Description

Career Opportunities: Director, IS Service Delivery

Candidates hired for remote positions must reside in Oregon, Washington, Utah, Idaho, Arizona, Nevada, Texas, Montana, or Wisconsin.

Job Title

Director, IS Service Delivery

Exemption Status

Exempt

Department

Infrastructure

Manager Title

Vice President, Technology Services

Direct Reports

Service Center, Service Quality, and Application Administration Teams

Requisition #

24197

Pay & Benefits

Estimated hiring range $159,000 - $192,500 / year, 10% bonus target, Full benefits.

Posting Notes

This is a remote role, but you must reside in one of the listed 9 states.

Job Summary

This position is responsible for the development, execution, and health of CareOregon's information systems support services. Work is focused on aligning ISBI resources to CareOregon's strategic and operational goals, developing roadmaps, vendor management, and active engagement with department leaders across the enterprise. Primary duties include strategic, technical, and operational planning and oversight, as well as resource, relationship, and people management. This position is responsible for the development of strategic plans for IT Service Management teams, processes, and tools as well as application support services.

Essential Responsibilities

Technical/Operational Leadership

• Leads the execution of strategic initiatives, plans, and goals and advises organizational vision and goals.
• Oversees technology support functions including Service Desk, Field Services, Service Quality and Application Administration teams to ensure consistent and quality service delivery, processes, and customer experience.
• Implements and drives programs to measure and improve service management performance; anticipates potential issues and proactively implement controls and measures to mitigate them.
• Advocates for user experience throughout ISBI.
• Oversees the adoption of ISBI-wide standard processes and work management tool, ServiceNow.
• Leads the creation and reporting of ISBI work performance metrics and KPIs.
• Leads innovation, process review, and improvement efforts; oversees processes and procedures to ensure compliance with regulatory bodies and statutes, including HIPPA standards for PHI protection and transmission.
• Promotes ISBI programs and staff across the organization through regular and transparent reporting, as well as publishing of short and long-term workplans.
• Provides strategic and operational leadership of IS teams in recommending, developing, and implementing internal and third-party solutions.
• Acts as project leader or sponsor on complex development programs related to analytics systems.

Strategic/Operational Planning

• Participates in the development of vision, goals, and strategic plans for Information Systems.
• Develops short and long-term plans and policies; oversees the development and execution of standard operating procedures.
• Provides input into the strategic plans for the organization.
• Maintains a business unit view while establishing department priorities, being cognizant of broader business unit and organizational impacts.

Financial/Resource Management

• Develops and manages budgets in alignment with short- and long-term plans.
• Ensures team efforts align with organization priorities in a dynamically changing environment.
• Ensures effective management of 3rd party applications critical to organizational operations.
• Partners with resource directors and managers to develop a work management and intake process.
• Approves resource allocations within budget, including people, finances, and timelines; make decisions on exceptions.

Relationship Management

• Leads effective communication system for work groups, ensuring a collaborative culture.
• Builds and ensures effective relationships across internal teams and external organizations for current or future integration.
• Partners with internal leaders and managers in identifying improvement plans and processes.
• Partners with other ISBI leaders in support of project management, release management, change management and incident management.
• Develops and maintains knowledge of CareOregon's critical functions in support of our members and patients; collaborates with stakeholders to understand informational requirements to support department goals.
• Represents CareOregon within and outside the organization, providing productive leadership presence and effectiveness.

Employee Supervision

• Directs team(s) and establishes team direction and goals in alignment with the organizational mission, vision, and values.
• Identifies work and staffing models; recruits, hires, and oversees a team to meet work needs, using an equity, diversity, and inclusion lens.
• Identifies department priorities; ensures employees have information and resources to meet job expectations.
• Leads the development, communication, and oversight of team and individual goals; ensures goals, expectations, and standards are clearly understood by staff.
• Manages, coaches, motivates, and guides employees; promotes employee development.
• Incorporates guidance from CareOregon equity tools into people leadership, planning, operations, evaluation, budgeting, resource allocation, and decision making.
• Ensures team adheres to department and organizational standards, policies, and procedures.
• Evaluates employee performance and provides regular feedback to support success; recognizes strong performance and addresses performance gaps and accountability (corrective action).
• Performs supervisory tasks in collaboration with Human Resources as needed.

Organizational Responsibilities

• Perform work in alignment with the organization's mission, vision and values.
• Support the organization's commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals.
• Strive to meet annual business goals in support of the organization's strategic goals.
• Adhere to the organization's policies, procedures and other relevant compliance needs.
• Perform other duties as needed.

Experience and/or Education

Required

• Minimum 10 years' relevant experience, including the following:


• Leading technical support teams such as Service Desk, Field Services, Service Quality, and Application Administration
• Leading teams accountable for enabling clinical and business consumers to have secure and reliable access to the systems necessary to support the enterprise
• Leading teams through the adoption of standardized service management processes using ITIL
• Leading and maturing a service organization in an environment of diverse stakeholders and dynamic priorities
• One or more development frameworks (Agile, Waterfall, ITSM, etc.)

Preferred

• Minimum 4 years' experience in a supervisory position
• Experience with ITSM tools such as ServiceNow
• Certifications in either ITIL Foundations (version 3 or later) or HDI Support Center Director
• Experience leading the adoption of an ITSM/ITIL structured framework
• Experience with Electronic Health Records
• Experience working in health care payer/managed care organizations

Knowledge, Skills and Abilities Required

Knowledge

• Technical knowledge and leadership skills in the areas of IT service management, service delivery, IT process development, application administration, and vendor management
• Strong knowledge of ITIL and ITSM
• Strong knowledge of customer service and end user experience best practices
• Working knowledge with one or more development frameworks (Agile, Waterfall, etc.)
• Understanding of financial structures, fiscal responsibility, and the economic impact of business decisions
• Strong knowledge of Managed Care concepts and Health Plan business processes preferred
• Strong understanding of Medicaid and Medicare programs preferred

Skills and Abilities

• Ability to direct and report on complex service and application management topics to internal and external leaders and partners
• Ability to inspire and direct teams in support of continuous improvement related to complex, business critical processes and systems
• Ability to provide excellent customer service, communicate clearly with end users, and inspire others to do so
• Ability to balance strategic and operational thinking
• Ability to effectively convey business unit goals and plans ensuring integration into strategic plans and initiatives
• Highly skilled in resource management
• Ability to develop and lead high performing team members, including hiring, goal setting, coaching, performance management, and development
• Ability to communicate effectively, both verbally and in writing, including strong presentation and change management skills
• Skilled in communicating service management, service quality, and application administration program effectiveness at all layers of an organization (staff, leaders, and Board)
• Ability to build and maintain professional relationships with business, community, and internal management groups


• Ability to work effectively with diverse individuals and groups


• Ability to learn, focus, understand, and evaluate information and determine appropriate actions
• Ability to accept direction and feedback, as well as tolerate and manage stress
• Ability to see, read, and perform repetitive finger and wrist movement for at least 6 hours/day
• Ability to hear and speak clearly for at least 3-6 hours/day

Working Conditions

Work Environment(s): Indoor/Office Community Facilities/Security Outdoor Exposure

Member/Patient Facing: No Telephonic In Person