Senior Director of Service Management

Overview:

As the Senior Director of IT Service Management within Digital Department at the organization, you will play a crucial role in ensuring the seamless functioning of IT services across hospitals and campuses. Your responsibilities will encompass managing a team of technicians and specialists focused on desktop and device support, ensuring that all IT operations are aligned with the organization's goals and standards.

This role oversees the "Technical Operations" teams (formerly known as "Field Services") and are tasked with hardware replacement, desktop support, printer maintenance, and peripheral troubleshooting for end-users across the organization.

This job is hybrid onsite in Atlanta and will require travel to the various business units in the Atlanta Metro area.

Key Responsibilities:

1. Leadership and Team Management:

Provide leadership, guidance, and mentorship to the IT field service operations team, fostering a culture of accountability, collaboration, and continuous improvement.

Oversee the recruitment, training, and development of field service technicians and desktop support specialists, ensuring they have the necessary skills and resources to excel in their roles.

2. Operational Excellence:

Develop and implement strategies to optimize IT technical operations, service operations, including incident management, service request fulfillment, and problem resolution processes.

Establish and monitor key performance indicators (KPIs) to track the performance of IT field service operations, identifying areas for improvement and implementing corrective actions as needed.

3. Technical Infrastructure Support:

Collaborate with other IT teams and departments to ensure the smooth integration and functioning of IT infrastructure within hospitals and campuses.

Oversee the deployment, maintenance, and support of desktops, devices, and other end-user computing equipment, ensuring they meet security and performance standards.

4. Vendor Management:

Manage relationships with external vendors and service providers, ensuring that service level agreements (SLAs) are met and that vendors adhere to contractual obligations.

Evaluate vendor performance and negotiate contracts to ensure cost-effectiveness and quality of service delivery.

5. Stakeholder Communication:

Serve as the primary point of contact for stakeholders within the organization, providing regular updates on IT technical operations and addressing any concerns or escalations in a timely manner.

Collaborate with senior leadership to align IT technical operations with organizational objectives and priorities.

This leadership role presents an exciting opportunity to make a meaningful impact on IT field service operations within the organization, contributing to the delivery of high-quality patient care and support services across hospitals and campuses.