Director of IT Service Delivery & Infrastructure Strategy

Description

Job Summary:

The Director of IT Service Delivery & Infrastructure Strategy leads the planning, execution, and continuous improvement of enterprise-wide IT infrastructure, support services and networking demands. This role is responsible to ensure scalable, secure, and resilient technology environments meeting stakeholder needs and ultimately support positive outcomes for our patients. This leadership role drives specific Network/Infrastructure strategic initiatives, with a focus on operational excellence, optimizes service delivery processes, and fosters a customer-centric team delivery culture. The Director will partner collaboratively across the organization to enhance service experiences, modernize delivery systems and practices, and elevate team capabilities through structured development and specific performance measures.

Essential Functions:

Strategic Leadership (30%)

• Develop and lead the IT infrastructure and Networking service delivery strategy aligned with organizational goals and clinical priorities.
• Establish and execute a measurable vision for continuous improvement across people, processes, and platforms.
• Lead organizational efforts in IT operational maturity, adopting best practices measured by standard shared service management (e.g. Agile), and process automation.
• Proactively evaluate applicable emerging technologies and innovations that can enhance service experience, efficiency, and system dependency.
• Foster a culture of collaboration, transparency, and data-informed decision-making across IT and business units.
• Create the opportunities to succeed as a technology contributor within networking and Infrastructure services.

Operational Execution (70%)

• Oversee day-to-day delivery of IT support, networking, systems operations, and infrastructure performance.
• Modify and continue to define service-level agreements (SLAs), key performance indicators (KPIs), and incident/problem escalation protocols.
• Revise and author standard operating procedures (SOPs) to ensure high-quality, consistent service and rapid issue resolution.
• Ensure the IT support team delivers best in class customer service, timely response, and proactive issue prevention.
• Collaborate with key internal customers to understand executable service level expectations, , and areas for improvement.
• Lead pre and post-incident reviews inclusive of trend analyses while determining potential to reduce recurring issues and increase systems reliability.
• Develop and manage the specific cost centers related to IT infrastructure, networking and support budgets; prioritizing investments which maximize value and focus on mitigating risks.
• Ensure compliance with HIPAA, security, and all applicable regulatory and safety requirements.
• Responsible for Business Continuity and Disaster Recovery solutions and testing.
• Performs other duties as assigned.

HIPAA/PHI Security Level: Medium

Indicates the security access level of Protected Health Information (PHI) as necessary to perform essential key responsibilities of the position (access, utilize, disclose, store, and/ or dispose of PHI).

1. Low - information access is of general nature representing summary type data rather than specific identifiable demographic or sensitive data.
2. Medium - information access is specific to an individual's demographics and service information (type of service, services received, dates of service, and provider of service).
3. High - information access is detailed and sensitive to an individual's demographics, service information, and personal medical history (past/present medical conditions, specifics of medical diagnosis or tests, treatment plans, and family history).

Supervisory Responsibilities:

(Scope of the person's authority, including a list of jobs that report to this job).

• Desktop Support Technician
• Business Applications Support Specialist
• Telecommunications Support Specialist
• Network Engineering administrator
• Senior Network Engineers

Essential Qualifications:

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the competencies (minimum knowledge, skill, and ability) required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Licensure/Certification: Bachelor's degree in Computer Science, Information Technology, or a related field required.

ITIL or relevant infrastructure/service management certifications preferred.

Required Knowledge: Technical knowledge supporting a production network environment; hands-on experience working with network equipment (routers, hubs, cabling, etc.). Working knowledge of storage Systems - SAN, Virtual Tape, Data Replication, Disaster recovery planning.. Knowledge of Cisco and Data Communications. Knowledge of Firewalls, Windows/Intel, SAN environment, Exchange Email Services, llS - Web hosting environment. Must be computer literate and have knowledge of all Microsoft products, especially Microsoft Outlook and Office, Google Suite, as well as Call Center hardware and software.

Experience Required: Minimum of 5 years in IT leadership roles, including infrastructure and end-user support management.

Experience in a healthcare environment is strongly preferred.

Demonstrated success leading cross-functional teams and delivering measurable improvements in IT service performance.

Prior experience implementing or modernizing service management tools, monitoring platforms, or automation.

Skill and Ability: Strategic thinking with the ability to convert vision into action.

Strong operational discipline and accountability to performance outcomes.

Excellent communication and interpersonal skills with the ability to build relationships across all levels.

Proven change leader with success in team building, coaching, and upskilling.

Sound technical knowledge of enterprise networks, cloud infrastructure, storage solutions, cybersecurity, and support tools.

Core Competencies:

• Strategic Execution & Planning
• Operational Excellence & Process Optimization
• Leadership & Team Development
• Customer-Centric Mindset
• Technology & Infrastructure Expertise
• Relationship Management
• Data-Driven Decision Making
• Risk and Compliance Awareness
• Time Management

Job or State Requirements

Bachelor's Degree in Computer Science or Related Field. Azure, Google Shop, Cloud, and VPN experience required