Location: Chicago, Illinois
Employment Type: Direct Hire
Job ID: 682
Date Added: 04/26/2024
Position Overview:
This position, in collaboration with the Sr. Director of Technology Engineering and Service Delivery is responsible for our clients Information Technology User Support Services strategy and execution. Teams reporting to the director include the our clients Client Technology Services team: Citrix, Field Services, Integrated Solutions Engineering, M365 and Service Desk. This position is responsible for the effective management and development of a diverse (exempt, non-exempt, customer service, technology specialists) workforce. This position provides leadership in the establishment, attainment of service level objectives and development of detailed plans to address or enhance existing and new services as well as quality improvement initiatives. Additionally, this role will be responsible for the delivery method of services and the recommendation, management, and operations of managed services.
Essential Job Functions:
Personal Leadership
- Acts with integrity
- Builds trusting relationships.
- Approachable; seeks to be helpful.
- Leads from strengths and strives to improve weaknesses.
- Thinks strategically and communicates with others frequently.
- Leads with flexibility and adaptability.
- Models and holds self-accountable for Our clients’ values and core competencies (service, innovation, and teamwork.
- Leads with courage and confidence.
- Seeks to continuously learn and improve by soliciting and acting on feedback.
- Takes initiative to build knowledge by leveraging resources and asking questions.
- Shares subject matter expertise.
- Frequent and clear communication in all directions to ensure alignment.
- Identifies and collaborates with stakeholders to achieve results, drives operational excellence.
- Is a good financial steward.
- Is an advocate for self and team members.
- Understands and models the Our client’s culture by living the service principles and values.
- Thinks strategically and shares knowledge; sets and communicates priorities while cascading Our clients’ strategic goals.
- Understands organizational structure and navigates successfully.
- Builds and leverages relationships with stakeholders inside Our clients and beyond own team.
- Leads change confidently and with competence by owning the message and “walking the talk.”
- Is strategic and helps others by communicating often, including providing rationale and vision for changes.
- Asks questions and shares assumptions to support and lead others through ambiguity.
- Is a self-directed learner; gathers knowledge about healthcare climate and cascades to others.
- Communicates and facilitates each initiative to adapt to a rapidly changing healthcare climate.
- Continuously evaluates and improves upon the change to speed up decision making and ensure the optimal solution is reached.
- Provides clarity by defining roles, responsibilities, and priorities.
- Holds self and others accountable.
- Helps team members grow and develop by finding opportunities and giving frequent feedback.
- Identifies gaps in team’s skills.
- Shares or develops tools and resources to fill gaps.
- Leads with compassion and authenticity.
- Increases span of influence with stakeholders beyond direct reports
- Actively listens and seeks to understand.
- Breaks down complex problems and helps to set goals and expectations.
- Engages and empowers others; has a mindset of developing others for their own growth and the organization’s success.
- Champion of Our client’s mission and strategic goals by modeling the service principles.
- Proactively addresses performance issues and conflict.
- Plans, directs, and administers all aspects of the operations strategy of the Citrix, Field Services, Integrated Solutions Engineering, M365 and Service Desk teams.
- Perform trend analyses and develop action plans for improving productivity, service responsiveness and cost efficiency.
- Works with client organizations and appropriate stakeholders to evaluate business process changes and needs and plans the expansion and/or refinement of services.
- Negotiates service level objectives and agreements with the business in collaboration with the IM Leadership team.
- Manages vendor relationships and work, evaluates, and manages contracts and budgets.
- Maintain a general understanding of ServiceNow, ITIL Processes and workflows.
- Incorporates performance management, coaching, best practices, and continuous improvement strategies to drive service and operation excellence.
- Develops and performs analyses on SLAs to drive continuous improvement resulting in improved service and quality utilizing the ITIL Framework.
- Interfaces with leadership and other areas inside and outside the organization to promote collaboration across functional and organizational lines to reduce project overlap and to add value.
- Actively participates in the allocation and tracking of the organizational budget.
- Creates department processes and standards and ensures compliance.
- Oversees the staffing, development of professional competencies and training plans within area of responsibility.
- Work with IT stakeholders to pursue opportunities to leverage technology to achieve business unit objectives.
- Promote self-service tools, automation, catalog of services and the knowledge repository as mechanisms to improve service levels, end user satisfaction and productivity.
- BA/BS Computer Science or equivalent work experience. Healthcare experience preferred.
- Minimum 5+ years of experience in a management role.
- Minimum 3+ years project management experience. This experience should include a history of successful completion of large-scale technology projects involving the coordination of multi-departmental and/or multi-vendor resources.
- Able to assess technology impact and solutions both for the near term, 1 – 2 years, and long term.
- 2 – 5 years. Ability to utilize system integration skills to solve business requirements.
- Experience in ITIL processes and awareness of industry trends towards process automation
- Excellent verbal and communication skills. Able to present new technology or processes at an appropriate level to either technical or non-technical audiences.
- Experience in ITIL processes and awareness of industry trends towards process automation
- Thorough knowledge of IT Industry standard metrics
- Experience contributing to the development of new concepts, techniques, and standards.
- Working knowledge within End User Support Services environment