Service Delivery Director - AMITA Health : Job Details

**Service Delivery Director**

CAROUSEL_PARAGRAPH

* Downers Grove, Illinois

* Information Systems

* 146793

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** Job Description**

**We Are Hiring**

Amita is looking for an experienced Service Delivery Director to join our IT team in the Illinois market.

**What You Will Do**

Amita is looking for leaders who have experience helping customers solve large-scale problems with technology. The Service Delivery Director (SDD) drives strategic alignment within assigned ministries and implements the technology needs of the enterprise.

* Lead the technical implementation and support of solutions and service offerings to meet strategic market needs. The following areas are included:

+ Network

+ Telecommunications

+ Desktop support and maintenance

+ End user support

* Identify opportunities and design new approaches.

* Cultivate relationships with operational stakeholders and extend business partners.

* Lead new ways of monitoring and managing service delivery outcomes.

* Develop strong, collaborative relationships with Clinical Informatics and Account Management teams.

* Oversee the delivery of ministry strategies for new and existing programs and systems to align with product and service standards.

* Assist with the prioritization and ensures the delivery commitment based on capacity and business value to the organization.

* Oversee 100% of the service requests, incidents and problems.

* Manage and coordinate urgent and complicated support issues.

* Act as an escalation point for all requests and incidents.

* Develop a mature phone/ticket escalation process to ensure free flowing escalation and information within the organization.

* Determine root cause of issues and communicate appropriately to internal and external customers.

* Manage processes for communicating outage/emergency activities to the organization.

* Interface with all clinical and business departments in understanding and delivering the technology needs of the ministry.

* Work with other IT groups and leaders to ensure a coherent and unified approach to the planning and development and delivery of the long term technology strategy.

* Ensure the quality delivery of end user facing services provided by IT Service Delivery.

* Participate in after-hours escalations & maintenance as needed.

* Track and complete assigned IT projects & complete tasks in a timely and quality fashion.

* Coordinate internal resources and 3rd party/vendors for efficient execution.

* Recommend improvements and automations to systems, support process, and implementation standards.

* Create dashboards for internal tracking, providing guidance on technical requirements for adhering to the specifications, developing RACI diagrams to identify roles and responsibilities specific to these efforts.

**Responsibilities:**

* Manage the day to day operations of the Service Delivery team.

* Oversee key field service-based personnel:

+ Network administrators

+ Telecommunications analysts

+ Desktop support analysts

* Lead major incident calls; driving to expedient resolution. Includes required participation in on-call rotation.

* Manage a mid to large-sized Service Delivery team who are responsible for service and support across multiple ministries and areas.

* Ensure adherence to, and enhance, incident, problem, and change management disciplines.

**Required Travel:**

Moderate travel (approximately 20% travel/onsite).

**What You Will Need**

Education:

* High school diploma/GED with 2 years of experience, or Associate's degree, or Bachelor's degree required.

* Master's degree preferred.

Work Experience:

* 5 years of experience required.

* 10 years of experience preferred.

* 2 years of leadership or management experience required.

* 5 years of leadership or management experience preferred.

**Additional Preferences**

3+ years managing large teams within complex organizations, preferred - having worked in healthcare, for a technology development and/or services company.

5+ years leading technology delivery or technology operations for a complex organization or business unit.

**Why Join Our Team**

AMITA Health, one of the largest health systems in Illinois, is comprised of 19 hospitals and more than 230 sites of care. With more than 900 providers in its medical groups, 26,000 associates and 7,000 physician partners, AMITA Health serves over 6.6 million residents in the greater Chicagoland area.

We are committed to improving accessibility to healthcare in the communities we serve. We hold ourselves accountable to our patients and one another, and we work hard to treat the whole person, body, mind and spirit. Our compassionate, talented team members are the source of our strength, and we invest heavily in their well-being. We offer significant professional opportunities, career advancement potential, comprehensive training and competitive wages.

**Equal Employment Opportunity Employer**

AMITA Health will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, citizenship, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.

For further information regarding your EEO rights, click on the following link to the EEO is the Law poster:

Please note that AMITA Health will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. AMITA Health will not solicit money or banking information from applicants.