) years of additional qualifying experience beyond the Minimum Experience Qualification is considered equivalent to a Master's degree.
MINIMUM EXPERIENCE QUALIFICATIONNon-supervisory - Ten (10) years of progressively responsible experience in information technology, including IT service management and service delivery leadership.
AND
Supervisory - Seven (7) years of senior management-level experience, with accountability for strategic planning, operations, financial management, and people management and development.
MINIMUM CERTIFICATION QUALIFICATIONN/A
PREFERRED CERTIFICATION QUALIFICATIONITIL foundations certification (or current equivalent) is preferred.
ADDITIONAL REQUIREMENTSMay be required to work outside the traditional work schedule.
May be called out to work off-shift in emergency situations.
According to the needs of the organization, some incumbents in this job class may be required to obtain specific technical certifications.
