The Director of Service Management reports directly to the CTO/VP of Enterprise Technology Services and is primarily responsible for directing and maintaining all aspects of Service Management including IT Incident management, Change Management, Problem Management, IT Operations Control (i.e. monitoring and event management), in accordance with IT strategy and principles. This position is responsible for directing staff and management in the Service Management area including service desk and system operations, security administration, identity management, and oversight of Tier 1, 2 and 3 Incident Management and Problem Management related to technical support.
Fundamental Ownership -- Direct and maintain all aspects of Service Management including IT Incident management, Change Management, Problem Management, IT Operations Control (i.e. monitoring and event management), in accordance with IT strategy and principles
Project Management - Review technical feasibility of major projects across CHRISTUS Enterprise to ensure technical feasibility, realistic scope and achievable timeframes for projects.
Incident & Problem Management -- Develop and manage service levels related to Tier 2 and 3 Incident Management and Problem Management associated with server and network operations.
Service Delivery - Manage the configuration, performance and capacity in order to achieve stability and continuity of service. Accountable for the continual support of all IT systems to ensure IT systems are supported and a high level of service delivery
Best practice and Compliance - Provide input into the technology strategy for the improvement of service quality within Service Management to drive continuous improvement and consistent quality service delivery. Drive the development and promotion of Service Management guidelines and standards, and the development and publication of road maps and advocacy for enterprise wide adoption
Vision and Strategy -- Articulate, communicate and implement the corporate information systems strategy as it relates to Service Management. Develop and initiate plans, projects, budgets, priorities, and operational activities to meet the organization's business, clinical and community goals.
Planning & Directing -- Assist in the planning, prioritization, management and scheduling of all information systems and telecommunications projects activities and assignments.
Budget & Financial Administration -- Assist in developing systems operating expenses and capital budgets. Approve and administer these budgets and report regularly on budget status.
Staff Management - Recruit, train, motivate, evaluate, and retain a staff of highly skilled information systems professionals. Terminate staff as required. Provide ongoing leadership and motivation to ensure that the staff is focused committed and capable of producing expected results. Create and maintain a teamwork environment conducive to productive output, successful staff advancement and a rewarding work experience. Establish and enforce department policies, procedures and standards.
Applications and Systems Development -- Interface with and support management in all areas and at all levels in the definition of requirements, selection, design, development, implementation, and support of information systems as it relates to the Service Management requirements.
Application Purchases - Manage or oversee information system project teams responsible for the systematic requirements definition, identification, product evaluation, selection, and contract negotiation for purchased application.
Communications -- Develop effective written and oral mechanisms to document and report on information systems strategies, plans, priorities, budgets, schedules, and the current status of major projects and assignments.
Contract Negotiations -- Assist with approving contracts for the acquisition of information systems, including software, hardware and support services, following established processes.
Reporting -- Direct the establishing and monitoring of department quality objectives, key performance indicators, and benchmarks. Direct the development and implementation of effective tools to measure performance against these standards, and to document and regularly report on all plans, priorities, schedules, budgets, staff assignments, programs and the current status of projects and routine assignments. Accountable for the delivery of Service Management reports and events to communicate and maintain awareness of the performance, including performance against defined metrics
Teamwork -- Promote and demonstrate good teamwork on assigned projects through actions and job performance.
Customer Service -- Develop and administer effective Customer Service Plans which includes provisions to accept, record, prioritize, assign, track, resolve and report on customer service problems and issues. Assist with establishing departmental programs, which promote and emphasize the commitment to exceptional customer service standards.
Other -- Perform other duties and special projects as assigned.
Bachelor degree required.
Master degree preferred.
Education and experience in relevant ITIL support and delivery processes.
Ten (10) years of progressively more responsible experience in large complex information systems environments with a wide variety of Healthcare Management Information Systems applications and technologies.
Five (5) years of experience in a leadership role.
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.